CS Refresher TrainingMarch 10th, 2011

Review of Last Refresher Training

• New procedure for creating SR issues• How to search for closed SR issues• Re-opening SR issues• Review of pending refunds and the 3 options

Out with the old in with the New

Old Procedure for SR Issues New Procedure for SR Issues

Creating SR IssuesThe 6 digit line item number has now been added to orders in OPS. It is located under the column Status/ISBN.

Click DONE when all items affected by the issue have been added to the issue.

When adding books from an order to an SR issue use the 6-digit number instead of the FNSKU or ISBN. Enter it in the format “LI_######” .

Searching for Closed SR Issues

Step 1: Select the book #

View Closed SR Issue

Re-open Closed SR Issues

CLOSED SR ISSUE

Operations

Refresher Training Topics Today

• Store contact• New replacement update• Update for closing books• Unauthorized use of credit/debit card• Shipping policy for Canada• Refund types• UPS Claims

Stores Contact

• Our Stores contact is Clare Kirk. If you have anything urgent that you need BookRenter store help with, please send an email to clare.kirk@bookrenter Monday through Thursday.

• On Fridays, please contact Chris Hutchison. His email address is chris.hutchison@bookrenter

New Replacement Update• Any replacement that is created

with the reason code “Item Damaged (item shipped and is being returned)” will change the original item into a 30-day rental.

• The original item is bound by all rules pertaining to the 30-day rental, which means, the customer can be charged auto-extensions and a buyout. However, the buyout price will be set to the 30-day rental rate instead of the original rental period rate.

ORIGINAL

Closing Books

• Do not close books anymore• Simply create a new SR issue or re-open a

closed SR issue• Books will be closed by Julie, John or Josh• If something needs to be marked closed

immediately to satisfy a customer, Marvin, Leigh or Danielle need to approve

Unauthorized Use of Credit/Debit Card

If the card holder knows the person in the shipping information, do the following:• Instruct the caller to tell their friend to return their rental

so they are not charged further.

If the card holder does NOT know the person in the shipping information, do the following:• Note the card holder’s call in RightNow and detail that they

stated it was a fraudulent order.• Instruct the caller to file a complaint with their bank.• Close the ticket.

Canada Shipping• Standard $10.75 + $2.50 per item (5 – 10 Business Days) We’ve got the fastest shipping in the industry! Standard orders are typically shipped in 1-2 business days, and are usually received within 7 – 8 business days of shipment. Standard shipping is the only shipping method that will deliver to Post Office Boxes.

• Express $15.50 + $2.50 per item (3 - 4 Business Days) Express shipments are guaranteed at your door within 4 business days after an order is processed and shipped (Express orders usually ship within 2 business days of your order date). We will not deliver any Express shipments to Post Office Boxes or on Saturday, Sunday, or observed holidays. Please note: Express orders cannot be cancelled once placed. Please double check your order before placing!

Refunds• 3 types of refunds:

1) Pending refund2) Immediate – partial refund3) Immediate – full refund

• If BookRenter makes a mistake with the order (e.g. books do not match the order or books with major damage, as determined by BookRenter in its sole discretion, are shipped), we will gladly refund the customer in full (including books, shipping and tax).

• If the customer makes a mistake with the order, we will gladly refund the customer the full rental price of the book and any taxes they paid as long as the book is returned within 21 days of the order date.

Create the Refund

• In order to create a refund while in OPS, select ‘Refund’ under the Action column of the customer’s order.

Pick Your Refund Type

Pending Refund

3 Options for a Pending Refund

Immediate FULL Refund Post SLA

Refunds Pre/Post SLA

UPS Claims

1. Customer MUST have generated a prepaid UPS shipping label from their BR account on or BEFORE the date that they claim the book has been returned to BR.

2. Customer must provide the address of the UPS Store or drop box that was used for their return.

3. Customer must provide the date that the return package was dropped off at the UPS Store or drop box.

4. CSR MUST verify that the address of the UPS Store or drop box that has been provided by the customer is a VALID UPS location. This information is verified by going to the locator tab on the UPS website.

5. A receipt number.

SR Issue

Create the UPS Claim SR issue. Below is an example of the details that you should note in the SR Issue:

• Customer returned book on December 9, 2010 to UPS drop box at the following address:

555 Any Street Any Town, AZ 99999