Review this article below:
BBW Contact Codes and Definitions
Below is a definition of our current BBW contact codes and subcategories for VOCs. These codes and subcategories will cover both Store & Digital interactions for Voice, Chat, and Email.
ACCOUNT UPDATE
SUBCATEGORY -DEFINITION
Add to Mailing List -Request to be added to our mailing list(s)
Address Change -Request to update BBW.com account information
Remove from Mailing List -Request to be removed from our mailing list(s)
Log In/PW Reset -Request to help with log in due to not receiving password reset email
Point of Sale -Request to update customer information presented at the POS during a Stores Transaction
Other -Any other inquiry related to BBW.com account or POS customer information not covered above
BOUNCEBACK EMAIL - USE ONLY FOR EMAIL CONTACTS
SUBCATEGORY -DEFINITION
No Response Needed -Use when customer responds to our emails with a "thank you" or other email not requiring a response
Unable to Understand Inquiry / Request -Use only when you need to seek clarity to understand the customer's initial inquiry
Verification -Use only for the initial customer email where we are required to seek additional verification information
Other -Any other inquiry regarding a response to the customer to understand their inquiry to enable appropriate contact coding
BUY ONLINE PICK UP IN-STORE (BOPIS)
SUBCATEGORY -DEFINITION
Pick Up Options -Inquiry as to the pickup window timeframe, name for pick up, or pickup location. This includes requests to confirm the last day to pickup, extend the pickup window, cancel prior to the pickup date, add a pickup name, or modify the pickup store
Should not be used for checking order status when the order isn’t ready for pickup yet
Canceled Item -Inquiry or feedback regarding a canceled item from a BOPIS order
Should not be used for lost Reward or coupon due to a canceled item; see Loyalty or Marketing
When will order be ready for pick up? -Inquiry regarding the timeframe of when their order will be ready prior to it being ready for pickup
Review Order Details -Request to confirm any details (order total, pre-authorization, store location, items, etc.) on an order, check on why an order was canceled, and Ghost orders
Should not be used for order details related to Pick Up Options
CUSTOMER EXPERIENCE
SUBCATEGORY -DEFINITION
Associate Interaction -Feedback regarding an interaction with a Customer Care associate
Store Interaction -Feedback regarding an interaction with an associate in a Store
DISCONNECTED CHAT - USE ONLY FOR CHAT CONTACTS
SUBCATEGORY -DEFINITION
Disconnected Chat -Use only when the customer disconnects before stating the reason for their contact
FULFILLMENT ISSUES / CLAIMS
SUBCATEGORY -DEFINITION
Damaged Package / Product -Inquiry regarding the receipt of a damaged package or item including packages damaged in transit
NOTE: If the entire package is damaged by the carrier and being returned, list the first VPN from the order in the VPN 1 field and '1' in the Quantity field and indicate "ALL" in the VOC comment box and Internal Note
For a list of damage/leaking details subcode definitions;
--••Broken - Glass Contact involving damaged items - VOC Examples: Broken or Cracked Candles, Wallflower Bulbs, Aromatherapy Body Lotion, Home Décor that are all made of glass or ceramic
Broken – Other
Contact involving damaged items -VOC Examples: Broken pump or cap (no leaking), broken piece on Home Décor (non-glass item such as a WF plug)
Leaked - Broken Cap/Pump
Broken pump or cap and leaking is visible in the package
Leaked – Loose Cap/Pump
Loose pump or cap and leaking is visible in the package
Scratched/Dented
Contact involving damaged items -VOC Examples: Scratched labels, scratched candle lid, dented Gift Set packaging, dented candle or soap holder, dented Concentrated Room Spray, scratched Home Décor
Frozen/Melted
Wax coming out of candle jar (no broken glass) due to cold temps or consistency of product does not match quality after allowing to come to room temp due to hot or cold temps
Missing Piece
Missing cap, candle lid, item out of a Gift Set and/or PWP/GWP
Not Working
Items not making sound / lighting up (PB Holders, Soap Holders, Home Décor) or pump will not distribute product
Carrier Marked as Damaged – Not Delivered
