Customer Support MSS Operations

Pickup Request Case Procedure

Section: Customer Support
Updated: 10/10/2014
Policy: Pickup Request cases should only be created i items are dama!ed or "ohl#s is at ault$
%e do not schedule pickups i it is the customer#s error &e'$ ordered (ron! si)e* color* or
item+$ Please see the ,UPS Pickup Procedure# to submit a pickup request throu!h UPS$
Pickup requests should only be submitted or items (ith a retail -alue o .100 or more$
Procedures:
Startin! (ith the irst case on the list* enter the number in the ,Case /umber# ield under
the ,Cases# tab$ Click on the ,Search# button$
Scroll do(n to -ie( all o the entries submitted or that speciic case$ 0ake sure to read
all o the notes submitted in ull beore proceedin!$
Please e1mail the customer throu!h the 20SS 1 3rder 4ccuracy2 queue in Connect
requestin! detailed pickup inormation &name* address* phone number* etc$+ i it has not
yet been conirmed$ 5hen place comments in the ,/otes# section that read ,61mailed
customer or pickup inormation#$
7 the pickup inormation has been conirmed* please see the ,UPS Pickup Procedure# to
process the pickup$
Item is Over $100 Retail Value
7 the item#s retail -alue is o-er .100* please email customer return options &8+ 1 return to
store 1 return by mail 1 or a UPS pick up$ Close case pendin! customer#s response$
7 pick up is needed* schedule the pick1up$ 3nce you ha-e ollo(ed the ,UPS Pickup
Procedure*# you (ill then copy and paste the trackin! number rom UPS into the case
note and close the case note (ith the notes* 9Pickup has been scheduled (ith trackin!
number :::$ Customer has been notiied$;
Item is nder $100 Retail Value
7 the item#s retail -alue is under .100* please process a return or the item &see ,Contact
Center Return Procedure# or urther instructions+$
Close the case$ <ocument the case (ith* 9Credit issued or S"U ::: per pickup policy$
Customer has been e1mailed$; 7t is important that you e1mail the customer in this
situation as (e are not perormin! the ori!inal task as requested$ /ot e1mailin! the
customer may create an additional contact askin! (hy a reund (as issued and a pickup
(as not scheduled$
!eadline: Cases should be (orked daily$
Primary point"s# o$ contact: <irect questions or system issues to your 5eam =ead or Coordinator$
Record %eepin&: Please enter the cases you ha-e completed into your U0R so that they can be
recorded and placed into a (orkload spreadsheet$
Pro&ram"s# needed: Contact Center* Connect* Commerce >ub* UPS$com
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