The document summarizes topics from a CS refresher training including: a new procedure for adding items to SR issues using a 6-digit line item number; searching for closed SR issues; reopening closed issues; refund types and processes; and requirements for creating UPS claims if a customer reports a package was not received.
The document summarizes the topics covered in a CS refresher training. It discusses new procedures for creating support request (SR) issues and searching closed issues. It also reviews pending refunds and the 3 refund options. New procedures are outlined for replacements, closing books, and handling unauthorized credit card use and shipping to Canada. The document concludes with instructions on creating refunds and UPS claims in the order processing system.
Creating SR Issues now requires using the new 6-digit line item number found under Status/ISBN when adding books, entering it as "LI_######". Once all affected items are added to the issue, click DONE. When searching for closed SR issues, select the book number to view the 1 closed issue associated with it. Closed issues can be re-opened from the CLOSED SR ISSUE screen and pending refunds provide 3 options.
Jeudi de l'info du 17 décembre 2009 - Les Kindles à la BCUguestb4c48e4
Présentation de l'expérience menée par la Bibliothèque Cantonale et Universitaire de Lausanne (BCU Lausanne). Le but étant de recueillir l'avis des usagers sur l'utilisation des Kindles DX d'Amazon et de proposer un tour d'horizon des e-readers disponibles sur le marché.
Billed for Merchandise You Never Received? Here's What to Do- Mark - Fullbright
All product and company names mentioned herein are for identification and educational purposes only and are the property of, and may be trademarks of, their respective owners.
It Works Loyal Customer Program | BodyWrapsCenter.combodywrapscenter
Become an It Works Loyal Customer and save up to 40% on purchases, earn Perks Points for future orders, FREE shipping, and no membership fee!
To learn more and sign-up as an It Works Loyal Customer now, visit: http://bodywrapscenter.com/it-works-storefront
At Resolvly, we help with Debt Relief, Private Student Loan Debt, Foreclosure Defence, Medical Debt & Credit Card Debt. We have relieved many people from crushing debt loads by having their debts completely dismissed. Debt relief and dismissal is not a hoax or a gimmick — it is a completely legitimate debt strategy that protects your legal rights as a consumer. If you are buried deep in debt and are considering bankruptcy, debt consolidation or debt settlement, please give us a call before you do anything else. There’s a good chance we can get your debt completely dismissed. At Resolvly we want to help you end your debt nightmare once and for all.
This document provides shipping and payment information as well as return policies. Shipping within Metro Manila costs PHP 45, within provinces costs PHP 120, and direct shipping via LBC costs PHP 225. Delivery takes 1-2 days within Metro Manila and 3-5 days within provinces. Payment can be made via LBC Pera Padala, Palawan Pera Padala, PayPal, Coins.ph, or Western Union. Returns can be made within 7 days for a refund or exchange, but swimwear and underwear cannot be returned for hygienic reasons.
The document summarizes the topics covered in a CS refresher training. It discusses new procedures for creating support request (SR) issues and searching closed issues. It also reviews pending refunds and the 3 refund options. New procedures are outlined for replacements, closing books, and handling unauthorized credit card use and shipping to Canada. The document concludes with instructions on creating refunds and UPS claims in the order processing system.
Creating SR Issues now requires using the new 6-digit line item number found under Status/ISBN when adding books, entering it as "LI_######". Once all affected items are added to the issue, click DONE. When searching for closed SR issues, select the book number to view the 1 closed issue associated with it. Closed issues can be re-opened from the CLOSED SR ISSUE screen and pending refunds provide 3 options.
Jeudi de l'info du 17 décembre 2009 - Les Kindles à la BCUguestb4c48e4
Présentation de l'expérience menée par la Bibliothèque Cantonale et Universitaire de Lausanne (BCU Lausanne). Le but étant de recueillir l'avis des usagers sur l'utilisation des Kindles DX d'Amazon et de proposer un tour d'horizon des e-readers disponibles sur le marché.
Billed for Merchandise You Never Received? Here's What to Do- Mark - Fullbright
All product and company names mentioned herein are for identification and educational purposes only and are the property of, and may be trademarks of, their respective owners.
It Works Loyal Customer Program | BodyWrapsCenter.combodywrapscenter
Become an It Works Loyal Customer and save up to 40% on purchases, earn Perks Points for future orders, FREE shipping, and no membership fee!
