PRODUCT TRAINING DAY 4

Confidentiality Policy - We are not allowed to share the customers information
use it as personal use write down their bankcards numbers outside the approved payment process.

Who can Received Information Customer Recipient Spouse not Listed on Account Third Party

We can share the full name you sent the gift.

If under corporate department Educate and apologize for the customer

If the recipient call what to place an order - we are allowed to place an order

Check the atlas with the customer have a passport member and not showing in the IBM

1. -VITL CHOICE 1019 - HARRY AND DAVID 1020 - wolfermans

1800 961 0434 1800

Make sure to wrap up the call

Receiving A Call

Select Transfer Icon form transfer at the above Then click consult

Transfer to specific Agent

Order Detail Order Summary Review the holiday code before the arrival date Shipping deatils/ Status of the order Checking the notes

Order check the order Types B2C - Placing an order

3PF - Do not attempt to assist the customer , we have limited access, place by amazon or QVC.

B2B - Recipient assist them if corporate sales order transfer the call to the corporate

GRT - Educate the customer that we have a limited access/ Check the order notes - a complimentary gifts my hands are tight to process the complimentary gifts, but I can transfer you to the right department to process your request.

ROS - replacement outside system

PHC:  Phone Order MLC:  Mail Order COM:  Customer Outreach Marketing SBO:  Original Subscription Order
SBS: Subsequent Subscription Order IN:  Internet (website) Order OC:  Large Internet Order/Gift List TVA:  Magento Website (Non B2B)

846 - HOLDS
Payment failed, sold out items, order is missing , incorrect address

always check the notes once pull up the hold, because we have holds workers who handle the hold

Shipment status Tracking the item Not expected Website Issue Inquire about promo codes

I can definitely assist you, you can actually sign up thru our website and upon signing up you will able to see/check our promo details.

Created -Appears at header level until components are shipped

Pending Carrier Determination - Item is not yet preparing for shipment

Carrier Determination Done - Carrier and shipping methods are assigned but the item hasn't shipped yet. (We can modify , the date /adjustments)

Scheduled - Item has not shipped Yet. (Same thing with the schedule ) we can still modify the order / do changes

Backordered - Maybe there's an inventory issue in the item

Refund Created - Refund or replacement click the status Shift or ordered deliver - we can process if they want to send it to the different address

Gratis Completed - ROS Check order notes for more information

System Closed - This order is gratis

Included in Shipment - Preparing the shipment and also label has printed. but we need to request provide new address or provide any information it make take 24hours don't forget the detailed noted/ process the refund customer requested recipient has moved.

Shipped - Item has shipped , tracking information is available.

Order Delivered - Item is delivered.

Cancelled - Would you like to change the item/select an item / delivered to another date.

Change Fulfillment Option Active: You can update details like the address, delivery date, or cancel the item. Grayed out: Changes are not allowed — resolve with a refund, replacement, or charge adjustment.

Update Recipient Address If delivery instructions are requested, they must be added on the last address line of the ship-to address. If instructions were included on the original address and are not needed for the new address, remove them from the last address line when updating the address.

Delivery Instructions can only be added or updated within 10 days of the customer's request. After 10 days, Delivery Instructions are no longer permitted.

We cannot guarantee that the carrier will read or honor the delivery instruction request.