Spiel with password
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Label: 2 Year Delete (2 years) Expires: Sun 5/16/2021 6:54 AM
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Barja, Nollie (ETW)
Fri 5/17/2019 6:54 AM
Borja, Joey (ETW)
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Nollie L. Barja| Nike Chat Support
Building Lima, UP-Ayala land Technohub
UP North Science & Technology Park, Quezon City 1121
o: 632-798-75-33 | m: 63 906-524-4626www.concentrix.com
From: Barja, Nollie (ETW)Sent: Thursday, April 25, 2019 4:06 PMTo: Barja, Nollie (ETW)Subject: Spiel with password
OPENING Hi there, this is Nollie, thank you for letting us know that you need assistance in setting up a return, I can certainly help you today. *I know how important it is for you to know the status of your return. No worries, let me take it from here and make sure that this will be well taken care of. Got your back!*I'm sorry for the trouble that this has caused you but glad you reached us! No worries, let me take it from here and make sure that this will be taken care of. Got your back! *I understand your concern and I’d be happy to check what you have. *I can certainly help you with that u78*Can I get your order number and email address, please? Hi __, I'd be glad to assist you with _____. I just need to document our conversation first; can I please have your email address? *If it’s okay with you, we’ll need to collect a little bit of additional information before we proceed *If I understand correctly, ___ . * To meet your needs, we’ll need to verify some of your information. * May I ask for some more information before we continue? *Let me just bring up the order Asking concerns *May I know what is your reason for chatting today? *Do you have a Nike product question for me? I'm here to help. *Is there something in particular we can help you with? *May I ask why you contacted our chat service today? Clearing info. *I hope I have cleared this up for you and this information has been helpful *I hope the information I have provided has been helpful. Check for other concerns *May I help you with anything else today? *Before you go, do you have another question? *Do you have any additional questions? *Would there be anything else I can help you? *Is there anything else I can check for you? *Have I answered all your queries? *Have I covered everything for you today?*Will there be anything else we need to check while we're here on chat? NIKEiD *This is well-customized! Apparently since they are uniquely created, there is no option for next-day or 2 day air delivery.*Since it's a customizable shoe it's considered as NIKEiD that has a normal timeframe of 4-6 weeks. We will start from scratch and make your imagination come to life. We don't want to rush the building process to avoid compromising the quality. We can assure you that you will get what you paid for and to receive the item on it's top quality. CLOSING *____ I'm happy I was able to help you with [insert chat topic]. If you need, please don’t hesitate to open a new chat. Thank you for chatting with Nike.com and have a great day. *I appreciate your time for using the Nike.com. Thank you and have a lovely day *Thank you for your time. I appreciate your time for using Nike.com *Should you have any inquiry in the future, you may contact us again. Have a great day ahead and best regards. *Bye now. Take care, please. *It was my pleasure to assist you today. Thank you for using Nike.com. *Thank you for chatting, and we hope to hear from you again! Goodbye for now and take care! *Thank you for chatting. I am now closing this chat. If you have any more issues, please don’t hesitate to let us know. Have a great day! Long waiting on line *I saw that you've been waiting on the queue for a few minutes now, I appreciate your patience. *Thanks for waiting on the queue. How are you doing today? Building connection *Hi there and how are you doing today? *It’s good to know that you’re doing well. * I'm doing fine today, thanks for asking. * Hello there, hope you're doing well today. Feedback capturing *I’d love to help where I can pass your recommendations along to our team. *I would love to share your insight about your experience with us (Consumer), I’ll make sure this will be forwarded to our management to better improve our service. Thank you for sharing your feedback with us. *We appreciate that you took the time to let us know your thoughts. It’s through feedback like yours that we are able to grow and improve as a company, so we have passed it along to the appropriate department within Nike. After helping the consumer *No problem. It was my pleasure to assist you today. Is there anything else I can do for you? *Fantastic! I’m so glad to be of help… Offer additional assistance Is there anything else I can assist you with today? Order return (wrong size) I'm sorry that size didn't work out for you. I'd be glad to assist you to get the correct size. Let's go over what options we have for returning and exchanging. Order status Okay, no problem. I can certainly get your order status and provide you with any tracking information. Product out of stock / limited release launch *That is a great shoe! I'd be glad to check our inventory and any of our authorized retailers for those __. *Let's look at the website together to see if there is something