Introduction to CMS: E-Comm Tab Flashcards
1
Q
CMS is the Customer Management System used to manage
A
Member data.
2
Q
The two tabs Member Support agents use in CMS are:
A
Riders
Ecomm
3
Q
What do Member Support agents use the E-Comm tab for?
A
View all orders placed through onepeloton.com, Inside Sales, Member Support, and showrooms. Create Member profiles Create secondhand subscriptions Create Support and regular orders Create returns and process refunds Cancel orders Exchange accessories
4
Q
The starting point of most actions completed in CMS is
A
The CMS App in Zendesk
5
Q
The CMS App in Zendesk can be used to access and/or start the following:
A
Search for orders and Member profiles View workout history Pause, cancel and reactivate subscriptions View related work orders View order's post-purchase link Cancel orders 30-Day Home Trial returns
6
Q
If an agent is unable to access Member information directly from the CMS App in Zendesk,
A
there are 3 ways to search for orders directly in CMS:
Confirmation Code (Order Number)
Email Address
Phone Number
7
Q
The Order Summary page has
A
17 subheadings that Member Support agents may use.
8
Q
Support Order:
A
Order placed with no cost to the Member
9
Q
Regular Order:
A
Order in which credit card information is taken
10
Q
RMA:
A
Used for refunds, returns, and uneven exchanges
11
Q
Related Order
A
Order linked to the original order
12
Q
SKU:
A
Identification, usually alphanumeric, of a particular product that allows tracking for inventory purposes
13
Q
(Order Status) Canceled
A
Order will not be shipped
14
Q
(Order Status) Completed:
A
Order has been sent to our Delivery Teams
15
Q
(Order Status) Pending Fulfilment:
A
Verifying inventory with the warehouse
16
Q
(Order Status) Pending Logistics Approval:
A
Order needs to be pushed through manually by the Logistics Team
17
Q
(Order Status) Pending Payment:
A
Items have been placed into an online shopping cart; order was invoiced and awaiting payment receipt
18
Q
(Order Status) Pending Risk Evaluation:
A
Billing information is being validated and flagged for potential fraud concerns
19
Q
(Order Status) Requires Follow Up:
A
Awaiting Member response to fraud flag
20
Q
(Shipment Status) Done:
A
Order has been communicated with the Delivery Team
21
Q
(Shipment Status) Other:
A
Pending status has not been submitted as ‘complete’
22
Q
(Shipment Status) No Shipment:
A
Items were purchased in-store or do not require shipment
23
Q
(Shipment Status) Canceled:
A
Order was canceled through Member Support
24
Q
(Order Summary) Order Status:
A
See the Order Status Glossary
25
(Order Summary) Confirmation Code:
First eight characters of the Order ID
26
(Order Summary) Store:
Order was placed through onepeloton.com, Member Support, Inside Sales, or a Peloton showroom
27
(Order Summary) Member's Name:
Member the order is for; may be different from Shipping Addressee
28
(Order Summary) Member's Email:
Member the order is for; may be different from Shipping Addressee
29
(Order Summary) Order Date:
Date the order was placed
30
(Order Summary) Pricing Breakdown:
Overview of what was purchased
31
(Order Summary) Seller:
Who placed the order
32
(Order Summary) Delivery Note:
Relevant information for Delivery or Servicing Team
33
(Items) Product Name:
Member-facing item name. Don't click the hyperlink.
