NVI eComm Phase 2 - Transcom.pdf

E-COMMERCE Phase II  Objectives Identify the steps require in each Queue. Gather the information to link the accounts to the case. Execute the proper procedures to resolve the case. Integrate the information found on the case and provide it to the customer  How to link an a...

E-COMMERCE Phase II  Objectives Identify the steps require in each Queue. Gather the information to link the accounts to the case. Execute the proper procedures to resolve the case. Integrate the information found on the case and provide it to the customer  How to link an account Review the case and if it has an order number. Select store. example: 5999. If it is an online order. If it is a store order then enter the store number. Search on with email and fill out consumer with the customer’s email and save. Fill out order/consignment number, which can be found on the name of the case or on the order. Fill out category and subcategory. Assign any open case if there’s any. Resolution code is fulfilled by support/information provided. Leave notes and copy consignment (if applicable) Make sure we select the correct account. Usually it should have more than 1 consumer case and should be the recent cases.  EC Email Cases In the EC Email queue, the process is slightly different because we have a direct question from the customer which we must resolve by researching the customer's account and interacting with the information provided by the customer in ASM or SDS.  Email Process As we always do, assign the case to you Read thoroughly and ask questions if you are not sure what the customer is asking Based on the customer concern you’ll go to ASM or SDS to gather information Provide information to answer all the customer’s concerns – the goal is first email resolution Make sure the email contains the customer’s email. Select the correct email template and/or modify the template to fit the customer’s needs Verify if the case require a follow-up: need Rx, Invalid Rx, response from customer Notate the process you did on your notes. We would call the store to tell them we have confirmation for the return, we have received confirmation that the order# was received, you can proceed with the refund for the customer.  EC Returns Under Activity, you can find a note from ABB department confirming the order was credited and accepted to return. This means we can place the return back in stock and provide the customer with the remake or the credit (refund). When we call the store with return cases, as the store does not have serve, we have to place the notes in Memos SDS. When there is a contact order that is incorrect, keep in mind we only replaced the one that is incorrect. If we have a prescription that is verified in ASM, we have to correct that in SDS then the next order can be placed with the correct parameters. We should place the shipping type as expedite which is going to be covered with the discount code. When we receive a case of a remake it’s already sent, we close the case as- referring to the original case and saying that the remake was already issued. Check the notes at ABB is going to specify what products were received. If we have a prescription that is verified in ASM, we have to correct that in SDS so the next order can be placed with the correct parameters. If they want a refund and they don't have the card that is in the order anymore, ask the customer if they replace the card and if they are with the same bank, if they are not longer with the same card provider or with the same bank, we have to do a manual refund check With insurance cards, as the card do not allow any balance to come back into the cards, they would have to get in contact with the insurance so they can give the amount back  Replacement and returns We do offer replacement and return for contact lenses and eye glasses, however the process for each of them is different and will require to research the status of the item and the day is being requested the replacement.  EYE GLASSES CONTACT LENSES We have a 30 days policy for returns We have a 30 days policy for returns The protection plan works for the customer to If the customer state the contact lenses are not get a replacement for 1 calendar year from the fitting or damage, it means they opened the box date the glasses are delivered and covers which is not necessary to request the return of scratches, frames broken, manufacture issues. the contacts. Does not cover lost or stolen. Does not cover lost or stolen. If the customer had the plan on the store, they If the customer had the plan on the store, they have to get in contact with the store directly to have to get in contact with the store directly to get a replacement. get a replacement. With the protection plan, they cannot change With the protection plan, they cannot change any any parameter or characteristic for the glasses. parameter or characteristic for the contact lenses  Return label Process 1. Go to UPS website and create the label using 5. Merchandise is what the customer is sending. Ex: the option: Create a Return Ray-Ban 5228EX 2. Select: Enter New Address, fill it up with the 6. Packaging type stays as other and Weight 1 customer’s information. 7. The reference number is the order number- 3. Return glasses: these goes to Newpoint consignment number that is being returned Return contacts: it goes to ABB address 8. Verify one last time the information and process 4. Label delivery method, electronic Return label the label. Please copy it and place it in your notes also on the email you’ll sent to the customer.  EC Faxes On the Fax queue we’ll always need to check the attachement on Serve. Once you do it, you’ll need to check the information on the fax and look for the customer’s account on ASM or SDS. Link the account with the store number and email. If it is in awaiting doctor and the customer is ordering an incorrect brand, we change the status to invalid Rx awaiting consumer, we do the first attempt and we leave the case to the original agent  Faxes Process 1. Compose email 2. Send the email to the store and the manager as well 3. For all the stores it would be store#@nationalvision.com and store#[email protected] 4. Subject is: the entity - customer's name 5. Attach the fax to the email 6. Copy the template and fill all the necessary information which may be found in the fax or SDS account 7. The note can be, sent store# medical records request form from external provider For prescription request it's the same process but 1. Change the sub category to Prescription - Copy request 2. Email prescription request to store# Referral orders, an external provider is asking the customer to see one of our doctors 1. If the account is not found in SDS 2. Look in the fax to see if the doctor included the store they want the customer to go to, if not , use store locator to see what would be the best location for customer 3. If an account is already on SDS, include the email address of the account so the new store can use the same information to locate the patient 4. Normal email procedure 5. The resolution notes may be: Sent email to store# form from continued care  YOU NEED TO KNOW When referred a patient to an outside provider and they sent the results, we sent the email of “Continued Care” to the store. We remove the part that says that the patient needs an appointment. Email store number continued care results from external provider When you have an order that has status “SUBMITED TO SDS” for a long time, it would be necessary to reach out ABB department. For contacts, this are dispensed directly form ABB, the preferred contact method is email: [email protected] The subject for ABB emails is entity- patient's name- order # For lenses, you need to transfer the case to “Online - DC EG Order Research”. You’ll get the case back with instructions of what you need to do.  Voicemail Voicemail queue will give you the translate of the voicenote the customer left as a note on Serve and you can hear the actual call. It’s recommended to listen the call due the translation will have information that won’t match with what the customer state on the call. For voicemails, it is always going to be a call back, and it would be only one attempt, otherwise an email needs to be sent.  Payment Failure When you need to upload a payment method it’s always necessay to call the customer if we cannot capture the payment through ASM. If we encounter a payment failures with PayPal and they still want to use PayPal to pay, we would have to cancel the order and create a new one We cannot cancel the order before the three attempts, for payment failures we have to do attempts every 72 hours, if we do not have response at the third attempt we cancel the order the same day  Don’t Forget Business track is used for credit and debit card, we can use this to check transactions. If there is an order that was placed with PayPal and the customer is asking for the status of a refund , we have to get in contact with store banking: It is in the cheat sheet in sharepoint Need to know info 1. The templates contain the recipients for those emails Lynn Kilgor, Shannon and Sharon 2. The title would be, customer's name - store number 3. For those email, use your full name in the "Signature" Thank you