Search

Credit Only Process Overview

  • Agents will process their own Credit Only orders.
    • For Credit/Debit instances, agents will complete the credit but will send a request to CS helpdesk to complete the debit portion.
    • For Sales Tax credits, agents will complete a Manual Credit only if the account is tax exempt in JDE. If the account is not yet tax exempt in JDE, agents will instruct the customer to email tax.info@carolina.com tax exemption certificate, account number, and request for a credit. Please see the Credit Only Exceptions document for more information.
    • For Amazon credits, instruct the customer to look at their Amazon order history for the item they are requesting a credit for. From their order history, they must click “return authorization request”. The customer fills in some information and reason for the return. This request generates an email to Live Help for processing.
    • If a red Address Type Invalid error is received when trying to complete a credit only RMA, submit a credit request writeup to the CS Helpdesk.
  • All completed Credit Only orders, will automatically go on CH Hold.
  • An OBI for credits on CH hold will be distributed at 2-hour intervals throughout the day to Supervisors, Group Leads, and the Quality Team.
  • Sups, GLs, and Quality will review credits completed by their team members for accuracy.
  • After reviewing and making any necessary corrections, the credits will be released from CH hold by the Sup, GL, or QA member who reviewed the credit.
  • The Quality Team will continue to review and correct reason codes as necessary.
  • On Tuesdays, a report entitled “Credit and Replacement Errors for the Week of…” will be distributed to Sups and GLs by the Quality Team. This report will be used to review errors from the previous week with agents. The report will include errors resulting in both credits and replacements.
    • If an agent would like to dispute an error, the Sup, GL or QA member should bring the error to Debra or Antigone for review.