UC Accommodations PKT

Customer has not received their order and wants to know where it is. When you look in CSP the order shipped 3 days ago. They provided the Portrait ID and Access Code. What should you do?

• Educate the customer the order shipped 3 days ago and should arrive 7-14 business days from when it shipped

• Apologize and offer a refund in CSP

• Submit an adjustment

• Apologize and submit a refund request specialty flow

Claire's son plays for the Varsity soccer team. They received the JV soccer team printed on their Sportsmate by mistake. What should you do?

• Submit a Privacy Flow

• Submit a Sports Expanded CR with Reason: Wrong Team

• Offer the customer a refund

• Submit a Sports Expanded CR with Reason: Team Print (no individual)

What is the only method for customers to sign up for Lifetouch Rewards?

• At the corporate office

• 
  By calling customer support

• Through the mylifetouch.com website

• Through an in-store representative

What type of reward do customers receive for signing up for Lifetouch Rewards, and where can it be redeemed?

• A free digital download by customer service

• A discount code when they call in

• A free photo book redeemable through Lifetouch customer service

• A promotional item redeemable on shutterfly.com

Cristina wants to change the background that she received. She ordered the basic package. What should you do?

• An adjustment

• Offer a refund for them to place another order

• Submit a research request

• Educate the customer that basic package comes with default background

What information must be entered in ALL CAPS to avoid processing delays when issuing a check refund?

• The customer's name and mailing address

• The customer's payment method

• The order description

• The customer's email address

True or False: When offering accommodations to de-escalate a contact, you should always offer the greater amount of a refund first.

• 
  True

• 
  False

What should be done if a customer requests a refund for a credit card payment but the account used for the original payment is closed/no longer exists?

• Ask for the refund to be issued to the customer’s new account.

• Process the refund to the closed account as required by PCI Compliance and advise the customer to contact their financial institution for further questions regarding the refund.

• Refund the customer directly via check.

• Refund the customer via Refund Specialty Flow to have the refund processed to an account of the customer's choosing

What should you do if a customer reports their refund has not been received after the expected 6-8 weeks?

• Issue a second refund immediately

• Advise the customer to wait an additional two weeks

• 
  Submit a Specialty Flow Refund Request

• 
  Cancel the refund and start a new order

What is the KB article number for this department's accommodation guidelines?