Refresher training 3 10-11


Published on

Revised with updates.

  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Our first Refresher Training was held last week on 3/1/11.
  • We have a new way of creating SR issues.We no longer select the book number under the “Additional Information” column to create an SR issue. If you are still doing that, please stop. The new procedure for creating SR issues is to click SR issue from the menu option on the top of the OPS page then select create.
  • To help improve communication between departments, the procedure in creating SR issues has changed in only 2 ways.How we enter the affected item into the SR issue andHow we assign the SR issue.
  • It MUST be entered in that format (case sensitive) or else the book will not be added to the SR issue correctly. The 6 digit number is connected to any inventory.
  • If a customer has contacted us before and the notes reference an SR issue but when you view the order in OPS you do not see one, it is probably because the SR issue is closed. I am going to go over how to search for closed SR issues.
  • Under the Additional Information column, select the book #.
  • You will then be brought to the View Book Instance page. On this page, if there are closed SR issues you will see a box equaling the total number of SR issues closed.
  • Change the status to OPEN.Add your notes.Change the owner to OPERATIONS.Select Save** You do NOT need to email anyone about re-opening the SR issue.
  • Replacements that are made using the reason code “Item Damaged (item shipped and is being returned)” are books that are, damaged, books that are in poor condition, books that are missing volumes, the wrong book, the wrong edition. Any time an item was shipped to the customer and is being returned you will select the reason code “Item Damaged”.
  • It is very important that items are closed out properly so our financial records are correct. Because of inventory management, this change was made to truly account for the items we have in stock. ** DO NOT CLOSE OUT BOOKS ANYMORE, you should not touch any of the close out reasons.Simply create or re-open a closed SR issue and note it that the book should be closed out. Operations and our receiving warehouse will take care of closing out all of the books. It is very important that if a book needs to be immediately closed to satisfy a customer that Marvin, Leigh or Danielle approve it and that it is noted in the SR issue.
  • From HELP page: Refunds due to our error will be refunded in full. For refunds not due to our error, the price of the rental plus any applicable tax will be refunded; please note, shipping is not refunded.All items must be returned in their original condition. Please allow 2-4 weeks for your refund to process completely and appear on your credit/debit card statement. There is more information in our service policy.
  • Again, there are 3 types of refunds. Pending, Immediate – Full Refund or Immediate – Partial Refund.
  • Many of you have been receiving emails about pending refunds. I’m going to go over how to take care of them.A pending refund is made when we are waiting on something to happen before refunding the book. An example would be: 1. Waiting for the customer to ship back their item. 2. Waiting for the shipping carrier to deliver an item. 3. Waiting for a distributor to refund or receive a return. 4. a customer accidentally used the regular rental return label instead of the refund label.
  • *Ignore the refund only if the book was postmarked OR received by the warehouse after 21 days of the order date. *Convert to Immediate Refund, this will grant the refund immediately.*Delete pending refund, this option is for customers that originally requested a refund but then decided to keep the book OR you can ignore the refund to have a record that the refund was requested.
  • If the customer contacts us Pre SLA, we must tell the customer to wait until the end of SLA before we can offer a replacement or a full IMMEDIATE refund.
  • * On January 27th Marvin sent out an email to update our UPS Claim policy. In order for UPS to successfully process the UPS claim, they request a receipt number that the customer should have received from the UPS store. Without an initial scan by UPS, it is impossible to file a successful claim without any proof that UPS had the package in their possession. This receipt number qualifies as proof. If the customer does not have this receipt number there is, unfortunately not much we can do and it is very unlikely that UPS will allow us to proceed with the claim. If the customer needs more time, you may extend the rental date with a courtesy free extension of up to 2 weeks.
  • The SR issue is assigned to John Arathoon.
  • Refresher training 3 10-11

