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)
        - 
     
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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.


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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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