currently in stock that would fit your needs. Giving options *I understand; so many options can be confusing. May I provide assistance in helping you decide? *We know that making a choice here can be difficult. We can review your options again if you'd like! *Excellent choice! We’re positive that you’ll be satisfied. * Very good choice. We’re confident that you’ll be happy with that option. MAPOUT *To resolve your concern, I’ll go ahead and check out Nike.com inventory and if in case that it’s out of stock up to this point then I will continue in checking our authorized retailers. Please stay on this chat with me as I exhaust all options we have for you. *I want to make sure that we will be able to provide options for you. Please stay on this chat as I check our inventory and see the availability from our retailers. DELIVER TOUGH MESSAGE * I have checked our inventory and it seems that the (product) is currently out of stock as of the moment. Good thing is that Nike does continue to receive the new shipment on a regular basis. *I manage to check our inventory on Nike.com and found another colorway available. Also, I'm seeing here that you have an option to customize your (if NIKEiD is available). *Now while we wait for the itefm to restock, you might want to check these/this (link) which is actually similar to what you are looking for. This product is also the same in terms of (benefit) *You can certainly take benefit of our 30-day period where you can try to wear and fit the (product), now by the end of the day if you feel that this is not the right product still then you can absolutely send it back to us and we are more than glad to refund your money. *While the (product) you’re looking for is currenftly out of stock, I found a comparable item which you might want to consider. This (product) is presently high in stock and you might want to try it and take advantage of your 30-day return timeframe. On top of that, since you have been part of our increasing Nike family, I can partner with my coach to see if we can expedite the shipping for you to be able to secure your own pair Apologizing/Unable to Meet Request *We understand how you feel, we’re very sorry. We’re going to take care of this for you right now *We’re deeply sorry about *Issue*. Let me speak with my supervisor to see how we can correct this for you. * We apologize, but at this time were unable to meet that request. * We’re very sorry, but fulfilling that request isn’t possible at this time. Let me check and see what I can do for you. * We apologize, but we do not currently offer to ship to that region. * We’re very sorry, but our current setup does not allow us to ship overseas at this time. * We apologize for the inconvenience, but our shipping options are limited at this time. * We apologize but fulfilling that request wouldn’t be fair to our other consumers. I really appreciate you giving your time on chatting with us. Though, we're unable to help you further today, as one time courtesy and for being a part of NikePlus for a long time, I'd be glad to provide you a 20% off promo code that you can use on your next order! Offering to provide a solution * May I suggest *solution* as an alternative? * To best meet your needs, I would recommend the following… * I feel that the best way to solve your issue would be *solution* Providing additional contact information * I may need to check with my coach to accommodate that request. * If you would prefer, you may contact our phone support line at *number* * Our customer service phone number is *number* Suggesting transfer * I’m sorry for the confusion, but this department doesn’t have information on that topic. * I apologize for the miscommunication, but this department isn’t equipped to handle that kind of inquiry . Putting Customer on Hold * It may take us a moment to review that information *If you’re comfortable holding for just a moment, we’ll review your information and have an answer for you very shortly Thanks for waiting * Thank you very much for holding, and sorry about that wait! * Thanks for holding! We do apologize for that wait, but we’re ready to assist you. * We thank you for holding and apologize for the wait. Recommending items * It looks like you’re purchasing *product*! Could we interest you in *product* as well? They complement each other nicely. Shipping options *We offer several options for shipping, including UPS, FedEx, and Next-Day. * If you’d like to hear all of your shipping options, we can list them for you. * Based on our estimation, you can expect to receive your order on *estimate* RESTOCK Probe *Can you tell me more about the product you’re looking for? *What are your usual activities where you will use the (product)? *Are you specific with the material/color? *On what surface will you use the (product)?