RGA - Scan back , Substitution - appliance has been on back order for quite some time and they keep getting pushed out. What can we do?, Return - GE appliance came damaged and consumer no longer wants, create a ______?, Replacement - GE appliance came damaged and consumer does not want a any other options we can create a _________?, EBS - What system do we create replacements, returns, and work order in?, EPODS - THD is calling because the consumer is calling to advise they have not received their delivery but the system shows it has been delivered. The HDA also states it shows delivered. What should you do?, Dock Search - The vendor is calling to check on an order and states they shipped the appliances to the HDA but it has not been delivered to consumer. What should you do?, White Glove - The consumer has had 2 deliveries of same appliance and needs a replacement and wants to make sure that the appliance does not come damaged again when delivered. What can we do?, CDR - Wayfair is calling to have a unit picked up. How should we process this?, Serial Numbers - These can be located in Inbound, EBS, Track & Trace (Order Details, Processed Details or in Check In, COI - Consumer calls to advise they need a Certificate of Insurance sent to their building for delivery to take place. Submit this template, Order Up  - THD calls to cancel a GE order that is in a pending status. What should we advise them to do?, Actions - What menu in EBS do you access to begin a GEA return/replacement widget, work order widget and substation widget?, Tools - What menu in EBS do you access to get to Order Extension report and Where’s my order report?, Salesforce - Where are knowledge articles located ex: M00 codes, Hd Phone List , Costco - What store has a 90 day return policy, HDA - Who do we call if a service or appliance is not scanned back?, Macros - How email templates are submitted in Salesforce, ADC - This can be found in the order extension report and is also needed when checking availability., Reserved - You can tell if and order is _________ in the where's my order report and if it has shipped out from the ADC.,

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