34
(Items) Product Option Slug/SKU:
Number ending a SKU indicates size (Example: pl-sh-b-36 is a size 36 cycling shoe)
35
(Items) Pick-up Quantity:
How many items were picked up in a showroom
36
(Items) Shipped Quantity:
How many items were shipped from a warehouse
37
(Items) Total Quantity:
How many items were ordered in total
38
(Items) Return Quantity:
How many items were returned
39
(Items) Net Quantity:
How many items a Member currently has
40
(Items) Subtotal:
Sum of all products/services ordered before tax and shipping costs applied
41
(Items) Is Referral:
If a referral code was used, it will be displayed next to the Bike/Tread on the items list
42
(Items) Refund Referral:
If items were refunded to honor a referral code that was retroactively applied
43
(Warranties) 1-year standard manufacturer's warranty:
Covers part replacements and service visits
44
(Warranties) 24 month extended warranty:
1-year, standard warranty manufacturer's + 12 additional months
45
(Warranties) 39 month extended warranty:
1-year, standard manufacturer's warranty + 27 additional months
46
(Warranties) 3-year standard commercial warranty:
Covers part replacements and service visits
47
(Warranties) 5-year extended commercial warranty:
3-year, standard commercial warranty + 24 additional months
48
(Warranties) Equipment Covered:
Bike or Tread
49
(Warranties) Warranty Owner:
Member who purchased the warranty
50
(Warranties) Start Date:
Date of delivery
51
(Warranties) End Date:
Dependent on the warranty plan
52
(Warranties) Level of Service:
Consumer or commercial
53
(Warranties) Provider:
Standard warranties provided by Peloton and extended warranties provided by The Warranty Group, Inc. (TWG)
54
(Shipment) Cancel Shipment:
Learn more by reviewing the Full and Partial Order Cancellation lesson
55
(Shipment) Date of Creation:
When the order was placed
56
(Shipment) Order ID:
Confirmation code
57
(Shipment) Shipment ID:
Shipment details
58
(Shipment) Shipping Partner:
Delivery Team to handle the order (Field Ops, XPO, Select Express, or JB Hunt)
59
(Shipment) Partner Link:
Hyperlink to the shipping partner's system
60
(Shipment) Email:
Member email address
61
(Shipment) Phone:
Member phone number
62
(Shipment) Price:
Cost of shipment for the entire order
63
(Shipment) Submission Status:
If order was submitted to the Delivery Team
64
(Shipment) Delivery Status:
Receipt of products after purchase
65
(Shipment) Post-Purchase Link:
Delivery/service self-scheduler
66
(Device Subscriptions Created) Subscription ID:
To access the subscription details page
67
(Device Subscriptions Created) Name:
The Member-facing subscription name
68
(Device Subscriptions Created) Subscription Owner:
Member responsible for payments; select to access the Member profile
69
(Device Subscriptions Created) Status:
Active, Unused, Inactive - Delinquent, Active - Grace Period, Scheduled for pause, Canceled, Paused, Inactive - No Payment Found, or Scheduled for Cancellation. See the Introduction to CMS: Member Profile eLearning Course for an in-depth look at these.
70
(Device Subscriptions Created) Device Name:
Equipment name chosen by the Member
71
(Device Subscriptions Created) Subscription Type:
Consumer or commercial
72
(Device Subscriptions Created) Activation Key:
Six-character pin number to activate a subscription
73
(RMA) RMA ID:
RMA details
74
(RMA) Creation Date:
Date the refund or return was initiated
75
(RMA) Status:
State of the refund (Pending Approval, Cancelled, or Completed)
76
(RMA) Created By:
Email address of the agent that created the RMA
77
(RMA) Tracking Number for Inbound Shipment:
Return label tracking number
78
(Coupon) Coupon Name:
Program from which the code came
79
(Coupon) Coupon Code:
Random characters entered for the discount
80
(Coupon) Coupon Class:
Will always say 'product'
81
(Coupon) Coupon Subroutine:
Whether the discount code is a fixed amount off or a percentage off
82
(Coupon) Coupon Value:
Amount deducted from the total
83
(Payments) Billing Partner:
Payment method of credit card (Stripe) or financing (Affirm/Klarna). If financed, Adyen may also be noted.
84
(Payments) Payment Amount:
Amount refunded subtracted from original payment
85
(Payments) Total Paid:
Original total cost of the order
86
(Payments) Total Refunded:
Overall amount redistributed to the Member or financing partner
87
(Payments) Payment Status:
If the order was paid, invoiced, or a payment error
88
If a Member has multiple orders, searching by email address or phone number will result in
an order list.
89
You can find the following information in the order list:
Order Status: Most updated order state
Confirmation Code: First 8 characters of the Order ID. Confirmation code is also referred to as "Order Number"
Date/Time: When the order was placed
Customer Email: Email address of the person who placed the order (this may be different from the shipping email address)
Customer Name: Name of the person that placed the order (this may be different from the shipping addressee)
Payment Status: Whether the order is paid, unpaid, or partially refunded
Order Total: Overall price paid
Total Refunded: Overall price refunded
Awaiting Shipment: Shipment status of an order
90
After clicking a confirmation code or searching by an order number, agents can review the
Order Summary.
91
The Order Summary is located below
the search field on an order.