*May I know what do you like the most about these shoes and is there any activities you are planning to use it for? Given the popularity of products on Nike.com, certain styles and sizes sell out. Restocks can happen at any time. You've got great style! Unfortunately, those sell out quickly and isn't available anymore right now. We don't know ahead of time if it will be restocked, but I can help you find an alternative style if you like me to? **If Consumer is open to alternative styles, we can recommend another style with similar features/benefits on Nike.com. Provide the consumer with the style number for easier searching. ** If we are unable to find anything suitable for the Consumer, we can advise the consumer to check out their local Nike stores and/or authorized retailers. **If Consumer isn't receptive to alternative styles or retailers at the moment: f I've let our team know that you would like to see more of this style. Feedback like yours does inspire our business decisions, and we thank you for it. Nike.com doesn't release restock schedules, but you can follow @nikestore on Twitter and sign in to (Nike SNKRS or Facebook.com/converse) for restocking announcements. The best way to see if something is restocked is to check Nike.com and our Twitter page @Nikestore periodically for more product updates. Finding a product *Of course. I’d be more than happy to see if we can find a pair of ____ for you today. *May I know what exact color or size you are looking for?” *May I know what you liked about (insert the product’s name). Finding an old product I'd be more than happy to look for those same shoes. If those aren't available, I can definitely go over some of our other ___ that could be a good fit. Website issue or ERROR Always a “Can Help You Attitude” Sorry to hear the trouble when placing your order. Let’s go through some troubleshooting steps and see if we can figure out what is happening. Mapout : To ensure you will be able to place your order, let us start with basic troubleshooting. Now if in case that it did not work then we can surely work with our phone athletes so we can further assist you in placing the order. OR What we will do is to perform some basic troubleshooting steps (consumer) if in case that this did not work then we still have an option to work with our phone athletes so we can further assist you. WITHOUT ERROR CODE/MESSAGE TS Steps as per AKB 3647 -Clear Cache and Cookies -Attempt to add the item to the cart (if the error is not about payment method) -Make sure consumer is using Chrome since this is the most compatible browser for Nike.com WITH ERROR CODE - FOLLOW STEPS FROM AKB 19375 Have you tried to clear your cache and cookies? - If you are to do that, there's a chance that this chat might get disconnected which we hope that it won't happen but just in case, please call our Voice support since they can place the order for you instead. Here's their number, 1-800-806-6453, 4 am - 11 pm, PT 7 days a week. In order to get this resolved, please give us a call at your convenience and we can place a new order on your behalf. We can be reached at 1-800-806-6453; they are open from 4:00 am - 11:00 pm Pacific Time, 7 days a week. GHOSTI haven’t received a response from you. Are you still there? I will wait here for another minute for you. FOR IDLE CONSUMER / NOT RESPONDING Are we still connected? We really love to assist you (placing the order) however I may need to end this chat within a minute. * Hello! It looks like you’ve been inactive for a while. Can we help you find anything? * It’s been a while since your last response. Please respond within the next few minutes or this chat will be ended. * Hello *name*, are you still there? *Hello, it seems that you are away. I will have to close the chat for now. If you still need my help, you can request a chat again. Thanks for stopping by Since it appears that you’re busy and unable to complete our conversation I would need to close our chat. For further assistance in placing your order, you can call us at Nike.com 1-800-806-6453 open from hours 4 am to 11 pm PT, every day. Thank you for chatting with Nike.com! IF STILL NOT RESPONDING Since it appears that you’re busy and unable to complete our conversation I would need to close our chat. Thank you for chatting with Nike! *I have not received a response, this chat will close shortly due to inactivity. If you have any additional questions, please feel free to visit us again at Nike.com. *I haven't received a reply from you. Are you still there? I will need to disconnect our chat in one minute. Please feel free to start a new chat if you need assistance. *Please let me know if you are receiving my replies so that we can continue. *Just wanted to check in to confirm that all of your questions have been answered. Since I haven’t received a response from you, I will need to close our chat. Please begin a new chat if you have any further questions. Thank you for chatting with Nike.com and have a great day. Issue with system *We're currently experiencing an issue with our systems. As a result, I'm not capable to view or make changes to your order Branding *Nike aims to offer the finest experience for our consumers like you. Checking if consumers still connected *I just want to check if we are still connected to this chat? *I think we might have lost our connection as I am unable to get any reply from you. *I will stay on the line for another minute, else this session will expire. *My sincere apologies, thought I already lost you, I appreciate your patience. Disconnecting *I will wait for you to disconnect the chat in order we can accommodate the following customer on the line. Thank you. *You may disconnect the chat in order we can accommodate the next customer on the line. Thank you. *I need to disconnect the chat in order we can accommodate the next customer on the