Carrier marked the package as Damage/Destroyed in transit and unable to be delivered••--
Broken - Glass Contact involving damaged items - VOC Examples: Broken or Cracked Candles, Wallflower Bulbs, Aromatherapy Body Lotion, Home Décor that are all made of glass or ceramic
Broken – Other
Contact involving damaged items -VOC Examples: Broken pump or cap (no leaking), broken piece on Home Décor (non-glass item such as a WF plug)
Leaked - Broken Cap/Pump
Broken pump or cap and leaking is visible in the package
Leaked – Loose Cap/Pump
Loose pump or cap and leaking is visible in the package
Scratched/Dented
Contact involving damaged items -VOC Examples: Scratched labels, scratched candle lid, dented Gift Set packaging, dented candle or soap holder, dented Concentrated Room Spray, scratched Home Décor
Frozen/Melted
Wax coming out of candle jar (no broken glass) due to cold temps or consistency of product does not match quality after allowing to come to room temp due to hot or cold temps
Missing Piece
Missing cap, candle lid, item out of a Gift Set and/or PWP/GWP
Not Working
Items not making sound / lighting up (PB Holders, Soap Holders, Home Décor) or pump will not distribute product
Carrier Marked as Damaged – Not Delivered
Carrier marked the package as Damage/Destroyed in transit and unable to be delivered
Empty Package -Inquiry regarding the receipt of an empty package
Extra Product in Package -Inquiry regarding the receipt of extra items not ordered
Lost / Late Package -Inquiry regarding a late or lost package (use only if you claim the package as late/lost)
Should not be used for inquiries around packages not eligible to be claimed; see Post Shipment: Tracking & Delivery
Should not be used for inquiries around damage in transit packages; see Fulfillment Claims: Damaged Package / Product
For a list of lost/late package types;
--••Lost Package Type Description
Scanned as Delivered Tracking shows delivered, but the customer reports they never received the package
Scans Stopped Tracking shows movement, but scans stop before reaching the destination
Returned to Sender – Other The package was returned by the carrier for a reason other than damage (e.g., ad address, delivery refused or access issues)
No Scans The label was created, but there is no scan activity after that
Wrong Address on Order The package was shipped to an incorrect address provided when the order was placed Wrong Address Options
Label Switch The customer received a package intended for another customer; all items in the package are incorrect
Voided Tracking The tracking number was canceled and a scan indicates information is voided••--
Quality of Packaging / Gift Wrap -Inquiry or feedback related the quality of order packaging or gift wrap
Short Ship -Inquiry related to item(s) missing from their order
Wrong Product Received -Inquiry regarding the receipt of the wrong item(s)
GIFT CARD / eGIFT CARD
SUBCATEGORY -DEFINITION
Balance Inquiry -Inquiry regarding their gift card balance or how to check their balance
How to Redeem -Inquiry on how to redeem their gift card including unable to redeem GC due to an error (i.e. invalid PIN)
Lost / Stolen Gift Card -Inquiry regarding a lost or stolen gift card (including unauthorized use)
Ordering Assistance / Delivery Time Inquiry -Inquiry regarding how to order or delivery time frames
Scratched PIN -Inquiry regarding a gift card with a scratched off PIN
Other -Any other inquiry regarding gift cards not covered above, including Recipient did not receive EGC (needs re-send due to not showing in email or wrong email address)
Should not be used for EGC email not sent/triggered; see Website & Mobile - Operational Emails
Should not be used for the status of an EGC appeasement; see Returns & Exchanges - Status of Return / Refund Should not be used for fulfillment claims; see Fulfillment Claims - various sub-categories
LOYALTY
SUBCATEGORY -DEFINITION
App Feedback & Support -Feedback related to our Rewards program / app or requests for support in its use:
Delete Account Request
Enhancement Suggestion
How to Enroll
Multiple Accounts
Update personal info
Other
Should not be used for log in/pw resets; see Account Update
Apply Store / Online Purchase -Inquiry about applying a purchase to a Rewards account (missing points) or points history
Forgot to Show Loyalty ID
Forgot to Log In to Account
Negative Points
