CSR2 Best Practices: Process Calibration

What should we advise the client if they are waiting for a refund and their original payment method (card) has been closed.

• They will receive a check.

• The refund will still go to the account (not the card) they originally paid with.

• They will not receive the refund.

• Advise them that operation support will reach out via email with a resolution.

Why can't a client use the QR Code (paperless return) at UPS Dropoff locations?

• That's the policy.

• The QR Code process is not available at all UPS Locations.

• There is no UPS representative there to box the items,Print the label, and ship the package.

• The client can only take it to the location near them.

When a clients order is Returned to Sender without them requesting it and it has reached back to the Distribution center. What is the correct process to follow?

• Submit a refund status inquiry, mark it do not refund, and send a replacement to the client.

• Advise the client to reach out to UPS.

• Advise the client that because the order has reached the distribution center a refund will be issued and they will need to reorder. Also offer boxes to cover rewards lost if needed.

• Submit a missing order tracer.

When a clients order is Returned to Sender without them requesting it and it has not reached back to the Distribution center. What is the correct process to follow?

• Submit a refund status inquiry, mark it do not refund, and send a replacement to the client.

• Advise the client to reach out to UPS.

• Advise the client that a refund will be issued and they will need to reorder. Also offer boxes to cover rewards lost if needed.

• Submit a courier address change to have the package rerouted.

True or False: A RTS Can only be escalated if there is a tracking number?

True or False: A CSR2 Can approve a food return that is 51-60 days from receipt of the package.

True Or false :  A call tag  can be approved by a TL Or a CSR2

When a client reports a QAQC and he/she prefers a refund, which departments can approve that?

• Business Support Manager

• TLs Team

• CSR2 team

• OPS support

If a CSR is having any kind of system issues, who can approve them to do BTS

• Training Team

• they can do BTS without authorization

• TLs/CSR2

• Workforce