To learn more and sign-up as an It Works Loyal Customer now, visit: http://bodywrapscenter.com/it-works-storefront
At Resolvly, we help with Debt Relief, Private Student Loan Debt, Foreclosure Defence, Medical Debt & Credit Card Debt. We have relieved many people from crushing debt loads by having their debts completely dismissed. Debt relief and dismissal is not a hoax or a gimmick — it is a completely legitimate debt strategy that protects your legal rights as a consumer. If you are buried deep in debt and are considering bankruptcy, debt consolidation or debt settlement, please give us a call before you do anything else. There’s a good chance we can get your debt completely dismissed. At Resolvly we want to help you end your debt nightmare once and for all.
This document provides shipping and payment information as well as return policies. Shipping within Metro Manila costs PHP 45, within provinces costs PHP 120, and direct shipping via LBC costs PHP 225. Delivery takes 1-2 days within Metro Manila and 3-5 days within provinces. Payment can be made via LBC Pera Padala, Palawan Pera Padala, PayPal, Coins.ph, or Western Union. Returns can be made within 7 days for a refund or exchange, but swimwear and underwear cannot be returned for hygienic reasons.
- The document outlines Backcountry.com's refund and exchange policy, explaining that customers can return items for a refund or exchange and that exchanges are preferred to keep money within the company.
- It provides steps for processing refunds and exchanges, including issuing a return merchandise authorization (RMA), checking inventory for exchanges, and noting returns and refunds on orders.
- It addresses various scenarios like an item returned years later, returning an item not purchased from Backcountry, and rules for seasonal item exchanges. It notes returns will be processed within 5-7 days of receipt and customers pay for return shipping.
The document discusses types of good news and neutral news messages, providing examples and best practices for writing thank you messages, orders, claims, responses and other routine business communications in a direct and positive tone to build goodwill and encourage future business. It also provides tips on planning messages, composing drafts, and completing messages to ensure clear, well-organized communication.
Sample-FRN Fundraiser Group Start-Up Packet2Tina Deitrick
The document is announcing a Butter Braid pastry fundraiser for a high school band. It provides information on the sale dates, prize program for items sold, how to submit order forms and money, and delivery details. Participants are asked to turn in all order forms and money by September 16th. Individuals will receive a free item for every 15 items sold. Order forms must include names and contact information. Safety during sales is emphasized.
Paucileather, an online fashion store catering you the best quality of leather products like black leather jackets online in the most affordable and fashionable range. Paucileather.com is certainly a one stop shop for all your Leather Clothing and Leather Accessories needs, both for men and women. We promises you the most stylish, innovative and comfortable outfits that is bound to get you admiration and compliments from everyone. Be it a special occasion like a party, a date or casual outing like a bike ride, a shopping spree. Men as well as women can buy leather jackets online and also other leather appeals at very low prices. Paucileather.com will provide you the most practical fabric for all the special moments of your life.
The letter is a request to amend a previous payment agreement with a creditor due to worsening financial circumstances. It informs the creditor that the writer's income has significantly reduced, leaving no choice but to lower the monthly payment amount. The new proposed monthly payment amount is listed. The letter thanks the creditor for understanding and looks forward to their consideration of the request. It provides contact information for any questions.
The Virtual Bookstore has the following return policy:
Course materials can be returned during the same semester if they are in new condition and are returned within 21 days of purchase. Electronics, special orders, and imprinted items cannot be returned. Clothing can be exchanged for a different size if returned within 14 days in new condition. Items being returned must be shipped with a tracking number and will only be credited if the return policy requirements are met. Damaged items can be exchanged by contacting customer support. Students must use the Virtual Bookstore website to make any adjustments to orders.
When responding to claims, there are three main goals: 1) rectify any wrongs, 2) regain customer confidence, and 3) promote future business. It is important to be prompt, personalize the response, empathize with the customer, and thank them for bringing the issue to your attention. If the claim is reasonable, offer an adjustment graciously. If it is unreasonable, give reasons for refusing or partially accepting while avoiding negative statements and closing positively.
This bank statement summarizes John Doe's checking and savings account activity from January 1st to February 1st, including deposits, withdrawals, fees, and a current balance of $14,347.71. It shows deposits from payroll and other sources, withdrawals including checks and debit transactions, as well as interest earned of $2.53 for the statement period. The statement also includes advertisements for various bank services and products.
Zepo Logistics Disclaimer. Please go through this before using our services.
The first slide contains a video. Please view the video and go through the presentation to get complete and clear understanding of the logistics services sold by Zepo.
What to do if you receive a letter from a debt collector. Presented by the Civil Litigation Advice and Resource Office of Buffalo, NY. CLARO is a project of the Western NY Law Center. This slideshow provides general information and does not provide legal advice, which you can only get from an attorney.
