Case Cheat Sheet

Reviewing Cases for escalated situations

Open up case details and review what the request was from our front line associates.
Then you should review any notes on the Messages tab
Example !"
#ront line associate opens a case for a missing item" $%u &'''()(&
*ote" on !+,-) associate opened case and left memos.
*ote" on !+,-) associates advises this must be wor%ed at a .O$ machine because the order has multiple tenders so the case is
placed bac% into the queue waiting to be wor%ed.
Example -"
This issue has been resolved but no credit was issued.
#ront line associate created a case because the customer received wrong item.
/eview the Messages tab
On !+,-'0 its noted that the customer initially wanted to replace the order but then states to issue a credit.
On !+,-) 0 1ssociate advises the customer that a credit willonly be issued once the wrong item is returned. 1n email is sent to
the customer and case is resolved. 2e will not issue a credit unless the customer responds bac% to us advising if there are any
issues with them returing the wrong item received.
Example ("
3ere is an example where the issues was resolved and a credit was issued.
On !+,-40 the 1ssociate opens the case
On !+,-50 the 1ssociate advises that the credit has been issued for 6ohls 7harge for s%u &)((!&-(