No Wifi In-Store
Progressive Enrollment
Within 72 Hours
Other
Offers -Inquiry or feedback related to Rewards exclusive offers & promotions, including bonus points
Forgot to activate bonus points
Confirm bonus points activated
Bonus points offer details
Welcome Offer Expired
Welcome Offer Within 72 Hours
Other
Rewards -Inquiry or feedback related to earned rewards (including Birthday):
Already Redeemed
Eligible Items
Expired
Lost - Canceled Item
Redemption Value
Zero Dollar Order
Unauthorized Use
Other
Should not be used for missing points that may qualify for a reward; see Apply Store / Online Purchase
MARKETING
SUBCATEGORY -DEFINITION
Expired Offers / GWP Availability -Inquiry or feedback regarding expired offers or sold out GWPs/PWPs
Forgot/Add/Change Offer Code -Request to add or change an offer code
Should not be used for price adjustments (i.e placed previous order and want to apply today's offer)
Offer Code Limits -Inquiry or feedback regarding how many offers can be redeemed per order or attempting to use more than one offer
Offer Detail Clarity -Inquiry or feedback regarding the details of an offer or promotion, including but not limited to:
product limits - such as 24 products per offer
offer already used
not meeting free shipping threshold after offers/discounts
availability of an offer in store
select store only offer - not seeing offer/price on web/app
Should not be used for attempting to use more than one code
Offer Functionality Issues -Use only when an offer is not working as described due to a website setup issue (code is valid and not working)
Redemption Process Inquiry or feedback regarding how or where to redeem offers
Store Display Inquiry or feedback regarding a store display
Store Event Inquiry or feedback regarding an in store event
Should not be used for customer error due to offer detail clarity
Redemption Process -Inquiry or feedback regarding how or where to redeem offers
Store Display -Inquiry or feedback regarding a store display
Store Event -Inquiry or feedback regarding an in store event
Other -Any other offer or promotion inquiry not covered above, including but not limited to:
pop up offer disappears before the customer can apply it to the order
a lost marketing offer due to a canceled item or order
customer asking for free shipping under the free $100 everyday offer threshold (i.e free ship at $50)
MISCELLANEOUS
SUBCATEGORY -DEFINITION
Adverse Event -Use when directed for specific Adverse Event contacts
Blogger Inquiry -Inquiry or feedback related to a blogger post
Company Information -Inquiry regarding information about Bath & Body Works, Inc.
Corporate Sales -Inquiry or feedback related to corporate sales
Harassing Customer -Used only when a customer is displaying unacceptable behavior
Media Relations -Use only when a potential Media Relations issue has been communicated
Sensitive Situation -Use when directed for specific Sensitive Situation contacts
Spam / Email Sent in Error -Use only when receiving spam or incorrectly sent emails
Tax & Duties Inquiry -Inquiry regarding the collection of taxes or duties
Testing -Use only when internal partners are testing the Chat system
Victoria's Secret Card -Inquiry Inquiry regarding the use of the Victoria's Secret Credit Card on BathandBodyWorks.com or store transaction
HR -Inquiry regarding HR information/W2 information
Other -Any other miscellaneous inquiry not covered above
ORDER MODIFICATION
SUBCATEGORY -DEFINITION
Cancel Order -Request to cancel an accidentally placed order; not change it
Should not be used for orders already canceled; see Pre-Shipment: Order Detail & Status
Payment Method -Request to update a payment method
Product -Request to update an item, fragrance, or quantity
Shipping / Billing Address -Request to update a shipping and/or address
Shipping Method -Request to update the speed of delivery
Other -Any other order modification request
Should not be used for adding/changing offers; see Marketing
PLACE ORDER (NO ATTEMPT TO ORDER ONLINE)
SUBCATEGORY -DEFINITIONS
Place Order -Use when customer is choosing to place an order with Customer Care and is not due to an issue placing an order online
Should not be used for difficulty with offers; see Marketing
Should not be used for issues checking out; see Website & Mobile
POST-SHIPMENT: TRACKING & DELIVERY
SUBCATEGORY -DEFINITION