The document discusses how to handle customer complaints, claims, and adjustments. It provides guidance on:
1. Writing complaint letters to express dissatisfaction and response letters that apologize and offer explanations without being defensive.
2. Writing claim letters to inform companies of problems and request compensation, while avoiding an angry or demanding tone and including necessary details.
3. Writing adjustment letters for claims that grant, compromise on, or deny requests, with the goal of restoring customer goodwill and confidence in the company.
- Buyers can return items within 10 days of delivery for most categories or 30 days for books and lifestyle. Sellers must accept or reject returns within 48 hours and refund buyers if replacements aren't available.
- The document outlines reasons for returns, how sellers should streamline the return process, potential disputes and consequences, and reverse shipping and commission rebate policies.
- It provides guidance to sellers on navigating the returns dashboard to view return requests, seek additional details from buyers, and accept or reject returns, noting the importance of handling returns properly to avoid disputes.
- Buyers can return items within 10 days of delivery for most categories or 30 days for books and lifestyle. Sellers must accept or reject returns within 48 hours and refund buyers if replacements aren't available.
- Reasons for returns include wanting a replacement, delivery failures, or order cancellations. Customer support tries to resolve issues without returns by offering gift cards for minor problems.
- Sellers can view return requests on the "Returns" dashboard and must take action within 2 days to accept, reject, or request more details from buyers. Rejections may lead to disputes. Reimbursements are provided for some manufacturer defects and exchanges.
This document provides guidance on writing negative messages or conveying bad news effectively. It recommends using a specific structure that includes pacing the reader's expectations with a brief positive opening, then providing a logical explanation and reasons for the negative information. When possible, positive alternatives or outcomes should be emphasized to help the reader save face. Specific actions the reader needs to take should be clearly stated. Sample letters are provided that illustrate conveying order delays or declines in a way that maintains rapport with the reader and motivates them to take further action. The goal is to communicate negative information in a way that considers the reader's perspective and preserves the relationship.
Net Worth Enterprises Inc. is a small billing agency that offers customized billing and collection services for clients. They work to get payments from past due clients, file insurance claims, and refer unpaid balances to collections agencies. Using their services allows clients to save time on paperwork and free up staff for other tasks. Their process involves sending two letters and making two phone calls to collect unpaid balances, then reporting debts to credit bureaus or taking legal action if needed. They have standard letters they send to clients with overdue balances and a collection service agreement that clients can sign.
Net Worth Enterprises Inc. is a small billing agency that offers customized billing and collection services for clients. They work to get payments from past due clients, file insurance claims, and refer unpaid balances to collections agencies. Using their services allows clients to save time on paperwork and free up staff for other tasks. Their process involves sending two letters and making two phone calls to collect unpaid balances, then reporting debts to credit bureaus or taking legal action if needed. They have standard letters they send to clients with overdue balances and a collection service agreement that clients can sign.
The document provides information about various payment documents and methods used in business transactions. It defines key documents like invoices, pro forma invoices, and statements of account that are used to record payments and transactions between buyers and sellers. It also outlines different payment methods including bank transfers, checks, letters of credit, cash on delivery and more. Specific examples and definitions are provided for certain payment documents and methods.
For any question about your order or delivery please contact our Customer Service Team or contact us by email leather@leathercollection.us. We will endeavor to respond to each query within 24 hours.
Kids Holiday Gift Shop | School Christmas Store | Kids KastleKidsKastleHolidaySho
Kids’ Kastle Holiday Shoppes are the most wanted School holiday shops for the past 35 years. We provide gift ideas for Christmas. Call us for school christmas shop ideas.
eBay Radio 2011: Mind Blowing, Do-Them-Yourself Secret Weapons For Wildly Eff...Debbie Levitt
This is the slide deck from Debbie Levitt of As Was. The presentation was about mind-blowing changes you can make to your eBay listings to increase sales. So go do them!
- The document outlines Backcountry.com's refund and exchange policy, explaining that customers can return items for a refund or exchange and that exchanges are preferred to keep money within the company.
- It provides steps for processing refunds and exchanges, including issuing a return merchandise authorization (RMA), checking inventory for exchanges, and noting returns and refunds on orders.
- It addresses various scenarios like an item returned years later, returning an item not purchased from Backcountry, and rules for seasonal item exchanges. It notes returns will be processed within 5-7 days of receipt and customers pay for return shipping.
The document discusses types of good news and neutral news messages, providing examples and best practices for writing thank you messages, orders, claims, responses and other routine business communications in a direct and positive tone to build goodwill and encourage future business. It also provides tips on planning messages, composing drafts, and completing messages to ensure clear, well-organized communication.
