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    Phantom Orders

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    Carlos Lara
    This document provides guidance on how to handle phantom orders where a customer is charged but no corresponding order exists. It states that phantom orders cannot be retrieved and will be cancelled. The customer will have their funds reloaded onto their gift card or receive a new gift card via mail. The action steps instruct staff to call the lead customer care line to provide order details and obtain an order ID number. Staff should note the order ID but not provide it to the customer, and advise the customer their refund will be processed within 24-48 hours.

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    Phantom Orders

    Uploaded by

    Carlos Lara
    17 views1 page
    This document provides guidance on how to handle phantom orders where a customer is charged but no corresponding order exists. It states that phantom orders cannot be retrieved and will be cancelled. The customer will have their funds reloaded onto their gift card or receive a new gift card via mail. The action steps instruct staff to call the lead customer care line to provide order details and obtain an order ID number. Staff should note the order ID but not provide it to the customer, and advise the customer their refund will be processed within 24-48 hours.

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    Original Title

    Phantom Orders (1)

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    This document provides guidance on how to handle phantom orders where a customer is charged but no corresponding order exists. It states that phantom orders cannot be retrieved and will be cancelled. The customer will have their funds reloaded onto their gift card or receive a new gift card via mail. The action steps instruct staff to call the lead customer care line to provide order details and obtain an order ID number. Staff should note the order ID but not provide it to the customer, and advise the customer their refund will be processed within 24-48 hours.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    Download as pdf or txt
    17 views1 page

    Phantom Orders

    Uploaded by

    Carlos Lara
    This document provides guidance on how to handle phantom orders where a customer is charged but no corresponding order exists. It states that phantom orders cannot be retrieved and will be cancelled. The customer will have their funds reloaded onto their gift card or receive a new gift card via mail. The action steps instruct staff to call the lead customer care line to provide order details and obtain an order ID number. Staff should note the order ID but not provide it to the customer, and advise the customer their refund will be processed within 24-48 hours.

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    © All Rights Reserved
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    of 1

    9.29.

    2017

    PHANTOM ORDERS
    PURPOSE: To determine the correct course of action when a customer places
    an order, is charged, but no order populates (meaning it cannot be
    located in Admin)

    NOTES: Phantom Orders CANNOT be retrieved and will be


    cancelled.

    If the original tender was a Gift Card the customer will have
    their funds reloaded on the Gift Card OR they will receive a
    NEW Gift Card via USPS in 3-5 business days.

    ACTION: DO THIS:

    1. Call Lead Customer Care (LCC) for an order ID number.

    2. Provide LCC with the following:


    a. Date of charge
    b. Last 4 of the card
    c. Card type
    d. Amount of the charge

    3. If it’s determined that the charge was made with NRHL,


    LCC will provide you with an order ID number.

    4. List the order number in your notes when noting Admin


    and Right Now. DO NOT provide the customer with the
    order number.

    5. Advise the customer that they will receive their refund


    within 24-48 hours

    Phantom Orders
    Page 1 of 1

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