Resolution Services OverviewResolution Services Overview

By By

Jim Rec inie llo Jim Rec inie llo

( )Res olution Services RS ( )Res olution Services RS

2006April 2006April

What is Resolution Services What is Resolution Services (RS)(RS)

A department that concentrates on resolving A department that concentrates on resolving specific customer disputesspecific customer disputes

Receives inquiries mainly by mail and Receives inquiries mainly by mail and disputes generated by a customers phone disputes generated by a customers phone call to a customer service representativecall to a customer service representative

Production and quality based with Production and quality based with performance zones (PZ) and quality reviews performance zones (PZ) and quality reviews (QIIC)(QIIC)

Areas of Tampa Resolution Areas of Tampa Resolution ServicesServices

Credit bureau issuesCredit bureau issues JCP Corporate AffairsJCP Corporate Affairs Store chargebacksStore chargebacks Report analysis Report analysis New Applications ProcessingCredit New Applications ProcessingCredit

Insurance EnrollmentInsurance Enrollment StoreCatalogDisputes ( JCPenney only)StoreCatalogDisputes ( JCPenney only) MasterCard transactions handled differentlyMasterCard transactions handled differently

Dispute ProcessDispute Process

Direct contact liaison is e-mailed with Direct contact liaison is e-mailed with specifics of account and disputespecifics of account and dispute

Store has 30 days to respond to inquiryStore has 30 days to respond to inquiry If the store does not respond a charge back If the store does not respond a charge back

(chgbk) case is initiated(chgbk) case is initiated The charge back specialist has ten days in The charge back specialist has ten days in

which to apply credit to the accountwhich to apply credit to the account

Special Notes Day Date Time Year Shell

ID (FIP) and note afterwards Look Here

Disputes

Select

Disputed Purchase

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

What is Resolution Services What is Resolution Services (RS)(RS)

A department that concentrates on resolving A department that concentrates on resolving specific customer disputesspecific customer disputes

Receives inquiries mainly by mail and Receives inquiries mainly by mail and disputes generated by a customers phone disputes generated by a customers phone call to a customer service representativecall to a customer service representative

Production and quality based with Production and quality based with performance zones (PZ) and quality reviews performance zones (PZ) and quality reviews (QIIC)(QIIC)

Areas of Tampa Resolution Areas of Tampa Resolution ServicesServices

Credit bureau issuesCredit bureau issues JCP Corporate AffairsJCP Corporate Affairs Store chargebacksStore chargebacks Report analysis Report analysis New Applications ProcessingCredit New Applications ProcessingCredit

Insurance EnrollmentInsurance Enrollment StoreCatalogDisputes ( JCPenney only)StoreCatalogDisputes ( JCPenney only) MasterCard transactions handled differentlyMasterCard transactions handled differently

Dispute ProcessDispute Process

Direct contact liaison is e-mailed with Direct contact liaison is e-mailed with specifics of account and disputespecifics of account and dispute

Store has 30 days to respond to inquiryStore has 30 days to respond to inquiry If the store does not respond a charge back If the store does not respond a charge back

(chgbk) case is initiated(chgbk) case is initiated The charge back specialist has ten days in The charge back specialist has ten days in

which to apply credit to the accountwhich to apply credit to the account

Special Notes Day Date Time Year Shell

ID (FIP) and note afterwards Look Here

Disputes

Select

Disputed Purchase

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Areas of Tampa Resolution Areas of Tampa Resolution ServicesServices

Credit bureau issuesCredit bureau issues JCP Corporate AffairsJCP Corporate Affairs Store chargebacksStore chargebacks Report analysis Report analysis New Applications ProcessingCredit New Applications ProcessingCredit

Insurance EnrollmentInsurance Enrollment StoreCatalogDisputes ( JCPenney only)StoreCatalogDisputes ( JCPenney only) MasterCard transactions handled differentlyMasterCard transactions handled differently

Dispute ProcessDispute Process

Direct contact liaison is e-mailed with Direct contact liaison is e-mailed with specifics of account and disputespecifics of account and dispute

Store has 30 days to respond to inquiryStore has 30 days to respond to inquiry If the store does not respond a charge back If the store does not respond a charge back

(chgbk) case is initiated(chgbk) case is initiated The charge back specialist has ten days in The charge back specialist has ten days in

which to apply credit to the accountwhich to apply credit to the account

Special Notes Day Date Time Year Shell

ID (FIP) and note afterwards Look Here

Disputes

Select

Disputed Purchase

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Dispute ProcessDispute Process