line. Thank you. *I need to disconnect the chat session within 60 seconds in order we can accommodate the next customer on the line. NikePLus *While I'm checking, let me thank you for being part of the NikePlus family. Please enjoy the free standard shipping, get updated with our exciting events, limited releases and promotions and one access to all NikePlus services. We truly value your business with us. Not registered *By the way, I saw that you are not yet registered and part of the NikePlus family. Would you want to register now to get free standard shipping for all of your orders, free returns, access to workouts and events, and so much more? This is for free! I can register you while we are here. Great! I just need the following information: Full name, screen name, gender, date of birth and full address. While you're checking, we encourage you to sign up for free at NikePlus at https://swoo.sh/1dj1hNt so you can take advantage of our free standard shipping. You may get updated on our exciting events, limited releases and launches and one access to all NikePlus services. Just please take note of the Promo Code Terms and Conditions on this page: https://swoo.sh/2LGjKEDTo redeem your promo code it must be entered while in your shopping cart or during checkout in the “Payment” step. To use, check the box next to “Do you have a promo code?”, enter your promo code and click “APPLY”. Please note this is a single use promo code, and may be excluded from certain products. Be sure to check out our Terms and Conditions on https://swoo.sh/2LGjKEDNext-Day shipping code Terms and Conditions on this page: https://swoo.sh/2x5aipcNext-Day Shipping is available on Nike.com from Mondays to Thursdays, before 12 PM GMT. DISCOUNT/PROMO CODE INQUIRY I can’t help but notice that you have been part of our Nike family since (year), and because of that though we are able to hook you a one-time 10% promotional code which you may use on any Nike.com items as a one-time courtesy. *Hello! Right now we’re offering a discount on *promotion* if you’re interested in taking advantage of that deal. *Before you check-out, you should know that we’re currently offering *promotion*. Would you like to take advantage of this limited-time offer? Without Ongoing Promo I understand how important it is for you to maximize your savings on your Nike.com purchase but as of the moment, we don’t have an ongoing promotional/unique code available. Good thing is that we have items on clearance sale that you can surely take benefit off. IF STILL ASKING We really apologize however there is no ongoing promotion as of this point. Please do stand by with our following update and news thru Nike app. Resistive Consumer I hope you understand that we can only do as much here from our end. We have already discussed all options we have for you and recommended the best option which is to (Provide If the consumer has a code (Birthday, USC, Etc) but the item he/she preferred was excluded from promotion *Probe *Education -Since consumer wanted to take advantage of the discount: *Chat with L2 or ask for approval from coach Sushi - courtesy (price match) can be provided as long as we've already educated the consumer, offered alternative styles (not excluded) and if consumer don't want other item / look for consumers with multiple courtesy approvals ************************************************************************************* Please use the following templates for us to efficiently process your request. L2 Chat: Is the Consumer on the line? Yes Order number: Reference number: AKB(s) Used: Reason for chatting in: Email Address Change Reason: Old Email: New Email: Manual Refund Request Order Number: Return Tracking Number: Date Received at the Warehouse: Amount: $ ****************************************************************************** PAR Notes · CHANGE SHIPPING ADDRESS (AKB 35625) [Purpose] - The consumer stated that the [[apartment number/street number]] is missing on the shipping address. I'm seeing a DELIVERY EXCEPTION. The consumer wants to confirm the shipping address on our carrier and deliver the package. [Action] - I took the following steps checked the order at CSP and followed AKB 35625. Order number: Email address: Full name: Contact number: Shipping address: [Resolution] - I told the consumer that I will escalate this to our fulfillment team to confirm the shipping address on our carrier within one business day. Categorization Existing Order → Where Is My Order → When Will My Order Arrive → I Expected To Receive It By Now → [PARTIAL OR FULL] · TRACER [Purpose] - The consumer stated that he haven't received the package that shows delivery. The consumer wants [[refund/reship]]. [Action] - I took the following steps check the order at CSP and follow AKB 951 for tracer escalation. Order number: Email address: Missing items: Tracking number: Full name: Contact number: Shipping address: *If the consumer wants reshipment.. [Resolution] - I told the consumer that we will process an investigation and we will send an email update within 3-5 business days. I also told the consumer that we will ship a new package after the investigation if ever we have the stock with free Next Day Air shipping. *If the consumer wants a refund. [Resolution] - I told the consumer that we will process an investigation and we will send an