consultant learning services microsoft store customer service and support sutherland global services

Consultant Learning ServicesMicrosoft Store

MS Store Process Flow

Customer Service and Support Sutherland Global Services

Course Content:

Lesson 1. New order process

Lesson 2. Order Status

Lesson 3. Delivery Status

Lesson 4. Cancellation process

Lesson 5. Return & Refund Process Customer Service and Support Sutherland Global Services

Lesson 6. Lost or missing Products

Lesson 7. Fraud

Lesson 8. Tax exempt process

Lesson 9. Lost product key

Lesson 10. Misroutes


New Order Process

Lesson 1. Microsoft Store, Student Store and HUP


This course will help you:

• Identify the process of placing an order on a customer’s behalf.

• Name some of the reasons why we have to place an order for a customer.

• Name some of the important facts about placing an order.


How to place an order in GC tool?MS Store

Click on Customer Service tab Click on ToolsClick on Call Center ToolThe tool will be launched; scroll down to start a new order.



Click on Buy

After selecting the product to be purchased

Enter the customer’s billing information

To be filled out if a discount is applied

Must be associated with the credit card

Must be accurate and complete

Click if the billing and shipping address are the same

If not, manually enter the preferred shipping address

Enter the card numbers

Click on Review Order

Provide the total amount that the customer will have to pay,

then click on Continue

Price will be calculated including tax and shipping



Customer/Agent

process New Order

Price will be calculated (Tax and Shipping

In ReviewSupressed 2-4 hours

Order will be completed by agent

New Order Process

New Order Process

• For ESD: After completing the order, the

customer will receive an email confirmation that has the payment and download information including the product key.

• For FPP: Normally goes into Review process

for 2-4 hours; email confirmation will follow.

The order may or may not be approved.Customer Service and

Support Sutherland Global Services

Order Processing FactsFor new customers, do not

capitalize the billing address or else the order will be placed In Review status

Changing of information in a processed or completed order is not possible

Shipping information can be different from the Billing information


UPS can not deliver to P.O boxes, APO, Federal addresses and US Territories

If customer cannot download the product they purchased from us, we can send free BUM with free ground to 2nd day shipment provided that it’s approved by the supervisor

Only credit cards with US billing address will be accepted


Order Processing Scenarios1. Agent has completed the order and suddenly the customer decided to change the Shipping Address in the order. What are you going to do?

2. Customer is complaining about the downloadable product that he got from us. He said that it’s not working. How are you going to resolve the customer’s issue.


Order Status

Lesson 2. Definitions and Actions



• Explain the order status or products purchased from the Microsoft Store.

• Identify the action needed to address each scenario.


Order Status

• Complete:Order has been placed and the payment for the order has been received and processed

• In ProcessThe order has been placed and sent to the fulfiller. The status will remain until the fulfiller acknowledges that it has been shipped.Customer Service and


• OpenOrder has not been completed. Nothing will be charged to the customer until the customer completes the order.

What to do: Press the “Complete Order” button

located on your Task section to finish the order for the customer.


• RiskOrders that are suspected to be, or are, fraudulent.

What to do: Press the “Enable” button located

in your Task section. This will either allow you to complete the order by pressing on the “Complete Order” button, or allow you to send a note to the Fraud Department requesting assistance.


• CancelledThe order has been cancelled in the eCommerce system. Nothing will be delivered and nothing will be charged to the customer

What to do: The customer will have to place a

new order if they would like to receive the product.


• Submitted

The order has been placed and has been submitted to the fulfiller. This status should not appear very long on digital orders as they are sent to the fulfiller almost immediately. This status remains until we have confirmation that then order was received by the fulfiller.


• In ReviewThe fraud department is currently reviewing the order. The status will change appropriately once the order has been reviewed.

What to do: Inform the customer that their

order has been held for review by the accounting department, which could take up to 2-4 hours.


• SuppressedThe order was cancelled. Card may have been declined. Nothing will show on the credit card and nothing will be shipped.

What to do: The customer will have to place a

new order if they would like to receive the product.


• DisputedThe order is currently being disputed.

What to do: Inform the customer that our

records indicate this order has been refunded.


• Customer said he did not receive an email confirmation for his order after buying an Xbox 360 an hour ago. When you checked on his order, the status is In Review. What will you do?

Order Status Scenario


Delivery Status

Lesson 3. How to track an order?



• Identify the tools used to check for the delivery status of a customer’s order.

• Explain steps on how to check for the status of a delivery.


How to track an order for a BUM in GT tool?

Locate the customer’s order and verify PII Look for the tracking numberGo to http://tracking.newgistics.com/1048

How to check delivery status is MS Store?

Pull up the customer’s order and verify PIIClick on the tracking numberCustomer Service and Support Sutherland Global Services

Cancellation Process

Lesson 4. What Orders to Cancel



• Identify the orders that can be cancelled.

• Explain the process of order cancellation for Microsoft Store, Office.com, and HUP


Order Cancellation Facts

• We can only process cancellation to orders that has no tracking number.

