store inquiries

STORE CONCERNS

has been in businees in 30yrs never send back the cx to the store

Store location

Date/time the experience occurred

Detailed description of experience

Where in the store did this occur?

Do they know the associate's name or have a general description of what they look like?

Did they make a purchase? Date, time, location, and register number details are included with receipt info, so gathering their receipt number is helpful for pinpointing the where/when/who of their experience.

Then, you should code the interaction under Store LOB > Customer Experience > Store Experience.

Option 1 — Educate your customer and document feedback Option 2 — Send a 20% off store one-time appeasement code Option 3 — Send an electronic gift card Option 4 — Submit a credit card refund request

SCRIPTING FOR WRON NAME // INFO

“I am so sorry that we have an incorrect <> in our system for you. This can happen if an associate or customer types in a phone number or email incorrectly during the checkout process. This information is for mailing list purposes only, and your information is not at risk. I will be happy to update your information so we can get this corrected for you."

CX RECVD AN e-RCEIPT FOR OTHERS PURCHASE

"I’m so sorry you received this email. This can happen if incorrect information is provided at checkout. The customer who made the purchase has been charged for that transaction, and you can verify this by looking at the last 4 of the CC used on the purchase. This is displayed in the email you received under ‘tenders.’ This error will not impact your personal information. Let’s make sure to fix this so it doesn’t occur again."

What Should You Do?

Capture the correct customer info in the customer capture back office task, including first and last name, phone number, and email address.

Collect the full barcode numbers from any recent purchase. (This is required!)

In the back office task and VOC form in Zendesk, include the reason for your customer’s call, the correct customer info, barcode info, and if your customer can provide any incorrect information that showed during the transaction.

For example: "I made a purchase in the store, and the email that came up was jones42@bbw.com, but that is not my email address."

This information will be forwarded to a team that will update the info in the store register system. This can take 7-10 business days.

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CC REFUNDS vs. SALES AUDIT

note: CC refunds are back office tasks

CC REFUND

-they can be process to refund money back to your cx to make an instore purchase

-cannot be processd for online purchase as the online purchase would use ACRE

-takes time to process, always offer egc first. egc takes 3-5 b. days while cc refund takes 7-15 b. days

SALES AUDIT

They are used to assist customers who have double charges, are missing refunds for in-store purchases, or are missing credit card refunds processed by customer care.

Please note that if a Canadian customer used a debit card, and is found to be due a refund after completion of a sales audit review, they will require a check refund or electronic gift card to resolve their concern.

As a reminder, you should never send your customer back to the store for these issues. You have the power to assist your customer with their needs!

They should not be submitted until waiting the appropriate amount of time for the issue to resolve itself:

5 business days for double charges to drop off 5 business days for an in-store credit card refund 15 business days for a customer care credit card refund

After you submit a sales audit, the rest is up to the Back Office Team, who will review and research the transaction and follow up with your customer accordingly.

Note: If a credit card refund is needed to resolve the double charge or missing refund, the Back Office Team will use the information provided in the sales audit ticket to do so.

fine --pure wonder