    1. 1. CS Refresher Training<br />March 10th, 2011<br />
    2. 2. Review of Last Refresher Training<br />New procedure for creating SR issues<br />How to search for closed SR issues<br />Re-opening SR issues<br />Review of pending refunds and the 3 options<br />
    3. 3. Out with the old in with the New<br />Old Procedure for SR Issues<br />New Procedure for SR Issues<br />
    4. 4. Creating SR Issues<br />The 6 digit line item number has now been added to orders in OPS. It is located under the column Status/ISBN.<br />
    5. 5. When adding books from an order to an SR issue use the 6-digit number instead of the FNSKU or ISBN. Enter it in the format “LI_######” .<br />Click DONE when all items affected by the issue have been added to the issue.<br />
    6. 6. Searching for Closed SR Issues<br />
    7. 7. Step 1: Select the book #<br />
    8. 8. View Closed SR Issue<br />
    9. 9. Re-open Closed SR Issues<br />CLOSED SR ISSUE<br />Operations<br />
    10. 10. Refresher Training Topics Today<br />Store contact<br />New replacement update<br />Update for closing books<br />Unauthorized use of credit/debit card<br />Shipping policy for Canada<br />Refund types<br />UPS Claims<br />
    11. 11. Stores Contact<br />Our Stores contact is Clare Kirk. If you have anything urgent that you need BookRenter store help with, please send an email to clare.kirk@bookrenter Monday through Thursday.<br />On Fridays, please contact Chris Hutchison. His email address is chris.hutchison@bookrenter<br />
    12. 12. New Replacement Update<br />Any replacement that is created with the reason code “Item Damaged (item shipped and is being returned)” will change the original item into a 30-day rental.<br />The original item is bound by all rules pertaining to the 30-day rental, which means, the customer can be charged auto-extensions and a buyout. However, the buyout price will be set to the 30-day rental rate instead of the original rental period rate. <br />ORIGINAL<br />
    13. 13. Closing Books<br />Do not close books anymore<br />Simply create a new SR issue or re-open a closed SR issue<br />Books will be closed by Julie, John or Josh<br />If something needs to be marked closed immediately to satisfy a customer, Marvin, Leigh or Danielle need to approve<br />
    14. 14. Unauthorized Use of Credit/Debit Card<br />If the card holder knows the person in the shipping information, do the following:<br />Instruct the caller to tell their friend to return their rental so they are not charged further.<br />If the card holder does NOT know the person in the shipping information, do the following:<br />Note the card holder’s call in RightNow and detail that they stated it was a fraudulent order.<br />Instruct the caller to file a complaint with their bank.<br />Close the ticket.<br />
    15. 15. Canada Shipping<br />Standard $10.75 + $2.50 per item (5 – 10 Business Days) <br />We’ve got the fastest shipping in the industry! Standard orders are typically shipped in 1-2 business days, and are usually received within 7 – 8 business days of shipment. Standard shipping is the only shipping method that will deliver to Post Office Boxes. <br />Express $15.50 + $2.50 per item (3 - 4 Business Days) <br />Express shipments are guaranteed at your door within 4 business days after an order is processed and shipped (Express orders usually ship within 2 business days of your order date). We will not deliver any Express shipments to Post Office Boxes or on Saturday, Sunday, or observed holidays. <br />Please note: Express orders cannot be cancelled once placed. Please double check your order before placing!<br />
    16. 16. Refunds<br />3 types of refunds:<br />1) Pending refund<br />2) Immediate – partial refund<br />3) Immediate – full refund<br />If BookRenter makes a mistake with the order (e.g. books do not match the order or books with major damage, as determined by BookRenter in its sole discretion, are shipped), we will gladly refund the customer in full (including books, shipping and tax). <br />If the customer makes a mistake with the order, we will gladly refund the customer the full rental price of the book and any taxes they paid as long as the book is returned within 21 days of the order date.<br />
    17. 17. Create the Refund<br />In order to create a refund while in OPS, select ‘Refund’ under the Action column of the customer’s order.<br />
    18. 18. Pick Your Refund Type<br />
    19. 19. Pending Refund<br />
    20. 20. 3 Options for a Pending Refund<br />
    21. 21. Immediate FULL Refund Post SLA<br />
    22. 22. Refunds Pre/Post SLA<br />
    23. 23. UPS Claims<br />Customer MUST have generated a prepaid UPS shipping label from their BR account on or BEFORE the date that they claim the book has been returned to BR.<br />Customer must provide the address of the UPS Store or drop box that was used for their return.<br />Customer must provide the date that the return package was dropped off at the UPS Store or drop box.<br />CSR MUST verify that the address of the UPS Store or drop box that has been provided by the customer is a VALID UPS location. This information is verified by going to the locator tab on the UPS website. <br />A receipt number.<br />
    24. 24. SR Issue<br />Create the UPS Claim SR issue. Below is an example of the details that you should note in the SR Issue:<br />Customer returned book on December 9, 2010 to UPS drop box at the following address:<br /> 555 Any Street<br /> Any Town, AZ 99999<br />