Invoice Issues -Inquiry related to not receiving an invoice or pack slip
Split Shipments -Inquiry related to orders split into multiple shipments
Tracking / Delivery Information -Inquiry related to order tracking, delivery date, or carrier scans after the order has shipped
Other -Any other request regarding the tracking of a shipped order not covered above
PRE-ORDER: SHIPPING & DELIVERY OPTIONS
SUBCATEGORY -DEFINITION
Delivery Timeframe -Inquiry Inquiry regarding delivery method or timeframe options
Shipping Costs Inquiry -Inquiry regarding shipping costs prior to placing an order
PRE-SHIPMENT: ORDER DETAIL & STATUS
SUBCATEGORY -DEFINITION
Canceled Item -Inquiry or feedback regarding a canceled item
Review Order Details -Request to confirm any details (order total, pre-authorization, address, items, etc.) on an order, check on why an order was canceled, and Ghost orders
When Will Order Ship? -Inquiry regarding the ship date of their order prior to it shipping
Other -Any other inquiry regarding the status of an order prior to it shipping not covered above
PRODUCT INQUIRY
SUBCATEGORY -DEFINITION
Discontinued Product Inquiry -Inquiry or feedback regarding a fragrance or product that is no longer available
In-Store Availability -Inquiry regarding store availability or requests to view store inventory online
Item Availability -Inquiry regarding item availability - not related to an online exclusive product or fragrance
Pricing / Quantity -Inquiry regarding the pricing or quantity limits of an item
Should not be used for quantity limits related to an offer; see Marketing
Product Information -Request for additional product or fragrance details
Product Quality -Feedback regarding product quality, praise or concern
Other -Inquiry regarding products not covered above
RETURNS & EXCHANGE
SUBCATEGORY -DEFINITIONS
Return Instructions -Inquiry regarding how to make a return or exchange
Return Policy -Inquiry or feedback related to our return policy
Lost Return -Inquiry regarding a return order not processed within time frame guidelines and proof of delivery
Status of Return / Refund -Inquiry or feedback regarding the status of their refund or return tracking. Also used for customers calling back about a previously promised appeasement EGC
Other -Any other inquiry regarding the returns not covered above
SALE PRICE ADJUSTMENT
SUBCATEGORY -DEFINITION
Sale Price Adjustment / Inquiry -Request for a price adjustment on a previously placed order or feedback regarding our price adjustment policy
Should not be used for missed offers or forgot to add an offer to an order; see Marketing
STORES
SUBCATEGORY -DEFINITION
Duplicate / Wrong Amount Charged -Inquiry regarding a duplicate or wrong amount charged on a store transaction
Location / Hours -Inquiry regarding store locations, open status, hours of operation, etc.
Store Support -Inquiry from a store associate seeking assistance
Other -Any other inquiry regarding Stores not covered above
WEBSITE & MOBILE
SUBCATEGORY -DEFINITION
Add-to-Bag / Shopping Bag Issues -Issue experienced when adding an item to the shopping bag or with items in the shopping bag
BBW.com Account Issues -Issue related to a BathandBodyWorks.com account
Checkout Process -Issue experienced or error message received while in Checkout - not related to offer redemption ; Scent-Scription- Issue regarding Scent-Scription program
Enhancement Suggestion -Requests for an online experience not currently available
Error Message Received (Non-Checkout) -Error message received outside of Checkout
How to Order Inquiry Inquiry regarding the online ordering process
Operational Emails -Inquiry or feedback related to operational emails
Order History -Inquiry or feedback related to their online order history
Product Page Issue -Issue navigation a product page
Search Options / Functionality -Issue or feedback regarding the use of website search options
Wish List -Issue or feedback regarding Wish List functionality
Other -Any inquiry or feedback related to website or mobile navigation not covered above
Please review this so when I need to ask regarding contact code to use (with sub-categories), you can provide me the correct codes to use.
 
I will provide the scenario/issue/concern of every call I received, then respond with the correct contact codes / subcategory codes.