Direct contact liaison is e-mailed with Direct contact liaison is e-mailed with specifics of account and disputespecifics of account and dispute

Store has 30 days to respond to inquiryStore has 30 days to respond to inquiry If the store does not respond a charge back If the store does not respond a charge back

(chgbk) case is initiated(chgbk) case is initiated The charge back specialist has ten days in The charge back specialist has ten days in

which to apply credit to the accountwhich to apply credit to the account

Special Notes Day Date Time Year Shell

ID (FIP) and note afterwards Look Here

Disputes

Select

Disputed Purchase

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Special Notes Day Date Time Year Shell

ID (FIP) and note afterwards Look Here

Disputes

Select

Disputed Purchase

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Disputes

Select

Disputed Purchase

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Used for Catalog Custom

Decorating or Furniture only

Item was not charged properly

upon purchase

Place full amount of purchase in

dispute and notate below how much

credit the customer wanted

Something on the bill they do not recognize

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Add specific notes with any

dispute reasons in this

area before submitting

Previously selected

disputed item displayed

All questions must be checked

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

ldquoPrevious Requestsrdquo

either related or

not

ldquoAdd Priority

Notesrdquo as needed

ldquoEnd Callrdquo will either trigger a

new case or will add notes to an existing case

Closed or Pending

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Need credit receipt unless Need credit receipt unless the customer never received the customer never received handwritten receipts are only handwritten receipts are only usable as a last resortusable as a last resortVisualization of receipts Visualization of receipts and how they utilize credits and how they utilize credits with ldquoend of returned itemsrdquowith ldquoend of returned itemsrdquoVerify if return was made Verify if return was made to PLCC or another account to PLCC or another account Bottom of receipt (Visa Bottom of receipt (Visa MasterCard AmexEtc)MasterCard AmexEtc)

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Everything above the line

is a credit below charge Total (TTL) is at the bottom

Summary11648 CR1999 CR67900 DB4999 DB

4000 TAX63252 TOT

Store Receipt Sample

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Returns for CatalogCustom Returns for CatalogCustom OrdersOrders

Catalog and custom decorating will make Catalog and custom decorating will make every effort to replace and not creditevery effort to replace and not credit

Ask if customer wants replacement or cancelAsk if customer wants replacement or cancel Once item is ordered account will bill when Once item is ordered account will bill when

the order was placedthe order was placed Time frame for orders is about a week Special Time frame for orders is about a week Special

order can take several weeks Custom order can take several weeks Custom decorating can take up to sixty daysdecorating can take up to sixty days

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Return Not Posted-Fact Finding Return Not Posted-Fact Finding QuestionsQuestions

Do you have a copy of the ldquocreditrdquo receiptDo you have a copy of the ldquocreditrdquo receipt Was the item returned in person Was the item returned in person Was the item returned by mailWas the item returned by mail If sent back whenIf sent back when Was the item refused when shipped and if Was the item refused when shipped and if

so the reasonso the reason Was a portion of the full order returned Was a portion of the full order returned

damaged or incorrectdamaged or incorrect

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Ticket must be ordered first to Ticket must be ordered first to view signature Store has 35 days view signature Store has 35 days to respond otherwise they will be to respond otherwise they will be charged back for the amount charged back for the amount and the customer will be and the customer will be creditedcreditedIf the store does respond with If the store does respond with the receipt customer will receive the receipt customer will receive a copy of the ticket to review and a copy of the ticket to review and send backsend backIf they still dispute the If they still dispute the customer must provide customer must provide identification Once received we identification Once received we will can contact the store for an will can contact the store for an adjustmentadjustmentIf the card was used (swiped) it If the card was used (swiped) it will be considered fraud and will be considered fraud and forwarded accordinglyforwarded accordingly

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Not My Sale-Fact Finding Not My Sale-Fact Finding QuestionsQuestions

Does customer remember shopping that Does customer remember shopping that dayday

Did they give card to a family member to Did they give card to a family member to useuse

Has the customer ever shopped in that Has the customer ever shopped in that storestore

Verify if customer is disputing the charge or Verify if customer is disputing the charge or simply wanting copy of detail tapesimply wanting copy of detail tape

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Custom DecoratingCustom Decorating

Deposits charged immediatelyDeposits charged immediately Damaged merchandise no credits applied Damaged merchandise no credits applied

until correcteduntil corrected If possible if was damaged or incorrect If possible if was damaged or incorrect

place amount in dispute and notate place amount in dispute and notate specifically specifically

