Main Systems

1. SNAP

Verification, Check incidents and messages, order history, shortcuts for: orders, shopping
accounts, y2y rewards and cases leave the NOTES and CATEGORIES (Root cause or main reason for
calling) UNHOLD Tab for Email Troubleshooting.

2. KOS
 Placing an online order: override the free shipping for the cx, expedite the shipping( 1 or 2
days delivery), Bopus or Boss, Do NOT mention Credit Cards Numbers or brands of the
credit card, Apply Appeasements codes.
 Finding customer orders placed as Guest or with Shopping Account( Benefits) and K$ in
the lookup Bar
 Reviewing an order:
Order Details (Shipping address, date, order number, Tracking Number)
Accommodations up to 50 dollars
Check the status of the order, (Fulfillment, Complete Submitted, Cancelled, Rejected or
Blocked)
Auth/ Activity TAB: Check who placed the order and If Fraud Cancel the order (CHALLENGE
or accepted)
Manage order TAB: process to cancel an order.
Kohls Cash TAB: where you can sent the customer the email for the kohls cash.
ORDER DETAILS: Replace an online order, Modify the order or POP UP.

 Shopping Account Issues: Process to resolve issues with the status for the account LOCKED
OUT, Password reset process, SPAM, UNHOLD TAB in Snap. LINK y2y with shopping
accounts.

3. LOYALTY LABS:
 Missing Points: Wait 48 hours
 Merge Accounts
 Linking Shopping Accounts with Y2Y rewards accounts (Script)
 Update Information when missing
 Analyze Y2Y Transactions and Rewards
 Resend a Certificate.

Baby Systems

 Rewards Management Application (RMA) : K$ and Y2Y Certificates, check transactions

and VOID it.
 CICSP1: Check the SKU or UPC and Gift Cards Transactions
 Electronic Journal (EJ): Check receipts from the stores, (xxxx/xxxx/xxxx)
(Store/ Register/ Transaction)
 KPEP: Check the price of the items in the past.
  Yes to Link: Link or unlink the Y2Y Rewards account with the Kohls Charge.
 OSCR: Check where the package is coming from if it is coming from the DS or EFc.

Common Scenarios:

 Delivered Not received( IF + 250 dollars Open Package Trace Case)

 Stuck In Transit ( IF + 250 dollars Open Package Trace Case)
 Missing item in Received Order ( If + 250 open Missing Item Case)
 Label Crated( IF + 250 dollars Open Package Trace Case)
 Damaged Item ( If + 250 Dollars offer the Return Options)
 Wrong Item( If + 250 Dollars offer the Return Options)