Eyeglasses and Contact Lenses Policies

Questions and Answers

In the case of returning contact lenses, what is essential to check before processing?

The customer's membership status.

Whether the lenses are still in their original packaging.

The availability of lenses in stock for replacement.

If the customer's prescription is verified in ASM. (correct)

What must be done if a prescription verified in ASM needs adjustments?

Contact the customer for clarification before making adjustments.

Correct the prescription details in SDS before placing the next order. (correct)

Place the new order without making any changes.

Cancel the current order.

How should cases of remakes that have already been sent be handled?

Close the case while referring to the original case stating that the remake was already issued. (correct)

Ignore the remake since it has already been sent.

Keep the case open for future reference.

Request feedback from the customer regarding the remake.

What should you inform a customer about their insurance card during a return?

They need to contact the insurance for refunds, as no balance can be refunded to the card. Signup and view all the answers

What is the main distinction between the return process of contact lenses and eyeglasses?

The status of the item must always be researched for both products. Signup and view all the answers

What shipping type should be used for replacements and how is it covered?

Expedited shipping; covered by the discount code. Signup and view all the answers

Which of the following is true about processed remakes?

The cases should be referred back to the original case for closure. Signup and view all the answers

What should you do if an order status remains 'SUBMITTED TO SDS' for an extended period?

Send an email to the ABB department. Signup and view all the answers

What is the first step when encountering a payment failure with PayPal?

Call the customer to upload a new payment method. Signup and view all the answers

What tool should be used to check transactions made with credit and debit cards?

Business track Signup and view all the answers

What is the recommended action after three payment failure attempts?

Cancel the order the same day. Signup and view all the answers

What is the correct format for the subject line in emails to the ABB department?

Entity - Patient's Name - Order # Signup and view all the answers

In the case of a refund request for an order placed with PayPal, who should you contact?

Store banking department. Signup and view all the answers

What must be included in the email signature when contacting ABB department?

Your full name. Signup and view all the answers

What should you do if the voicemail translation does not match the customer's statement?

Always listen to the actual call. Signup and view all the answers

What is the primary condition under which contact lenses can be returned?

They must be unopened and in original packaging. Signup and view all the answers

What is the duration of the protection plan for eyeglasses?

1 calendar year from the date of delivery. Signup and view all the answers

Which of the following is a step in the return label process?

Select the option 'Create a Return' on the UPS website. Signup and view all the answers

What must a customer do if they had a protection plan in the store?

Contact the store directly for replacements. Signup and view all the answers

What is NOT covered by the protection plan for eyeglasses?

Loss or theft of the eyeglasses. Signup and view all the answers

Where should returned eyeglasses be sent according to the return label process?

To Newpoint. Signup and view all the answers

What is the reference number needed during the return label process?

The order number or consignment number. Signup and view all the answers

What is required before processing the return label?

Verification of customer’s shipping address. Signup and view all the answers

Study Notes

Return Policies for Eyewear

Both eyeglasses and contact lenses have a 30-day return policy.
Eyeglasses protection plan covers replacements for one year, including scratches and frames damaged due to manufacturing issues.
Contact lens protection does not cover damages after the box is opened or lost/stolen lenses.
Changes to parameters for eyeglasses or contact lenses cannot be made under the protection plan.

Return Label Process

To return eyeglasses, create a return label on the UPS website using customer’s information.
Return eyeglasses to Newpoint, and contact lenses to ABB.
The reference number on the return label must match the order number.
Verify all information before processing the label and keep a copy for records.

Handling Returns and Remakes

A case can be placed back in stock once the ABB department confirms the order's credit and acceptance.
If a contact lens order is incorrect, only the erroneous item will be replaced.
Any verified prescription adjustments must be processed in SDS prior to making a new order with corrected parameters.

Refund Process

If a customer requests a refund but no longer has the original payment card, inquire if they replaced the card and are with the same bank.
For insurance card refunds, customers must contact their insurance provider for reimbursement.

Communication Guidelines

Use email communication to contact patients and ABB concerning orders.
Always ensure email subjects contain the relevant entity, patient's name, and order number.
Utilize voicemail for accurate customer context; always attempt a callback if necessary.

Payment Procedures

Payment failures require contacting the customer for updated payment methods.
Orders with PayPal payment failures need to be canceled and recreated; cancellations must occur after three attempts at 72-hour intervals.

Additional Information to Note

Business track is utilized to check credit and debit card transactions.
For PayPal refund inquiries, liaison with store banking is essential.
Email templates should include recipient names and follow specific formatting for clarity and professionalism.

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Description

This quiz covers the return and protection policies for eyeglasses and contact lenses. It details the terms regarding replacements, damage, and fitting issues. Test your understanding of the policies related to these optical products.