In WS place full purchase amount in In WS place full purchase amount in dispute to ensure complete removal and dispute to ensure complete removal and identify specific amount needed for reviewidentify specific amount needed for review

Custom Decorating-Custom Decorating-continuedcontinued

Full amounts are billed once item is Full amounts are billed once item is shippedshipped

Customer signs contract with custom orders Customer signs contract with custom orders and should be aware of the billing processand should be aware of the billing process

Custom orders can take up to two months to Custom orders can take up to two months to receivereceive

CatalogCatalog Shipping charges are not refundable unless Shipping charges are not refundable unless

wrong item was shipped or was damagedwrong item was shipped or was damaged For example customer ordered an x-large For example customer ordered an x-large

piece of clothing and received a medium piece of clothing and received a medium Customer ordered red and received grayCustomer ordered red and received gray

Use your judgment on shipping charges less Use your judgment on shipping charges less than twenty dollars and concession if than twenty dollars and concession if applicableapplicable

Reasons for NOT Refunding Reasons for NOT Refunding Shipping CreditShipping Credit

Did not fit either through the front door if Did not fit either through the front door if furniture or apparel customer wasnrsquot aware of sizefurniture or apparel customer wasnrsquot aware of size

Example ldquocolor of item was different than what Example ldquocolor of item was different than what the picture looked likehelliprdquothe picture looked likehelliprdquo

helliprdquohelliprdquoI thought it looked I thought it looked greengreen in the catalog and in the catalog and

when I received it was actually when I received it was actually bluebluerdquordquo Use your own judgment on these types of Use your own judgment on these types of

inquiriesinquiries

FurnitureFurniture If item does not fit through the front door If item does not fit through the front door

shipping is non-refundable Only wrong item sent shipping is non-refundable Only wrong item sent or damaged merchandise is eligible for creditor damaged merchandise is eligible for credit

Items are billed when shipped to customer unless Items are billed when shipped to customer unless special order or factory merchandisespecial order or factory merchandise

Larger items or custom made merchandise will be Larger items or custom made merchandise will be billed when ordered Special orders are non- billed when ordered Special orders are non- refundable unless the customer cancels within 72 refundable unless the customer cancels within 72 hours of placinghours of placing

FurnitureFurniture If item does not fit through the front door If item does not fit through the front door

shipping is non-refundable Only wrong item sent shipping is non-refundable Only wrong item sent or damaged merchandise is eligible for creditor damaged merchandise is eligible for credit

Items are billed when shipped to customer unless Items are billed when shipped to customer unless special order or factory merchandisespecial order or factory merchandise

Larger items or custom made merchandise will be Larger items or custom made merchandise will be billed when ordered Special orders are non- billed when ordered Special orders are non- refundable unless the customer cancels within 72 refundable unless the customer cancels within 72 hours of placinghours of placing

Specific InformationSpecific Information

In all cases make effort to provide specific In all cases make effort to provide specific reasons for the disputereasons for the dispute

The system adds amount and date You The system adds amount and date You must provide specific reason informationmust provide specific reason information

Add notes in bottom of dispute workflow Add notes in bottom of dispute workflow screen that are pertinent to resolving the screen that are pertinent to resolving the casecase

Cross MarketingCross Marketing

Insurance Plan Plus Hotline and Insurance Plan Plus Hotline and Magazines Direct are the most commonMagazines Direct are the most common

All are submitted to either All are submitted to either Stonebridge Insurance or Aegon direct marketingStonebridge Insurance or Aegon direct marketing

Items are faxed in spreadsheets to specific Items are faxed in spreadsheets to specific contacts and monitored by the RS specialist contacts and monitored by the RS specialist for creditfor credit

Encourage customers to contact themselves Encourage customers to contact themselves first before opening a ldquocross sellrdquo casefirst before opening a ldquocross sellrdquo case

Cross MarketingCross Marketing

Insurance Plan Plus Hotline and Insurance Plan Plus Hotline and Magazines Direct are the most commonMagazines Direct are the most common

All are submitted to either All are submitted to either Stonebridge Insurance or Aegon direct marketingStonebridge Insurance or Aegon direct marketing

Items are faxed in spreadsheets to specific Items are faxed in spreadsheets to specific contacts and monitored by the RS specialist contacts and monitored by the RS specialist for creditfor credit

