case comments template · Offline Notepad

PRICE MATCH

Retailer: Target

Source: Website

Retailer's Price (as listed): $

Price Reflected on Concession Page (Price guest paid):$

Issue: The gst called in regarding to her/his order that was placed last . The item is on sale right now, gst wants to have a price match adjusment.

Resolution:Asist the gst, verify account. Provide price adjustment to guest (sup approved) $

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HOA

TGS2D Internal SCRT HOA

"I’m sorry to hear that your order has not been received/missing. I understand how frustrating this can be. I will need to take a closer look to see what options are available for you. Typically, this can take a few business days and then someone will reach back out via email with a resolution."

Case#:

Order#:

TCIN / Qty:

Does guest have two or more orders over $200 as missing or delivered not received: [Yes / No]

Does guest's order include an item from Department 57 as missing or delivered not received; [Yes / No]

Issue:

Resolution:

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WRONG ITEM

Case#:

Order#:

DPCI/TCIN/UPC from order/packing slip:

DPCI/TCIN/UPC of item received:

Describe issue:

Is there a trend? [Yes/No]:

Ship Node:

Issue: The gst called about wrong item

Resolution:

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EXTRA ITEM

Case#:

Order#:

DPCI/TCIN/UPC of Extra Item:

Tracking# of package containing extra item:

Ship Node (of package containing extra item):

Issue: The gst called about extra item

Resolution:

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ORT ZERO

Assign case to TGS2A Internal SCRT ORT and change status to In Progress.

Return Quantity Zero (ORTZERO) - ** Don't submit to ORT if order was invoiced less than 48 hours ago or is over one year old **

DPCI/TCIN/UPC:

Quantity:

Return Tracking/Waybill:

Issue:

Resolution:

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ORT PAYPAL

Transfer case to TGS2E Internal SCRT queue. Change Status to In Progress

Case#:

Order#:

Was a GC Issued:

If a GC was issued, has it been FC: No

DPCI/TCIN/Quantity:

RETURN Tracking/Waybill:

Reason for Return/Refund: Cancel Pickup Time Exceeded

Issue: The gst called about his order cancelled. He wanted to receive his refund through Paypal and not in a form of giftcard

Resolution:

-Educate the gst about using Paypal and refund procedure