Shared note

The 4 Contact Principles:

-Be happy -Own it -Reduce the effort -Resolve it

Call Flow:

Opening Spiel

Research (Validate the account) Ask for: - Full name - Order number - Phone number - Email address - Tracking number - Date/amount of order

Resolution - Provide 2 options -

    - Provide a quick recap
    - Provide Self-Service Option (www.walmart/help)
    - 

Delivery (Local Store)

Shipping (Warehouse/Walmart Fulfillment)

Marketplace (Third Party Vendor)

Help Center

WISMO: Order not received/Never arrived

(Delivery) - Check EDD - Advise to wait for 48 Business days until 8pm. - If the customer called again, process Refund.

   Refund: Walmart cannot expedite the refund.
          - If the customer would like to request for  the refund to be expedited, 
            advise to call the bank.

(Shipping) - Check EDD - Advise to wait for 48 Business days until 8pm - If the customer called again, process a Refund/Replacement.

   Replacemet: The timeframe for the replacement will be the same as the 
      original EDD.
           
                      - Cannot expedite the replacement. It's only applicable before 
                        placing the order.

(Marketplace) - Check EDD - Advise to contact the seller to request for a Refund. - If the seller did not response, Walmart will step-in and will process a refund.

WISMO: Delayed order (Only applicable to Local Store and Warehouse/Walmart Fulfillment)

(Delivery/Shipping) - Ask the customer if willing to wait within 24 hours or the next day until 8pm. - If the customer doesn't want to wait, we can offer the request for the cancellation of the order. - Then, we can process the request for the Authority hold reversal.

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