email update within 3-5 business days. I also told that we will issue the full refund after we completed the investigation with our carrier. Categorization Existing Order → Where Is My Order → My Order shows Delivered But Hasn't Arrived → Lost Package (Tracer Created) · PROOF OF DELIVERY [Purpose] - The consumer stated that they wanted to find out about their return/refund for the order Order number: Tracking number: Items returned: Style numbers: Other relevant info: [Action] - I took the following steps: Found order in CSP [Resolution] - I told the consumer the tracking number which shows delivery to the BRD. Consumer returned [enter style numbers] so we know exactly which items were returned and would like a refund. Categorization Existing Order → Return \ Refund Assistance → Return \ Refund - Question → What is the Status → In-Box Return or Online Return · WRONG ADDRESS The order cannot be canceled, but it's not delivered yet [Purpose] - The consumer stated that he provided a wrong address for his order and agreed to hold the package and arrange it for pick up at the carrier's hub. [Action] - I took the following steps check the order at CSP and follow AKB 65683 Order number: Email address: Item ordered: Full name: Contact number: Shipping address: [Resolution] - I told the consumer that since we are unable to cancel, we can hold the package and arrange it for pick up at the carrier's hub. Categorization Existing Order → Where Is My Order → Other [Wrong Address] If the consumer is unable to pick up the package at carrier's hub [Purpose] - The consumer stated that he provided the wrong shipping address on his order. The order is already shipped but he is unable to pick up the package at carrier's hub. [Action] - I took the following steps check the order at CSP and follow AKB 65683 Order number: Email address: Item ordered: Full name: Contact number: Shipping address: [Resolution] - I told the consumer that since the package is already shipped we are going to return that package to our warehouse so we can issue a full refund. Categorization Existing Order → Where Is My Order → Other [Wrong Address] If the package is already delivered to the wrong address [Purpose] - The consumer stated that he provided the wrong shipping address on his order and the package is already delivered. [Action] - I took the following steps check the order at CSP and follow AKB 65683 Order number: Email address: Item ordered: Full name: Contact number: Shipping address: [Resolution] - I told the consumer that since the package is already delivered, we will try to recover or reship the package. Categorization Existing Order → Where Is My Order → Other [Wrong Address] · TRACKING NUMBER DOESN’T WORK [Purpose] - The consumer stated that the tracking number for his order is not updating and more than 2 business days since we ship the package. [Action] - I took the following steps check the order at CSP and follow AKB 951 and 4306 Order number: Tracking number: Full name: Contact number: Shipping address: [Resolution] - I told the consumer that I will escalate this to our fulfillment team to find out what happened and we will send an email update within 3-5 business days. · NIKEID REMAKE [Purpose] - The consumer stated that he received a color of ___________ for the NIKEiD that should in color __________. [Action] - I took the following steps check the NIKEiD order at CSP and FC tool. Followed AKB 1602 for remake escalation. Order number: NIKEiD Ordered: Style number: Design ID: [Resolution] - I told the consumer I will escalate this to our fulfillment team to request a remake of this NIKEiD and we will send an email within 2-3 business days. I also told the consumer we will need an image of the NIKEiD received. Categorization Existing Order → Product Issue → Delivered Order Not As Expected → Color, Material, Size not as expected **************************************************** LOOKING FOR SPECIFIC ITEM/KNOWN STYLE: ACKNOWLEDGE: Wow! Metcons are really one of the major upgrades we are advertising nowadays and I am not surprised why you are interested in getting one. Let me assist you to find it online. If it’s not available on our website, I can also check if one of our stores or authorized retailers have it.” PROBE: Since Metcons come in different colors and sizes, may I know what specific color or size you are looking for?” May I know what you liked about (insert the product’s name). RESOLVE: 1. AVAILABLE ONLINE This must be your lucky day because I’ve got exactly what you are looking for. Here is the style number XXXXX-XXX , you may also find it here (insert the link to the website). 2. NOT AVAILABLE ONLINE BUT AVAILABLE IN THE NIKE STORE(S) While we no longer have (insert the specific item) online, I do see that some of our Nike retail stores may still have it. Please contact the store directly to confirm the exact price and availability. The store/s that have the product are ..” 3. NOT AVAILABLE BOTH ONLINE AND NIKE STORE(S) While we no longer have (insert the specific item) online and in our stores, I do see that (insert the item name) is available on NIKEiD. What’s good about NIKEiD is that you may change or add a personal look and feel to your shoes. By the way, NIKEiD takes 4-6 weeks to process. 