• If tracking number is already assigned to the order, we will process return and refund.


• We can also request cancellation for ESD with the following order status:

Submitted: Failed/Pending Digital rights (MS Store)

Pending: Not Fulfilled (OESD) Success: Not Fulfilled (OESD)

• We can not request for cancellation if order status is In Review.


MS Store Order Cancellation


Pull up the customer’s order


Verify PII

Full name

Email address

Order number

Last 4 digits of CC

Go to Products to view the items ordered

Click on Fulfillment information to check for the tracking number

Click on Request Cancellation

Select a reason for cancelling the order

Edit the comment

Check the item that is for cancelation and put a quantity to cancelClick on Request Cancellation



Pull up the customer’s order

OESD Cancellation

Verify PII

Full name

Email address

Order number

Last 4 digits of CCClick to select action

Select a reasonSelect the quantity

Type in your comment

Click on Request Cancellation


Agent Processed

Cancellation With Tracking Number, agent cannot process Cancellation but

could process Return/ Refund

Without Tracking Number, cancel the order in DR

and close the case

Cancellation Process

Things to Remember:

• Requesting for cancellation does not guarantee that the order will be cancelled.

• If the cancellation request is approved, the customer will receive an email confirmation within 24-48 hours.


• If order cancellation is not successful, customer will automatically receive a return shipping label from UPS. Return and refund process will follow. (MS Store)


• Customer said that he wants to cancel an order for a laptop that he placed yesterday. When you checked on the records, there is already an assigned tracking number. What will you do?

• A customer called in to ask if you will be able to cancel an order for Xbox 360 that he just made today. How will you respond to the customer?

Cancellation Request Scenario


Return & Refund ProcessLesson 5. Learn the Process and Policy


• Identify some of the reasons why we have to process return & refund.

• Identify the Microsoft return and refund policy.

• Explain the return and refund process.



A customer may call in to return a product that he purchased from Microsoft Online due to the following reasons:• Purchased the wrong product• Was not able to download/install the

software• Customer wants a DVD copy instead

of a downloadable software• Customer does not like the product


Return and Refund Policy

• Returns for downloadable software products will be honored for thirty (30) days from the date of purchase.

• Subscriptions and services will be honored for thirty (30) days from the date of purchase.


• FPP returns will be honored for thirty (30) days from the date of purchase, provided the item has not been opened or altered from its original state and does not show wear or damage.


All Sales Are Final!!

• For items marked “Clearance”

• RAM

• Xbox 360 games

• Boxed non-Microsoft Products

*Replacement is possible for these products.Customer Service and


MS Store Return

Pull up the customer’s order Check if it was purchased within 30 daysVerify PIICustomer Service and Support Sutherland Global Services

Click on Return

Select Reason

Put a commentCheck the items to be returned

Type in the Quantity

Check Unlock Code for ESD

Click on Submit Return Request

Click here to access customer’s ELOD

RMA/Refund number


Office.com & HUPReturns

Search for the customer’s orderEnter the order number and click on Go

Click here to select an action

Select Request RMAClick on GoSelect the

Reason(Always put Other Reason)Select the quantity

Always put “OK to Credit” in the comments field

Click on Save



•To access the customer’s ELOD

Click the drop down and select “RMA Received”, then click on Go


Agent Processed

Return

Customer will receive Return Authorization and Return Label w/in

24 hrs

Customer should return the product to UPS

before the expiration of UPS Label w/c is 10

days

Allow MS 10 business days to receive, assess and review the product

Refund will be processed w/in

3-5 business days after assessing the product

Return & Refund Process

For ESD, it’s a requirement that we read the ELOD scripting (verbatim) provided by the QAs before accepting on customer’s behalf

For expired ELODs, Senior Agents or Supervisors can extend the date (MS Store)

Return & Refund Process Facts


In Office.com & HUP, BUMs are not refundable; if the customer insists, escalate to Office.com or HUP respectively.

For ESD with BUM, the customer does not need to return the DVD but refund will still be processed (MS Store)


For FPP, customer will receive an email from Microsoft Store about the return request. A separate email from UPS will also be received both within 24-48 hours.

Customer has to print the return shipping label sent by UPS and attach it to the product that is for return.


For FPP, if there is no return label received or has expired, the case should be escalated to Tier 2 (live escalation)

Customer has 10 days to return the product or else, the shipping label will expire.


• ESD: 3-5 business days (Microsoft Store)

5-7 business days (Microsoft Office/HUP)• FPP: 10-15 business days (10 BD

to receive and review the product; 3-5 BD to process the refund)

Always provide the time frame for refund :


• Customer said that he cannot accept the ELOD anymore and said it has already expired. What’s the resolution for this concern?

• Customer wants to return the Xbox 360 game that he purchased a week ago because it is not working. How will you respond to the customer?

