WISMO / Issue With Order Received

WismoIssue with order received

Refresher

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Empowerment

Empowerment

$300

Remember that the empowerment we have is for $300.This covers Refunds and Reships.

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wismo

Where is my order?

Limit date for the package to be already delivred.

Estimated Delivery date (EDD)

Defines the exact location of the package, gives more details of the status.

Check list

Tracking number

You must verify all this important resources to determine the solution possible.

Determines if a reship (compensation order) is possible.

Stock available

Define the limit amount we can reship or refund. Is is over $300, work with an AC.

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Empowerment

2 Yellow flags / 1 Red flag means escalation with AC.

Flags

Status Scenarios

Here we will check the most common status scenarios we may find...

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Carrier says package delivered.Consumer says never received.

Edd not passed

Sugested verbiage:"Thanks for reaching out—it’s important to us that you get your gear! Sometimes delivery drivers will scan all their packages in the truck at once to save time and get your package to you quicker. We do see this happen often and usually the package is delivered later in the day or the following day. We appreciate your patience —We will wait until the end of the day and if your package still hasn’t arrived by 9 pm, reach out to us and we’ll take care of you. Here is my case number.”

Solution: WaitCase management:-Purpose: WISMO -Resolution: Provided Status -Courtesy Code: None

Package not delivered / Carrier provides explanation

Edd passed

Sugested verbiage:"I just checked your order. We do have notes from the carrier on this. Here’s what the carrier says..." [check carrier tracking status page] "The carrier will always have the most up to date information via their tracking status page. I’m happy to provide you with their contact information…" [see linked below]

Solution: WaitCase management:-Purpose: WISMO -Resolution: Provided Information

Package Delivered / Split shipment

Sugested verbiage:"I hear you. Sometimes our gear ships from different distribution centers and the gear coming from the closer center will usually arrive first. Don’t worry, your other package is still on its way and will be there [insert EDD of package not delivered yet]."

Solution: WaitCase management:-Purpose: WISMO -Resolution: Provided Information

Package not delivered / NO explanation form carrier

Edd passed

Sugested verbiage:"Here’s what I can do for you right now: I can reship this order to you if we have these items/this item in stock or offer you a full refund for the product. Checking inventory status now!. . ."

Solution: Refund-ReshipCase management:-Purpose: WISMO -Resolution: Tracer (Carrier) -Courtesy Code: Tracer Refund/Reship

Package not delivered / NO updates / NO explanation

Edd passed

Sugested verbiage:"Here’s what I can do for you right now: I can reship this order to you if we have these items/this item in stock or offer you a full refund for the product. Checking inventory status now..."

Solution: Refund-ReshipCase management:-Purpose: WISMO -Resolution: Provided Status -Courtesy Code: Tracer Reship/Refund

Package not delivered / LOST-DAMAGED in transit

Edd passed

Sugested verbiage:“I just checked your order. We do have notes from the carrier on this. Here’s what the carrier says:... [check carrier tracking status page] .… "Knowing this information, here's what I can do for you right now: I can reship this order to you if we have these items/this item in stock or offer you a full refund for the product. Checking inventory status now..."

Solution: Refund-ReshipCase management:-Purpose: WISMO -Resolution: Provided Information -Courtesy Code: None

Label Created

Edd NOT passed

Sugested verbiage:“I understand how frustrating the waiting game for packages can be. I did some digging and it looks like your package is still waiting to be picked up by the carrier. Depending on when you placed the order, tracking status information can take up to 72 hours to update. No worries, it will get moving as soon as possible and you will get a notification when it’s on its way.” “I understand how frustrating the waiting game for packages can be. You're still within the EDD so let's wait until the end of [the EDD date] and then we'll most definitely help you out with a reship, if the product is available, or a refund.”

Solution: Refund-ReshipCase management:-Purpose: WISMO -Resolution: Provided Information -Courtesy Code: None -Subject: LABEL CREATED

Label Created

Edd passed

Sugested verbiage:"Here’s what I can do for you right now: I can reship this order to you if we have these items/this item in stock or offer you a full refund for the product. Checking inventory status now..."

Solution: Refund-ReshipCase management:-Purpose: WISMO -Resolution: Provided Information -Courtesy Code: None -Subject: LABEL CREATED

Package held for Pick Up

Sugested verbiage:"I hear where you’re coming from. It looks like the carrier is holding it for pick up. They didn't feel comfortable leaving the package near the front door so they're holding it safe for you to collect it. I’d be happy to provide their contact info for you.”

Solution: Pick it up / Request RTS with the carrier.Case management:-Purpose: WISMO -Resolution: Provided Status

Incorrect Shipping Address

Sugested verbiage:"I hear your concerns. Since it's past 30 minutes, we aren't able to change/modify the shipping address and neither is the carrier. You can contact the carrier to request the package be held at a nearby pick up location, or you can request they return the package to Nike for a refund. Let me grab their information. Which would you prefer?"

Solution: Hold at the Hub / RTSCase management:-Purpose: WISMO -Resolution: Provided Status

You have Reached a CHECKPOINT!

It's time to clarify questions.Ready to continue?YES NO

Issue with order received

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Order was delivered, something happens with the products

Item packed does not correspont to what the consumer ordered.Solution:RefundReship

Item was damaged or is dirty due to the transitSolution:ReturnExchangeReturn/Re order

Item was not included in any package of the order.Solution:RefundReship

Wrong item Shipped

Damaged in transit

Missing on order

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Nike By You

Special scenario

Confirm the problem with the item

Identify the solution

Escalate for REMAKE request (if possible)

In order to escalate for a REMAKE of a NBY consider:-Item does not match colors or materials in comparison to NIKEiD (Check it on OMOBO Shop or FC Tool).

Return / Re order option also can work

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Choose the best solution

Choose the best solution

Choose the best solution

FINAL CHECKPOINT!

Nike By you

WISMO Scenarios

Empowerment

WISMO

Issues with order received

What would yo say?

What would yo say?

Remember

Conclusions

• Follow up questions
• Probing questions
• Open ended / close ended questions
• Paraphrazing
• Recap
• Educate on expectations and time frames

Identifying the problem or situation depends on the questions we ask to the consumer to gather all the detail. Keep it simple and focus on the Positive!

‘The consumer needs you hero, go for it with the best attitude and focus on what you CAN DO not what you CAN'T DO.’

thank you hero!you have completed the quest

Make sure you follow AKBWHAT IF A NIKE BY YOU ITEM ARRIVES WITH A PROBLEM?

Make sure you follow AKB1. WISMO - DELIVERY STATUS SCENARIOS2. SUGGESTED VERBIAGE - DELIVERY STATUS SCENARIOS

Make sure you follow AKB1. WHAT IF PRODUCT IS DAMAGED DUE TO SHIPPING?2. WHAT IF A NIKE BY YOU ITEM ARRIVES WITH A PROBLEM? 3. WHAT IF AN ITEM IS MISSING FROM AN ORDER? 4. WHAT IF A CONSUMER RECEIVED THE WRONG ITEM? 5. WHAT IF A PRODUCT ARRIVES FLAWED/BLEMISHED?

Make sure you follow AKBORDER AND DELIVERY ERROR - EMPOWERMENT GUIDELINES

Make sure you follow AKBRESOURCE: WISMO CONTACTS