4. NOT AVAILABLE BOTH ONLINE AND NIKE STORE(S) BUT AVAILABLE IN ONE OF THE AUTHORIZED RETAILERS: Great news! I was able to find the (insert the item) on Footlocker.com which is one of our authorized online retailers. Here’s the link (insert the link) 5. If the specific item is not available online, in a Nike store, NIKEiD, authorized retailers, offer an alternative. Base your recommendation on the Consumer’s answer to your previous question “May I know what you liked about (insert the product’s name)?” 6. If the specific item is not available online, in a Nike store, NIKEiD, authorized retailers, and the Consumer doesn’t want an alternative product. I am sorry to tell you that I have searched for Pink Metcon 2 in size 15 everywhere but I was not able to find one. I recommend you follow us on Twitter @nikestore and also check back on Nike.com periodically for updates. I will take note of this chat to let our team know that we still have Consumers like you wanting to get this item. **************************************************** WRONG ADDRESS AKB 65683 RESHIP [Purpose] - The consumer stated that his order will be shipped to his old address and wants to get updated. [Action] - I took the following steps by checking CSP and observed that it is (STATUS). Since this is a launched item, offered reship. Agreed and confirmed new address: (COMPLETE SHIPPING ADDRESS) [Resolution] - I told the consumer that I will escalate it to request a reship for his order. SHIPPING ADDRESS MODIFICATION What if the carrier shows a "delivery exception" message? If the package is being held by the carrier to clear up a problem with the delivery address, ensure we have the correct shipping address, address any notes the carrier shows (re: apartment number, address confusion, etc.), and escalate an incident as described in this article. The Assistant Coach can work with the carrier to fix any shipping address information. [Purpose] - The consumer stated that his order (ORDER#) will be delayed due to his shipping address. [Action] - I took the following steps by checking CSP and observed that it is now (STATUS) and UPS had a delivery exception for (REASON FOR EXCEPTION – NOTED ON TRACKING NUMBER). Consumer verified correct address (complete shipping address) [Resolution] - I told the consumer that I will escalate it to correct his shipping address and ship his order. oooooooooooooooooooooooooooooooooo TRACER AKB 951 [Purpose] - The consumer stated that the item in his order didn't arrive. [Action] - I took the following steps: by checking order in CSP validate the delivery information for the following items and observed that (REASON) Tracking Number: Items Missing: Reship/Refund: Confirm Shipping Address: Phone Number: [Resolution] - I told the consumer that I will escalate it for Tracer and to process (RESHIP OR REFUND). ooooooooooooooooooooooooooooooooooo POD AKB 766 [Purpose] - The consumer stated that they wanted to find out about their return/refund for order (ORDER NUMBER) Order number: Tracking number: (ENTER IF DOES HAVE RETURN TRACKING NUMBER; IF NONE ENTER used inbox label) Items returned: Style numbers: Other relevant info: [Action] - I took the following steps: Found order in CSP and verify items returned. Wants to have his refund to be processed. [Resolution] - I told the consumer that I will escalate this to locate his return and process his refund. ooooooooooooooooooooooooooooooooooo 041J ERROR CODE AKB 19375 [Purpose]- The consumer stated that he was unable to place an order and got error code 041J-00000000 [Action]- I took the following steps by asking for the error code, confirmed 041J and followed akb 19375 for the details and instructions about this error code. Retrieve information needed for escalation. Full billing name on order: Email on order: Billing address on order: Shipping address on order: Phone Number: [Resolution] - I told the consumer that I will escalate and share this incident to our Resolutions team to correct the issue. Ooooooooooooooooooooooooooooooooooo PRODUCT RESEARCH [Purpose] - The consumer stated that he wanted to find out about an item he saw (see attachment) [Action] - I took the following steps by trying to search it online and in Google but can't find similar shoes. [Resolution] - I told the consumer that we will research on it further and email him the answer. WARRANTY Nike stands behind all of its products. If the item that you purchased from ___ has a material or workmanship flaw . . . Nike.com: If your shoes were manufactured less than two years ago, Nike will accept your return (see the returns policy. The manufacturing date is listed on the shoe tag. Nike Retail Store: Please return the product to the Nike store for assistance. If you're unable to visit in person, please contact the store to discuss your options. Authorized Retailer: Please first attempt to return the shoes to the original place of purchase. Nike has made arrangements with authorized retailers to accept returns for products with material or workmanship flaws. If you're unable to return your product to the original place of purchase, please file a claim through Nike. CLAIMS *I strongly recommend that you contact our Consumer Affairs (Corporate) team at 1-800-344-6453 from 7 am-4 pm PT, Monday-Friday (excluding holidays) and rest assured they will be able to assist you with your return claims. They are the ones who are expert in this kind of situations. *We