Return & Refund Scenario


Lost or Missing ProductsLesson 6. Delivery issues



• Explain the process that we need to follow for lost or missing products.

• Identify the course of action is customer is complaining about lost FPP or ESD products.


Scenario 1

A customer complaining for a product not received

Tier 1 will have to verify information & check the tracking number.

Ask the customer if he already inquired with their family members or neighbors.

Live escalation to tier 2


• A package trace will generally take between 8-10 business days for the investigation to be complete; T1 Agents, can tell the customer that they may receive an update and resolution within that time frame)


Fraud

Lesson 7. Unauthorized Purchases



• Identify the information needed to verify before tagging the order as fraud

• Identify the course of action needed to address the issue


Account verification:

Full name

Date of the transaction

Total amount that was charged

Last 4 digits of the card


Customer complaining that he was charged by MS Store without his

knowledge

Scenario(FPP)

Agent Verified customer’s Personal

Information (PASSED)

Order already processed in DR and w/ Tracking Number (IN TRANSIT)Live escalation to tier 2


Customer complaining that he was charged by MS Store without his

knowledge

Agent Verified customer’s Personal

Information (PASSED)

Scenario(ESD)

Refer customer to the bank or their financial institution and inform them that the

product key will be blocked by the system


• You cannot provide any information of the order regardless if the PII was provided

• Customer can dispute the amount from the bank or financial institution and the bank’s back office will be coordinating with MS Store for the refund of the amount

Remember

• If the customer did not pass the verification process, refer the customer to his bankCustomer Service and


Tax Exempt Process

Lesson 8. Process Guidelines



• Explain the process of tax exempt

• Identify the contact numbers for processing a tax refund


States with no Sales Tax:

• Alaska• Delaware• Montana• New Hampshire• Oregon


Customer will be billed normally (price + sales

tax + shipping)

Customer will have to fax or e-mail supporting documents for tax exempt to Microsoft Store

Microsoft will review the

documents sent by the customer

Once we validated the documentation, refund will be processed and will be

back to the account of the customer


Tax Exempt Process Guidelines

• Customer must send a copy of their tax exempt documentation through either if the following: For e-mail -

[email protected] For Fax - 425-936-7329• Title: Microsoft Store Tax Exempt Process

Note: Include this phone number as office number 469-775-6367


mailto:[email protected]

Lost Product Key

Lesson 9. Where to find the product key



• Identify where to find the product keys for both FPP and ESD products

• Identify the action needed to help the customers locate their product keys


Customer asking where to locate the

product key

Advise customer that it’s in the package on

the white sticker (25 alphanumeric

character)

If customer cannot find the sticker,

refer to MSCC for license

regeneration

Advise customer to login to his MS Store

account

If customer cannot access the account,

resend receipt e-mail to the

customer thru GC/GTCustomer Service and


Misroutes

Lesson 10. Beyond the support boundaries



• Identify the issues not supported by the Microsoft Store agents

• Identify the correct area where the misrouted customers will be properly assisted


• Customers may be calling in because of an issue that is out of our support boundaries. In this case, we need to transfer them to the correct area or department.


• We only support products purchased from MS STORE. If the product was purchased from other retailers, we have to refer them to the store or website where they got the product

• We only WARM TRANSFER repeat callers and installation issues that we’re not able to resolve. All other misroutes should be cold transfered to the right department


Warm Transfer vs. Cold Transfer

• Warm transfer is when we call the right department, explain the issue, and introduce the customer to the agent before we conference and release the call.

• Cold transfer is when we call the right department and transfer the call without introduction.


Misroute issues:

• Download and product keys of software purchased from a non-MS website.

We can also refer them to the website where they purchased the software, or refer them to office.com/downloadoffice

We can ask them to go to findmyorder.com for them to locate their orders.


• Customer having technical issue/s with a software that he purchased from a different retailer

We can refer them to 1-800-MICROSOFT or the Microsoft Customer Central for them to be connected to technical support


Misroute issues:

• Customer calling about a laptop that is not working and was purchased from other retailer

We can refer the customer to the manufacturer (OEM) Tech Support


Misroute issues:

• Customer wants to purchase a license for a Microsoft product that can activate 10 or more computers.

Customer can be transferred to the Volume Licensing Department


Misroute issues:

• Customer is having an issue generating a product key using the Product key card that he purchased from a local retailer.

We can refer the customer to the Product Key Card (PKC) support


Misroute issues:

• Customer wants to return and get a refund for a product that he purchased from a local retailer. He said that they would not accept the product because it has been opened. Customer can get a refund from the Money Back Guarantee department.


Misroute issues:

• Customer is asking for help in downloading a free trial version of Office 2010.

Inform the customer that there is no live support available for trial versions. Direct the customer to Microsoft peer-to-peer forums.


Misroute issues:

Questions?


Thank You.


consultant learning services microsoft store customer service and support sutherland global services

Documents

shipping customer service

hup customer service

misroutes customer service

customer service tab

review order

order status lesson

new order process lesson

hours order