QA team meeting

Robert calls us because he wants to know the status of his return created on Nov 30, since in his account it appears as return received by Nordstrom, and he has not received the refund. What is the best option to solve the issue?

• Tell the cx that he must wait 3-5BD or 2 billing cycles from the day the tracking says received in the warehouse

• Create NPR lost return

• Inform that the cx must wait the 14BD that the return takes and that he will receive a confirmation email for the refund giving the refund TF

• Call CCL and transfer the cx

What information should you ask and tell the cx when they have a stolen package?

Maria calls us because her order has not moved since 11/28, and she wants a refund because it is taking too long. How would you resolve the case?

• Create NPR lost package because the cx is asking for the refund

• Offer an apology and inform that cx must wait 9BD since the last movement, notifying the last day of waiting so the cx can call us to create the refund request

• Create a manual refund.

• Advise the cx to call tomorrow for a refund request

Luiggi calls because he received an empty box. What is the NPR that we should use to solve the issue

• NPR stolen

• NPR lost package

• NPR unable to reroute

• NPR Item left out of the package

Laura calls because she wants an adjustment which applies to give her the adjustment, but her order is still preparing to ship. How should we solve?

• Tell the cx to call as soon as it is shipped.

• The cx must make the request from the page

• Create FU task and tell the cx that the department in charge will make the proper adjustment as soon as it is shipped.

• Partner with CCL to make the adjustment immediately

Henry is calling us because he bought a hat but received a pair of sneakers and is asking if he is going to receive the item he bought. How to solve the issue

• Tell the cx that he must go to the store to make an exchange

• Create an NPR wrong item received

• just apologize and say that you don't know how to solve it

• Offer an apology and tell the cx that the best way is to return it to receive the refund and if he wants we can help create a new order giving him the same price and offering expedited shipping

The following refund TF is correct:

3-7BD if the cx used online banking or 2 billing cycles if the cx used paper statements

• YES

• NO

What is the correct procedure if an NPR is denied?

• Tell the cx to call the DRT

• Partner with CCL

• Create a task

• Nothing, adv the cx to continued waiting

Do we have to educate the cx for return label and PA cases, even if we help them to create the request during the interaction?

• YES

• NO

How many seconds do I have to create the opening in phone interactions?

• 2 Seconds

• 3 Seconds

• 5 Seconds

• 4 Seconds