have a team of experts who have the tools and resources to help you with this question. Please visit this site http://about.nike.com/pages/contact-us. You can also file an online claim through this page: FOOTWEAR http://go.nike.com/085cllj0 APPAREL http://go.nike.com/0sub3vh EQUIPMENTS http://go.nike.com/89aru1p CONVERSE No worries, you can submit a claim request to us about this matter through this page http://go.nike.com/89gnbn1 SWOOSH.COM I see that this is a Swoosh order and to properly assist and guide you about your order, it would be best to contact our Swoosh team at 1-888-365-6453 from 4 am-11 pm PT, every day. CANCEL/CHANGE AKB 35625 To make sure you receive your order as quickly as possible, we begin processing orders directly after they are placed, therefore, I am not able to cancel your order or request a change. I'm sorry for the inconvenience this has caused you. On the other hand, all Nike.com orders can be returned for a full refund within 30 days of purchase. I've requested your order be canceled, but there is a chance our warehouse will find inventory and ship your order. Whether we cancel or ship your order, we will notify you via email. If you receive your order and would like to return it, please use the pre-paid return label included in the box. RETURNS AKB 1851 Do you still have the free UPS prepaid label that came with your order? If so, you can use the easy peel-and-stick return label to send your order back to us. (IF NONE…) I will go ahead and send out a prepaid return label to your email address. The label usually can arrive within an hour, but please allow 24-72 hours for that e-mailed label to arrive. Kindly check your spam and junk folders as email can be routed there. Once you have the label, print it out and attach it to the outside of the box. You can then take it to the nearest post office and they will send it back to us. For your convenience, I'll start the return authorisation for this order as well. Once you receive the mailing label, follow these steps: 1) Pack and seal your return securely (in the original packaging if possible). 2) Print the label and place it on the address side of the package, covering any previous addresses or barcodes. 3) Ship the package. Simply take the package to any UPS hub. I have successfully created your return label and sent it to your email address. Here in Nike.com, we have a good return policy. You can return your order within 30 days of the shipping date for any reason for a full refund or exchange. After 30 days, you can still return your purchase for a full refund as long as it hasn't been used or has a manufacturing flaw. Returns are processed within two (2) business days of being received by Nike. After processing the return, refunds will be issued to the original form of payment but it can take 3-5 business days for banks to process the transaction and display the refund. (EXCHANGE) Returns are processed within two (2) business days of being received by Nike. After processing the return, your exchange order will now start processing and will be shipped within 1-2 business days. We're happy to inspect your product for any defects or manufacturing flaws. If our inspectors find a defect or flaw, you'll be refunded to the original payment method. However, if the issue with your product is caused by excessive use, misuse or alteration, we will not be able to accept your return. REFUND TIMEFRAME Credit/debit card refunds may take up to five business days to post to the bank/financial institution, then up to two billing cycles to appear on the bank statement. You can contact your bank (or view transactions online) to confirm the refund made to your account. Gift card/product voucher refunds may take up to 24 hours to process. Consumers can check the balance online. PayPal refunds may take 7-10 business days to post. You will receive a confirmation email once we receive your return. CHECK RETURN STATUS Returns are processed within two business days of being received. You can check your return status any time at http://help-en-us.nike.com/app/answers/detail/article/return-status/ http://go.nike.com/1duuo96 EXCHANGE AKB 4060 No problem! You have two great options. I will assist you with any option works best for you. First, we can set up a return and reorder exchange for you. This is the best way to guarantee that you get the product that you want since we will ship it to you right away. We will just process the return and then place a new order for you. This will charge your card again, but we will refund you when we receive back your original products. Second, I can set up a regular exchange for you. This way, I can help exchange the products for you and reorder the same item in a different size or color without carrying additional charge on your card. We will ship your new products to you when we get the return items. Which option works best for you? Excellent! I'm setting up the exchange for you now. Please stay with me. TRACER AKB 951 I'm sorry you haven't received your order yet. At this point, we usually have the shipping carrier start an investigation to either find the package or find out what happened. This process usually takes up to 7-10 business days to resolve but we will contact you as early as 3-5 business days. We can either resend the product if we have it in stock or process