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DC Operations

Shipping Adjustments

Shipping Adjustments
Policy and Procedure Document
Updated: July 10, 2014
Case Type General Info

Shipping Adjustment case notes are created to credit the customer for their shipping
charges and are to be used when a customer has not received the order within the
promised time frame. When the item(s) are damaged and the customer does not
want a reorder or when the customer was charged for shipping and should not have
been due to a shipping promotion the shipping may also be credited. Adjustments
can only be processed when the order has reached the Completed status.
(Yes We Can) is not a direct reason to credit for shipping.
Shipping Surcharges are applied in addition to the standard delivery charge when
an item is bulky, heavy or fragile. We notify these special circumstances on the
product page prior to selecting the item for purchase. Anything over $15.00 needs to
be approved by a coordinator and is separate from the regular standard shipping
credits.
Ex: If the item received is damaged or incorrect, or the item is missing, we would
process a credit for the shipping charge per the customers request.
How to Credit for Shipping Charges:
1. Open in Connect
2. Read notes in the message tab if private notes are entered.
3. Read the notes in the Case Details tab.
4. Locate order number in Connect.

DC Operations

Shipping Adjustments

5. Put the order number into CSC.

6. Make sure the status is complete and hit Work On to active the order.

DC Operations

Shipping Adjustments

7. Check the form of tender before moving on. You may process a credit in
CSC for a split tender as long as the credit does not exceed the amount on
the credit card. If the order was paid for solely with a Gift Card, KRMC or
Kohls Cash, change the case status to POS.

8. Select Work On.


Click off Keep in my active tickets, uncheck share with customer
Click on Close ticket

9. The Shipping charge is outlined along with the shipping tax. Include the tax
when crediting back the standard shipping. The surcharge (if applicable) will
be listed in the middle of the shipping and tax. The credit card is also outlined
as the form of tender.
In the accommodation History, add the amount, select the shipping
accommodation type and also add notes outlining why the credit was issued.
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DC Operations

Shipping Adjustments

When finished, hit Add Accommodation to add this to the customers order.

10. When your accommodation has been added you will see the issue date,
amount and notes added to CSC on the customers account.

DC Operations

Shipping Adjustments

11. Go back to Connect and add a private message to the customers order.
Put the case into Solved status.

12. When the case is in Solved status, assign the case to No Value in the
drop down.

DC Operations

Shipping Adjustments

13. When the case is completed, hit Save & Close in the left top corner. Note
that Send on save should never be checked.

If we cannot issue credit for the shipping charges for any reason, we
must email the customer to inform them that we are unable to issue the
credit.
Go to DC3 scripts
Pricing > Shipping Adjustments- You can modify any of the
scripts if needed.

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