Encourage customers to contact themselves Encourage customers to contact themselves first before opening a ldquocross sellrdquo casefirst before opening a ldquocross sellrdquo case

Cross Marketing- continuedCross Marketing- continued

Credits can take as long as two billing Credits can take as long as two billing cycles to appear on accountscycles to appear on accounts

In some cases the customer is NOT due a In some cases the customer is NOT due a credit though they may not be aware of this credit though they may not be aware of this fact fact

If credit is not provided a letter advising If credit is not provided a letter advising the customer to contact the provider directly the customer to contact the provider directly is forwarded to the customeris forwarded to the customer

Information AssistanceInformation Assistance

Access ldquoAccess ldquogeniusgeniusrdquo and search for ldquocommon rdquo and search for ldquocommon abbreviationsrdquo guide abbreviationsrdquo guide

Utilize common ldquodemosrdquo in ldquoUtilize common ldquodemosrdquo in ldquogeniusgeniusrdquo for basic rdquo for basic processesprocesses

Access ldquo JCP Topic Updatesrdquo in ldquoAccess ldquo JCP Topic Updatesrdquo in ldquogeniusgeniusrdquo sorted rdquo sorted by dateby date

View ldquoView ldquoThe SourceThe Sourcerdquo daily for any news and rdquo daily for any news and updatesupdates

View common abbreviations to save time space View common abbreviations to save time space when notatingwhen notating

Information AssistanceInformation Assistance

Access ldquoAccess ldquogeniusgeniusrdquo and search for ldquocommon rdquo and search for ldquocommon abbreviationsrdquo guide abbreviationsrdquo guide

Utilize common ldquodemosrdquo in ldquoUtilize common ldquodemosrdquo in ldquogeniusgeniusrdquo for basic rdquo for basic processesprocesses

Access ldquo JCP Topic Updatesrdquo in ldquoAccess ldquo JCP Topic Updatesrdquo in ldquogeniusgeniusrdquo sorted rdquo sorted by dateby date

View ldquoView ldquoThe SourceThe Sourcerdquo daily for any news and rdquo daily for any news and updatesupdates

View common abbreviations to save time space View common abbreviations to save time space when notatingwhen notating

Additional QuestionsAdditional Questions

Filter any specific questions to RS and we Filter any specific questions to RS and we will be happy to answer You can always will be happy to answer You can always forward to your managerforward to your manager

Be aware of any specific changes or issues Be aware of any specific changes or issues in either genius or the sourcein either genius or the source

Empower yourself to make the decision if Empower yourself to make the decision if you feel that a customer has not been you feel that a customer has not been treated fairlytreated fairly

To Access this presentationTo Access this presentation

My Computer My Computer Group Data (Folder)Group Data (Folder) Public FolderPublic Folder Document called ldquoDocument called ldquoRSNH new hire specific RSNH new hire specific

present 06-20-2007rdquopresent 06-20-2007rdquo

• Resolution Services Overview
• What is Resolution Services (RS)
• Areas of Tampa Resolution Services
• Dispute Process
• Slide 5
• Slide 6
• Slide 7
• Slide 8
• Slide 9
• Slide 10
• Slide 11
• Returns for CatalogCustom Orders
• Return Not Posted-Fact Finding Questions
• Slide 14
• Not My Sale-Fact Finding Questions
• Custom Decorating
• Custom Decorating-continued
• Catalog
• Reasons for NOT Refunding Shipping Credit
• Furniture
• Specific Information
• Cross Marketing
• Cross Marketing- continued
• Information Assistance
• Additional Questions
• To Access this presentation

To Access this presentationTo Access this presentation

My Computer My Computer Group Data (Folder)Group Data (Folder) Public FolderPublic Folder Document called ldquoDocument called ldquoRSNH new hire specific RSNH new hire specific

present 06-20-2007rdquopresent 06-20-2007rdquo

• Resolution Services Overview
• What is Resolution Services (RS)
• Areas of Tampa Resolution Services
• Dispute Process
• Slide 5
• Slide 6
• Slide 7
• Slide 8
• Slide 9
• Slide 10
• Slide 11
• Returns for CatalogCustom Orders
• Return Not Posted-Fact Finding Questions
• Slide 14
• Not My Sale-Fact Finding Questions
• Custom Decorating
• Custom Decorating-continued
• Catalog
• Reasons for NOT Refunding Shipping Credit
• Furniture
• Specific Information
• Cross Marketing
• Cross Marketing- continued
• Information Assistance
• Additional Questions
• To Access this presentation