a refund to the original payment method. Tracking not updating AKB 4306 As I have checked your order and it's UPS tracking number (tracking#), it seems not updating since label created on (date) and we really do apologize for this trouble. What we'll do is to usually have the shipping carrier start an investigation to either find the package or find out what happened. This process usually takes up to 7-10 business days to resolve but we will contact you as early as 3-5 business days. We can either resend the product if we have it in stock or process a refund to the original payment method. OUT-OF-STOCK/BACK ORDER One of the main reasons why orders get canceled is that the product ordered is out of stock as orders are occasionally processed after the stock is depleted. However, I can check if the stocks were refilled if you can give me just about a minute or two to further look. Once I have confirmed that it is refilled, you can purchase a new order and I will waive the shipping fee for you. (Pag wala talagang stock after mo ma check ung CSP) It is my regret to tell you that stocks were not refilled at this time. If you'd like, I can search for a similar Nike product and I'll send you a promo code that you can use for this particular order. Since it takes time for the website to update the stocks, orders are occasionally processed after the stock is depleted. I am sorry we are unable to fulfill your order. My team had to cancel your order because we ran out of stocks of this style before we can fulfill it. I have taken a look at our inventory and it looks like we haven't received shipments for this item. I've let my team know that someone like you is still interested in this style and hopefully we can restock soon in your size. Thank you for checking. I am really sorry if you did not receive one. We always appreciate customers who take the time to give us their feedback. I’ll pass what you’ve said to our management team. Since the product is still ac tive, we may restock on Nike.com as we are constantly stocking and restocking the website. We recommend checking Nike.com periodically. I can also search for the product through our Nike Retails Stores or find a similar product. Which do you prefer? GUIDELINE IF CONSUMER RECEIVES AN ERROR CODE (EVEN IT IS INCLUDED ON AKB 19375 OR NOT) FOR RETURN AND ASKING FOR REFUND · Ask for the return tracking number they used on their return. If provided, check the date we receive the return before we process the refund. · If no tracking number, ask for the date they returned it. If beyond 2 weeks from the return, escalate Return assistance C00027997449 Employee ID: 101245904 eStartCVG L=101245904 P=@rtisB0rn Quickconnect U=nbar5904 P=NT Pass Eill0n091785 Workday [email protected] P=NT Pass SKU L=Nollie_Barja P=Skutrain2017 Nike.okta.com [email protected] M@tava0917 Huddle nbarja @vA120216 SKU Nollie_Barja Skutrain2017 RNW nbarja 9876Nike! CSP nbarja @rtisB0rn NICE U=3021223 P=R0x121083 NIKEiD FC nbarja Nike2017 nbar5904 @vA120216@rtisB0rn02 Office 365 secret pass UUN3HM2JK36Q6FFL nbarja@rtisB0rnCSAT ID:159492060CSAT ID:158911650CSAT ID:1585203641) What our consumers like and why- think product and service - Getting assistance like placing an order is a plus, specially if consumer is having an issue. It's something like assurance that we will be able to resolve the concern while on chat. - 181105-0548382) What our consumers hate or are upset about and why: No email address, sometimes consumer wanted to get assistance via email instead of voice or chat.- 181105-0548383) What is working for our front line- systems, process, empowerment: Assistance via chat when getting a return label - 181112-156517https://cvgsharepoint/sites/nikeup/NA%20eServices/_layouts/15/start.aspx#/Lists/NA%20L1%20PTO/AllItems.aspxWhat our consumers like and why – product and service - Getting assistance like placing an order is a plus, specially if consumer is having an issue. It's something like assurance that we will be able to resolve the concern while on chat. - 181105-054838What are our consumer hate or are upset about and why - No email address, sometimes consumer wanted to get assistance via email instead of voice or chat.- 181105-054838What’s working for our front line – systems, process, empowerment - Assistance via chat when getting a return label - 181112-156517What’s not working for our frontline – systems, process, empowerment Air Jordan 11 Release Date: December 8th, 2018 $220 Color: White/Black-Dark Concord Style Code: 378037-100data:text/html, CSAT ID:162176437QuestionsCSAT ID:165576923C00053988078https://cvgsharepoint/sites/nikeup/EU/_layouts/15/start.aspx#/Lists/EU%20PTO/AllItems.aspxWhat our consumers like and why- think product and service: Price Match - great idea that we can adjust or match the prices of an existing orders. - 181224-117675What our consumers hate or are upset about and why: Some details on our product page doesn't contain much information, like heel-to-toe or other specifications. - 181224-1192992019-September-25I' here to update this incident on behalf of my colleague, Nollie.https://nikeagent.custhelp.com/cgi-bin/nikeagent.cfg/php/admin/launch.phpNollie L. Barja| Nike Chat SupportBuilding Lima, UP-Ayala land TechnohubUP North Science & Technology Park, Quezon City 1121o: 632-798-75-33 | m: 63 906-524-4626www.concentrix.com