Four main Service Recovery Issue -Post depending in your bank's processing

Receipt -Wismo -Return -Order Modification. timeframe.

Authorization HOLD is Placed on the
customer's Account for the purchase amount
after the order is confirmed.
Batch Order Group of orders that we can’t
process and were canceled by our systems.
Email Address is the only billing info that can
be change.
Damage/Defective/Broken.
Order Status New Confirmed Quoted In
Process Printed Preparing for Shipment
Closed Work Voided.
Line Status Returned In Stock Canceled On
order Shipped.
Return Awaiting Credit These are credits that
were processed but not yet refunded.
Missing Merchandise if the customer receives
an empty box.
CSU tools we need to use in order for us to
check SUPC if it has balance or it’s been used
or expired.
MODIFYING: Customer before modifying
the order, it will generate a pending amount on
your account that will automatically fall off
whenever the item ships out. or Customer
before we proceed with your request, just to
share with you there will be a pending amount
that will show on your end this normally
happens if there will be a sudden change on
your account but don't worry it will
automatically be removed once you receive
the item/order. CANCELLATION: Customer
before I continue with your request, just want
to share with you that every time there will be
a change in an order or a request of
cancellation of an order ,system will generate
a pending amount on your account but dont
worry it will be removed automatically
Carriers

DHL Lone Star Overnight Pilot -Freight Services

>Seko On trac Pilot – Ontrac.

Order Timeline

Order Placement Tracking Assigned >Shipped

Delivered

Tracking Assigned

Each Shipment will have its on tracking

information

a tracking confirmation email will be sent to the

ship to customer when tracking a label is
created

tracking information can be provided to the bill

to or ship to cx, but only limited information can
be provided to a 3rd party customer

BOPS Order Timeline

Customer places an order Associates picks the

items from the store's inventory customer
receives electronic notification customer picks
up their purchase

BOPS Order Status Types

CONFIRMED - the order has been placed and

the credit card authorization has been recieved.

READY TO BE PICKED UP - the order is ready to

be picked up with returns

NOT READY FOR PICK-UP - The merchandise has

not been collected by the store associate,
details, price/fee adjustments, and
accommodations are possible during this status.

PICKED UP BY CUSTOMER/CLOSED - The order

has been picked up by the customer.

