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start [2025/07/04 07:12]
216.73.217.3 old revision restored (2025/03/28 17:33) |
start [2025/09/18 13:24] (current)
216.244.66.226 old revision restored (2024/09/16 07:01) |
| * [[general:chargebacks|Charge backs]] | * [[general:chargebacks|Charge backs]] |
| * [[general:payment|Payment methods]] | * [[general:payment|Payment methods]] |
| | * [[general:warehouse|Fulfillment centers]] |
| * [[qa:overview|Quality Overview]] | * [[qa:overview|Quality Overview]] |
| |
| * [[howto:refund|How to issue a refund]] | * [[howto:refund|How to issue a refund]] |
| * [[howto:multirefund|How to issue a refund across multiple transactions]] | * [[howto:multirefund|How to issue a refund across multiple transactions]] |
| * [[howto:blacklist|How to blacklist a customer]] | |
| * [[howto:cancel|How to cancel a subscription]] | * [[howto:cancel|How to cancel a subscription]] |
| * [[howto:cancel_order|How to cancel an order on Hold]] | * [[howto:cancel_order|How to cancel an order on Hold]] |
| * [[howto:reship|How to reship an order]] | * [[howto:reship|How to reship an order]] |
| * [[howto:add_notes|How to add a note for a customer interaction]] | * [[howto:add_notes|How to add a note for a customer interaction]] |
| | * [[howto:lifetime_discount|How to enroll customer to life-time discount]] |
| |
| **Tips:** | **Tips:** |
| * [[tips:double_rma|Customer wants to return an item but an RMA has already been issued]] | * [[tips:double_rma|Customer wants to return an item but an RMA has already been issued]] |
| * [[tips:soft_declines|Trial is over but charges failed due to Soft Decline]] | * [[tips:soft_declines|Trial is over but charges failed due to Soft Decline]] |
| * [[tips:allmids|List of all MIDs]] | |
| * [[tips:mids|List of inactive MIDs]] | |
| * [[tips:bill_decline|Attempt to bill a customer results in a Soft Decline]] | * [[tips:bill_decline|Attempt to bill a customer results in a Soft Decline]] |
| * [[tips:newcard|Customer has accepted offer but needs to run the charge on a different card]] | * [[tips:newcard|Customer has accepted offer but needs to run the charge on a different card]] |
| * [[tips:wrongorder|The items delivered do not match the invoice]] | * [[tips:wrongorder|The items delivered do not match the invoice]] |
| * [[tips:badcharges|The transactions the customer is seeing do not match what you are seeing in the CRM]] | |
| * [[tips:no_rma|Unable to generate an RMA because order is Pending]] | * [[tips:no_rma|Unable to generate an RMA because order is Pending]] |
| * [[tips:failed_refund|Error message appears when issuing a refund]] | * [[tips:failed_refund|Error message appears when issuing a refund]] |
| | * [[tips:mids|List of inactive MIDs]] |
| | * [[admin: mids | List of Active MIDs]] |
| |
| **Reasons for the call:** | **Reasons for the call:** |
| * [[reasons:no_upsell|I don’t want the upsell items]] | * [[reasons:no_upsell|I don’t want the upsell items]] |
| * [[reasons:did_not_receive|I never received my shipment]] | * [[reasons:did_not_receive|I never received my shipment]] |
| * [[reasons:where_is_delivery|Where is my delivery?]] | * [[reasons:where_is_delivery|Where is my trial orders?]] |
| * [[reasons:where_is_refund|I returned the product, where is the refund?]] | * [[reasons:where_is_refund|I returned the product, where is the refund?]] |
| * [[reasons:return_last_shipment|I want to return my last shipment]] | * [[reasons:return_last_shipment|I want to return my last shipment]] |
| * [[reasons:change_address|I need to change the address for my order]] | * [[reasons:change_address|I need to change the address for my order]] |
| * [[reasons:told_refund|I was told I was getting a refund]] | * [[reasons:told_refund|I was told I was getting a refund]] |
| * [[reasons:change_frequency|I want to change how often I get the product]] | * [[reasons:change_frequencyV2 | I want to change how often I get the product]] |
| * [[reasons:manager|Wants to speak with a manager or supervisor]] | * [[reasons:manager|Wants to speak with a manager or supervisor]] |
| * [[reasons:cannot_order|I am having trouble ordering online]] | * [[reasons:cannot_order|I am having trouble ordering online]] |
| * [[reasons:damaged|My order arrived damaged or an item was missing]] | * [[reasons:damaged|My order arrived damaged or an item was missing]] |
| * [[reasons:changecard|I already ordered but want to change to a different card]] | * [[reasons:changecard|I already ordered but want to change to a different card]] |
| | * [[reasons:reactivate | I want to reactivate my subscription ]] |
| |
| **Talk Tracks:** | **Talk Tracks:** |
| * [[talk:fraudalert|Why did my bank notify me that my order is potential fraud?]] | * [[talk:fraudalert|Why did my bank notify me that my order is potential fraud?]] |
| * [[talk:accept_offer|Why it is better to accept our offer than to RMA]] | * [[talk:accept_offer|Why it is better to accept our offer than to RMA]] |
| | * [[talk:pdnr| Parcel Delivered Not Received]] |
| | * [[talk:pdnr_lostparcel | I will file a dispute as I did not receive my orders]] |
| |
| **Admin:** | **Admin:** |
| | |
| * [[admin:chargebacks2|How to add recent chargebacks to the CB spreadsheet]] | * [[admin : todo_list | DCS Admin To-do List |
| | * [[admin:add_chargebacks_sheet|How to add recent chargebacks to the CB spreadsheet]] |
| * [[admin:chargebacks|How to process chargebacks from the CB spreadsheet]] | * [[admin:chargebacks|How to process chargebacks from the CB spreadsheet]] |
| * [[admin:process_rmas|How to update refunds from OMS Fulfillment to the RMA spreadsheet]] | * [[ admin: returns | How to process RMA or returns]] |
| * [[admin:process_rmas|How to process refunds from the RMA spreadsheet]] | * [[howto:blacklist|How to blacklist a customer]] |
| * [[admin:shipments|How to check for held shipments | * [[admin:upload_cancel_report|How to Upload the daily cancel report]] |
| * How to check inventory levels | * [[admin:check_hold_on_crm|How to check Fulfillment Shipping Holds in CRM]] |
| * How | * [[admin: failed_status|Change Fulfillment Company and Reship Fulfillment Failed-Status]] |
| | * [[admin: mid_check | MIDs/Gateway Check ]] |
| | * [[admin: mid_reroute | MIDs/Gateway Routing ]] |
| | * [[admin: mid_delete | MIDs/Gateway Pause and Delete ]] |
| | * [[admin:create_management_report|Create weekly report for Management]] |
| | |
| | |
| | |
| | ** Archive: ** |
| | |
| | * <del>[[admin:process_rmas|How to update returns from OMS Fulfillment to the RMA spreadsheet]]</del> |
| | * <del>[[admin:check_held_shipments|Check for Held shipments]]</del> |
| | * <del>[[admin:check_inv_levels|How to check inventory levels]]</del> |
| | * <del>[[admin:cancel_shipment_fulfillment|How to cancel a shipment from the portal]]</del> |
| | * <del>[[admin:check_daily_shipments|How to check daily shipping report and adjust trial dates accordingly]]</del> |
| | * <del>[[reasons:change_frequency|I want to change how often I get the product]] </del> |
| | * <del>[[ archive: old_products | Old products ]]</del> |
| | |
