Summary:
The returns process in Xvantage follows a structured life cycle, from a request intake through financial completion. The requests are submitted by associates (or customers), and are then routed to customer service queues. Each request follows a system-generated workflow. Below are FAQs designed for warehouse associates who are navigating the Returns and Claims queue.
Table of Contents:
Question 1: What are the ways a warehouse associate can navigate the Xvantage platform?
Answer:
The associate may receive an Email Notification that a note has been added in a request that is in their queue. They can select key details, and the system will direct them to the request details page.
The associate can either access Returns and Claims through the left navigation of Xvantage, or from the same homepage, the associate can go to Customer Service, then to Returns and Claims. On the top of the page, the associate can see the queues they are a part of. For warehouse associates, there is a warehouse specific-queue.
Question 2: What happens when the warehouse associate clicks on the warehouse specific-queue?
Answer:
The associate will see a list of items they need to act upon. By going to the case number, they are able to review details such as product line information, reason code, etc.
Question 3: What happens when a warehouse associate receives a note?
Answer:
The associate can go to the note section below the product information to review the questions from the customer service team. They may use the alt tab or the internal tab.
Once the associate has responded in the note section, they can assign the request back to the customer service team in the queue field under the case summary.