WORK - Changes have been made to the order,

but the order has not been reconfirmed. The
order will not process until it is reconfirmed.
VOID - The entire order has been voided;
nothing has or will be picked up.
STORE INITIATED RETURN DUE TO NO PICKUP -
the BOPS order was abandoned (Typically after
seven days), the customer decided they no
longer want the merchandise and the order was
returned
BOPS Fulfillment Process The order is
processed in FEDFIL. An automated alert is
sent to the store picking staff
Post Receipt Post shipment order issues like
missing, wrong item, damage or defective
items
Claims/Queue Overview Determine on how to
issue and submit a claim for resolution - Non-
Receipt - missing Merchandise - Damage or
Defective Merchandise -Wrong Merchandise
Note: We Can offer the Customer Two
options: -Credit - Reshipment (if the item is
available)
Service Expectation Actively listen to the cx
Apologize for the inconvenience/practice
empathy Review the order notes to confirm
this is the first time the issue is being reported
ask probing questions confirm your selections
prior to submitting the claim
Non-receipt and Missing merchandise the
customer did not receive anything from a
particular shipment Next Steps Review the
delivery status of the order to check whether
the order is still in transit or has been delivered
-if delivered, ask the customer if they checked
everywhere -if still in transit, report the
problem if there are no tracking updates and/or
the package is past the expected delivery
timeframe
Missing Merchandise (Short Ship) the
customer receive part of their their shipment
(missing items or additional quantities) the
customer receive an empty box
Next Steps Review the customers order
history to understands what was scheduled to
arrive within the box if the item is not listed, it
may have been sent as part of a different
shipment or part of another order
○ PREFERENCE RETURN SPIEL ○ "I have
successfully processed your return label, you
will be receiving an email confirmation within
an hour, after receiving all you have to do is
print it out, attached it to the package with the
receipt and then return it to the nearest UPS
location on your area, once we receive your
package, you'll be receiving another email
about the refund that will be processed within
( bank's processing system)" •-•-•-•-•-•-•-•-•-•-
•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•- ○ CANCELLING
SHIPMENT ○ Service Recovery then select
Locate order. click the Order number then
enter the number. (Modify Oder ) select
Cancel Order/item then select Continue. Scroll
Down to locate the item the customer would
like to cancel. Click on shipment 2 to confirm
the item is listed on this order. Scroll down to
confirm the item is listed on shipment 2. Click
on the 3 ellipsis. Click Cancel Shipment Click
Continue and Submit then OK. Minimize the
MSAE End Contact Click on the Department
Drop Down (COM) VOC Reasons (Update
Order) VOC Sub Reason (Add and Removed
Product). Select Send Feedback •-•-•-•-•-•-•-•-
•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•- ○ CANCEL
ORDER ○ Service Recovery then select
Locate order click the Order number then
enter the number. (Modify Oder ) select
Cancel Order/item then select Continue.
Verify the Complete name and Phone number
Click the 3 Ellipsis and click the CANCEL
THE ORDER click YES (cx automatically
will received the email that item was
successfully cancelled) Minimize the MSAE
End Contact Click on the Department Drop
Down (COM) VOC Reasons (Update Order)
VOC Sub Reason (Cancel Order) Select Send
Feedback heart 11 •-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-
•-•-•-•-•-•-•-•-•-•- ○ CHANGING THE
BILLING EMAIL-ADDRESS ○ Service
Recovery then select Locate order. click the
Order number then enter the number. Verify
the Complete name and Phone number Click
the pencil icon under email Enter the
customer's Email Address , then click save
minimize MSAE End Contact Click on the
Department Drop Down (COM) VOC
Reasons (Update Order) VOC Sub Reason
(Update Order Information) Select Send
Feedback •-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-
•-•-•-•-•- ○ CHANGING THE SHIPPING
SPEED ○ Service Recovery then select Locate
order. click the Order number then enter the
number. Verify the Complete name and Phone
number (Modify Oder ) select Change
Shipping Speed then Continue. Click the 3
Ellipsis and click the Change the shipping
Speed. Scroll down to view all shipping
options Click Express, Ground, and Premium
(depend on customer's Request) then Submit.
Minimize MSAE VOC Reasons (Update
Order). VOC Sub Reason (Update Order
Information). Select Send Feedback. •-•-•-•-•-
•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•- ○
CHANGING SHIPPING ADDRESS ○
Service Recovery then select Locate order.
click the Order number then enter the number.
Verify the Complete name and Phone number
(Modify Oder ) select Edit Customer Info then
Continue Click the 3 Ellipsis and click the
Edit shipping address. Click Add New
Address. Enter Customer New Address the
Press Enter Click Submit. Scroll down to
make that the shipping Address was correct.
Minimize MSAE VOC Reasons (Update
Order). VOC Sub Reason (Update Order
Information). Select Send Feedback. •-•-•-•-•-
•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•- ○
CHANGING PICK UP DETAILS ○ Service
Recovery then select Locate order. click the
Order number then enter the number. Verify
the Complete name and Phone number
(Modify Oder ) select Edit Customer Info then
Continue Click the 3 Ellipsis and click the
Edit Pick Up Details. Click on the Customer
Pick Up details. Edit Customer Pick Up
Details Click apply to all eligible Shipment
then Submit Minimize MSAE VOC Reasons
(Update Order). VOC Sub Reason (Update
Order Information). Select Send Feedback. •-
•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•-•- ○ 3
Ellipsis ○ Order level Shipment level Item
level
POD (Proof of delivery) if the package was
delivered and signed for MSA will alert you
that a POD email will be sent
Damage and Defective Merchandise Damage
Merchandise - Merchandise that shows signs
of physical damage Defective merchandise -
Merchandise that has a functional defect
(cannot work as intended)
Merchandise not Expected Back Sometimes
when an item arrives damaged or defective we
tell the customer to discard the merchandise
and we do not want it back requesting the item
to be marked as "Not Expected Back"
Unified Order Platform (UOP) is a modern
customer order management platform that will
collect and manage all small ticket and big
ticket orders for our Macy's and
Bloomingdale's brands and partners
Wrong Merchandise a customer reporting that
the wrong merchandise was received The
timeframe for a customer to claim wrong
merchandise is 30 days from the delivery date
wrong merchandise must be returned by mail
if the item is completely wrong if the UPC
receives MATCHES the item ordered and the
customer decides to return it to the store do
NOT submit a queue
Understanding Claim Alerts Approve (for
credit or reship) Denied or needs further
review 30 days past delivery Duplicate Claim
Not available for Reshipping
Denied Claims An incorrect Claim was
submitted -the customer reported missing one
item, but claim for non-receipt of the entire
order was submitted instead of a missing item
claim System Error -A non-receipt claims was
submitted for an order marked as delivered,
but the claim was denied because the system
flagged it as still in- transit Multiple Claims
submitted within a short time - this could
happen if the in-transit period has not passed
and the agent keeps submitting claims for non-
receipt and then the merchandise is delivered
to the customer or the customer calls multiple
times after the claims was denied and the
agent keeps submitting a queue The type/value
of the merchandise -A non-receipt claim for a
$1,800 Chloe handbag may be denied due to it
being flagged as a high-risk item or high
dollar amount The Customer is Blocked or
Flagged as an abuser