Sample-FRN Fundraiser Group Start-Up Packet2Tina Deitrick
The document is announcing a Butter Braid pastry fundraiser for a high school band. It provides information on the sale dates, prize program for items sold, how to submit order forms and money, and delivery details. Participants are asked to turn in all order forms and money by September 16th. Individuals will receive a free item for every 15 items sold. Order forms must include names and contact information. Safety during sales is emphasized.
Paucileather, an online fashion store catering you the best quality of leather products like black leather jackets online in the most affordable and fashionable range. Paucileather.com is certainly a one stop shop for all your Leather Clothing and Leather Accessories needs, both for men and women. We promises you the most stylish, innovative and comfortable outfits that is bound to get you admiration and compliments from everyone. Be it a special occasion like a party, a date or casual outing like a bike ride, a shopping spree. Men as well as women can buy leather jackets online and also other leather appeals at very low prices. Paucileather.com will provide you the most practical fabric for all the special moments of your life.
The letter is a request to amend a previous payment agreement with a creditor due to worsening financial circumstances. It informs the creditor that the writer's income has significantly reduced, leaving no choice but to lower the monthly payment amount. The new proposed monthly payment amount is listed. The letter thanks the creditor for understanding and looks forward to their consideration of the request. It provides contact information for any questions.
The Virtual Bookstore has the following return policy:
Course materials can be returned during the same semester if they are in new condition and are returned within 21 days of purchase. Electronics, special orders, and imprinted items cannot be returned. Clothing can be exchanged for a different size if returned within 14 days in new condition. Items being returned must be shipped with a tracking number and will only be credited if the return policy requirements are met. Damaged items can be exchanged by contacting customer support. Students must use the Virtual Bookstore website to make any adjustments to orders.
When responding to claims, there are three main goals: 1) rectify any wrongs, 2) regain customer confidence, and 3) promote future business. It is important to be prompt, personalize the response, empathize with the customer, and thank them for bringing the issue to your attention. If the claim is reasonable, offer an adjustment graciously. If it is unreasonable, give reasons for refusing or partially accepting while avoiding negative statements and closing positively.
This bank statement summarizes John Doe's checking and savings account activity from January 1st to February 1st, including deposits, withdrawals, fees, and a current balance of $14,347.71. It shows deposits from payroll and other sources, withdrawals including checks and debit transactions, as well as interest earned of $2.53 for the statement period. The statement also includes advertisements for various bank services and products.
Zepo Logistics Disclaimer. Please go through this before using our services.
The first slide contains a video. Please view the video and go through the presentation to get complete and clear understanding of the logistics services sold by Zepo.
What to do if you receive a letter from a debt collector. Presented by the Civil Litigation Advice and Resource Office of Buffalo, NY. CLARO is a project of the Western NY Law Center. This slideshow provides general information and does not provide legal advice, which you can only get from an attorney.
The document discusses how to handle customer complaints, claims, and adjustments. It provides guidance on:
1. Writing complaint letters to express dissatisfaction and response letters that apologize and offer explanations without being defensive.
2. Writing claim letters to inform companies of problems and request compensation, while avoiding an angry or demanding tone and including necessary details.
3. Writing adjustment letters for claims that grant, compromise on, or deny requests, with the goal of restoring customer goodwill and confidence in the company.
- Buyers can return items within 10 days of delivery for most categories or 30 days for books and lifestyle. Sellers must accept or reject returns within 48 hours and refund buyers if replacements aren't available.
- The document outlines reasons for returns, how sellers should streamline the return process, potential disputes and consequences, and reverse shipping and commission rebate policies.
- It provides guidance to sellers on navigating the returns dashboard to view return requests, seek additional details from buyers, and accept or reject returns, noting the importance of handling returns properly to avoid disputes.
- Buyers can return items within 10 days of delivery for most categories or 30 days for books and lifestyle. Sellers must accept or reject returns within 48 hours and refund buyers if replacements aren't available.
- Reasons for returns include wanting a replacement, delivery failures, or order cancellations. Customer support tries to resolve issues without returns by offering gift cards for minor problems.
- Sellers can view return requests on the "Returns" dashboard and must take action within 2 days to accept, reject, or request more details from buyers. Rejections may lead to disputes. Reimbursements are provided for some manufacturer defects and exchanges.
