DC Operations eFC Missing Item

eFC Missing Item

Policy and Procedure Document
Updated: July 10, 2014
Case ype !eneral In"o
Missing Item cases are created to credit the customer for items that were
missing from their shipment or from sets.
Missing Pieces "rom #edding sets
We are unable to send replacements of any kind for bedding sets (offer discount
or pick up).
$al" or more t%an %al" o" t%e set is missing and t%e item is o&er '100 retail
We cannot send replacements. Offer a 101!" discount on item or pick up for
remainder of set for full credit.
Items "rom set are missing and set retail &alue is under '100 retail
#redit for the merchandise and add to the 1$! %preadsheet.
Clot%ing sets t%at %a&e t(o pieces
If one is missing we cannot re&uest replacements.
'ess than (100 retail) credit the customer for the item.
*reater than (100 retail) schedule a pickup for the item or offer a discount
101!"
Item is missing "rom a pac)age (it% multiple items in it
+e,iew the order to see if the item was shipped alone or if the item was
shipped with other items.
%hipped alone- we will need to trace the package. .orward this case note
o,er to /0race +e&uest1) or change the &ueue to trace re&uest and work the
case if trained.
%hipped with other items- issue credit for item and enter on the 1$!
%preadsheet.
ypes o" Missing Item Cases
+emember) you will always email the customer to ad,ise them if the action
is different from what the phone agent pre,iously ad,ised.
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DC Operations eFC Missing Item
$o( to Credit "or a Missing Item*s+
Open the case in #onnect.
+ead notes in the message tab if pri,ate notes are entered.
+ead the notes in the #ase 2etails tab.
'ocate order number in #onnect.
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DC Operations eFC Missing Item
4nter order number into #%#.
Make sure the status is /complete1 and hit /Work On1 to acti,e the order.
#heck the form of tender on order) before mo,ing on.
#hange the case status to 5O%) when the form of tender contains a 6M+#) 6ohls
#ash) *ift #ard or a Multiple 0ender or if you order contains a /canceled item1.
If the item being returned is a 2% item) change to the correct &ueue.
#hange the case status to #I+ if the item7s retail is o,er (100.00.
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DC Operations eFC Missing Item
#lick on items to pull up the tracking number) and ,erify that the missing items
were shipped under one tracking number.
Once confirmed the sku is missing) enter your information on the 1$!
Once you hit /Work On1 -
#lick off 9 6eep in my acti,e tickets and share with customer
#lick on 9 #lose ticket
#lick O6
:
DC Operations eFC Missing Item
#lick on +eturn or 4;change Items
i
!
DC Operations eFC Missing Item
%elect missing %6< and enter the &uantity) select /other1 as the reason code
#lick on continue
#lick submit return
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DC Operations eFC Missing Item
+eturn is now complete. #opy and paste your +M> number in your case notes
#losing a case re&uires multiple steps
2ocument your information in the case notes
<pdate 4.#
#hange status
>ssigned will be changed to /no ,alue1
%a,e and close
?
DC Operations eFC Missing Item
4nter missing items on your 1$! template
$