Verify the transaction to Reports > date of transaction > confirm the vaccine > If not available, sent email and wait for the copy/proof of the vaccination
General notes
If the case is from Watsons, change the Concern textbox to REP NOTES
If the customer is asking for a refund for INSTORE purchase, advise to visit the store to process the refund
If the customer is asking to talk with the Pharmacy regarding with the prescription or talk with the store representative, you may get the store number at AK ESP > Verify the zipcode > Confirm the store > Or get the store number at the order > Then click the store > get the facility number or store number.
If the customer wanted to use the physical loyalty number instead of the digital card number, you can walk thru the customer. Make sure to login > My account > Profile > Plus card number > Name and Last name on the card must be the same at EHH > Then enter the Physical card number
If the customer wanted to change the mobile number, we need to verify the Primary Household. If AU only, contact the Primary Household for us to change the number. We can do this at CI > Account tab > Edit Contact > Change phone number. CUSTOMER CAN ALSO DO IT ON THEIR END. You can advise to visit this link: www.kroger.com/account/update or My account > Profile Information > Phone Number > enter the desire new number
Diamondback - memorabilia with sports event. If they buy a specific qualifying item, they will earn points that they can use to purchase the memorabilia. You can verify the product at AK ESP. LOB TRIO Loyalty > SunsDiamondbacks > Driver = DIAMONDBACK PARTICIPATING ITEMS. ----- You can also search under EHH Points > DBACKS or SUNS
Missing/damage/partial refund: add Item Detail Textbox and copy and paste the items
Order Failure - ECOMM 25 and ECOMM 23. DO NOT CLOSE THE CASE. SAVE AND DISMISS ONLY. ---- Add item > Letter > Ecomm 25 > Prepare letter > Template > Ask the ff info > notes: Captured amount - can be seen at CI - Payment summary > Purchase date and time, can be found at EHH under Reports. ------------------- Then Add item > Action > Action Type > KCRC EPS Transfer > Post Action > SAVE AND DISMISS ----------- Asking/Requesting for the copy of the email. ----------------------- Educate that the refund will be credited back to the original payment method within 2-5 business days.
Customer failed to receive Paper coupon on their mailing address - LCM concern . 1. Verify the mailing address 2. If still consisting with the shopping habit 4-8 weeks max of 2 weeks. 3. If wanted to update the address,
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