This document provides guidance on writing negative messages or conveying bad news effectively. It recommends using a specific structure that includes pacing the reader's expectations with a brief positive opening, then providing a logical explanation and reasons for the negative information. When possible, positive alternatives or outcomes should be emphasized to help the reader save face. Specific actions the reader needs to take should be clearly stated. Sample letters are provided that illustrate conveying order delays or declines in a way that maintains rapport with the reader and motivates them to take further action. The goal is to communicate negative information in a way that considers the reader's perspective and preserves the relationship.
Net Worth Enterprises Inc. is a small billing agency that offers customized billing and collection services for clients. They work to get payments from past due clients, file insurance claims, and refer unpaid balances to collections agencies. Using their services allows clients to save time on paperwork and free up staff for other tasks. Their process involves sending two letters and making two phone calls to collect unpaid balances, then reporting debts to credit bureaus or taking legal action if needed. They have standard letters they send to clients with overdue balances and a collection service agreement that clients can sign.
Net Worth Enterprises Inc. is a small billing agency that offers customized billing and collection services for clients. They work to get payments from past due clients, file insurance claims, and refer unpaid balances to collections agencies. Using their services allows clients to save time on paperwork and free up staff for other tasks. Their process involves sending two letters and making two phone calls to collect unpaid balances, then reporting debts to credit bureaus or taking legal action if needed. They have standard letters they send to clients with overdue balances and a collection service agreement that clients can sign.
The document provides information about various payment documents and methods used in business transactions. It defines key documents like invoices, pro forma invoices, and statements of account that are used to record payments and transactions between buyers and sellers. It also outlines different payment methods including bank transfers, checks, letters of credit, cash on delivery and more. Specific examples and definitions are provided for certain payment documents and methods.
For any question about your order or delivery please contact our Customer Service Team or contact us by email leather@leathercollection.us. We will endeavor to respond to each query within 24 hours.
Kids Holiday Gift Shop | School Christmas Store | Kids KastleKidsKastleHolidaySho
Kids’ Kastle Holiday Shoppes are the most wanted School holiday shops for the past 35 years. We provide gift ideas for Christmas. Call us for school christmas shop ideas.
eBay Radio 2011: Mind Blowing, Do-Them-Yourself Secret Weapons For Wildly Eff...Debbie Levitt
This is the slide deck from Debbie Levitt of As Was. The presentation was about mind-blowing changes you can make to your eBay listings to increase sales. So go do them!
2. Review of Last Refresher Training New procedure for creating SR issues How to search for closed SR issues Re-opening SR issues Review of pending refunds and the 3 options
3. Out with the old in with the New Old Procedure for SR Issues New Procedure for SR Issues
4. Creating SR Issues The 6 digit line item number has now been added to orders in OPS. It is located under the column Status/ISBN.
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_######” . Click DONE when all items affected by the issue have been added to the issue.
10. Refresher Training Topics Today Store contact New replacement update Update for closing books Unauthorized use of credit/debit card Shipping policy for Canada Refund types UPS Claims
11. Stores Contact 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. On Fridays, please contact Chris Hutchison. His email address is chris.hutchison@bookrenter
12. New Replacement Update 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. 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. ORIGINAL
13. Closing Books Do not close books anymore Simply create a new SR issue or re-open a closed SR issue Books will be closed by Julie, John or Josh If something needs to be marked closed immediately to satisfy a customer, Marvin, Leigh or Danielle need to approve
14. Unauthorized Use of Credit/Debit Card If the card holder knows the person in the shipping information, do the following: Instruct the caller to tell their friend to return their rental so they are not charged further. If the card holder does NOT know the person in the shipping information, do the following: Note the card holder’s call in RightNow and detail that they stated it was a fraudulent order. Instruct the caller to file a complaint with their bank. Close the ticket.
15. Canada Shipping Standard $10.75 + $2.50 per item (5 – 10 Business Days) 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. Express $15.50 + $2.50 per item (3 - 4 Business Days) 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. Please note: Express orders cannot be cancelled once placed. Please double check your order before placing!
16. Refunds 3 types of refunds: 1) Pending refund 2) Immediate – partial refund 3) Immediate – full refund 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). 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.
17. Create the Refund In order to create a refund while in OPS, select ‘Refund’ under the Action column of the customer’s order.
23. UPS Claims 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. Customer must provide the address of the UPS Store or drop box that was used for their return. Customer must provide the date that the return package was dropped off at the UPS Store or drop box. 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. A receipt number.
24. SR Issue Create the UPS Claim SR issue. Below is an example of the details that you should note in the SR Issue: Customer returned book on December 9, 2010 to UPS drop box at the following address: 555 Any Street Any Town, AZ 99999
Editor's Notes
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.