92
Agents can find the following information in the Order Summary:
```
Order Status
Confirmation Code
Store
Member's Name
Member's Email
Order Date
Pricing Breakdown
Seller
Delivery Note
```
93
Agents can review the Order Summary after clicking on
a confirmation code or searching by an order number.
94
Directly under the Delivery Note, there are
three checkboxes:
Special Order: A support order was placed
Exchange Order: An even exchange was completed
Tax-Exempt: Box will not be checked; tax exemptions are applied retroactively
95
The Shipping Info can be found
to the right of the Order Summary.
96
Agents can find the following information under the Shipping Info:
```
Shipping Addressee
Shipping Street 1
Shipping Street 2
Shipping City
Shipping State
Shipping Postal Code
Shipping Country
Shipping Phone Number (used for correspondence by Delivery Teams)
Shipping Email (used for correspondence by Delivery Teams)
```
97
Once a shipment has been submitted, the shipping info can
no longer be updated in CMS and must be handled by the respective delivery team.
98
The Referring User section can be found directly under the
Created Related Order section.
99
The Referring User section links the
Order Summary of the existing Member, who encouraged the new Member's purchase.
100
The Items section can be found directly below the
Notes section.
101
In the Items section, agents will find
an itemized list of the order.
102
The Items section list will contain:
```
Product Name - Do not click the product name hyperlink.
Product Option Slug/SKU
Pick-up Quantity
Shipped Quantity
Total Quantity
Return Quantity
Net Quantity
Subtotal
Is Referral
Refund Referral
```
103
The Warranties Created section can be found
directly below the Items section.
104
In the Warranties Created section, agents will find
any relevant warranty information, including:
```
Order Number
Equipment Covered
Warranty Owner
Start Date
End Date
Level of Service
Provider
Status
```
105
An All-Access Membership is used on
a Bike or Tread
106
An All-Access Membership can be used across
one Bike and one Tread but not used across two of the same types of equipment, simultaneously.
107
The Device Subscriptions Created section can be found directly
below the Warranties Created section.
108
In The Device Subscriptions Created section, agents will find the following information:
```
Subscription ID
Name
Subscription Owner
Status
Device Name
Subscription Type
Activation Key
```
109
The Shipment section is located
below subscription information.
110
In The Shipment section, agents will find any shipment details, including:
```
Cancel Shipment
Date of Creation
Order ID
Shipment ID
Shipping Partner
Partner Link
Email
Phone
Price
Submission Status
Delivery Status
Post-Purchase Link
```
111
The RMAs section is below
the Shipments section.
112
In The RMAs section, agents will find information regarding:
```
RMA ID
Creation Date
Status
Created By
Tracking Number for Inbound Shipment
```
113
Discount codes may be applied to
any equipment order.
114
If a discount code was used, it will appear in
the Coupon Details section (below the RMAs section).
115
In the Coupon Details section, agents will find the following information:
```
Coupon Name
Coupon Code
Coupon Class
Coupon Subroutine
Coupon Value
```
116
The Order History section can be found
below the Coupon Details.
117
In The Order History section, agents can find the following information:
Refund notifications
Order status changes
Shipment submissions
118
The Payments section of CMS is below
the Order History section.
119
In The Payments section of CMS, agents can find information regarding
payment methods.
120
The relevant subheadings of the Payments sections are as follows:
```
Billing Partner
Payment Amount
Total Paid
Total Refunded
Payment Status
```
121
The Transaction History section can be found
Below the Payments section,
122
The Transaction History section shows
a timeline of money exchanges between Peloton and the Member.
123
In the Transaction History Section, the following subheadings are relevant for Member Support agents:
```
Transaction Time
Subtotal
Tax Amount
Total Paid
Billing Partner
```
124
The Related Orders section links
any support or regular order to the Member's original order.
125
In the Related Orders section, Agents will find information about the orders, including:
```
Order Date
Confirmation Code
Member Name
Member Email
Payment Status
Pre-tax Total
Total Paid with Tax
Total Refunded with Tax
Net Paid
Awaiting Shipment
Notes
Remove option
```
126
If an even exchange is initiated, the information will be displayed in
the Exchanges section.
127
Agents can access the replacement order for an exchange by
clicking on the "Generated ID" hyperlink in Exchanges section.
128
The Risk Profile section displays a thread of
any fraudulent activity on an order.
129
The Risk Profile section is used by
LEADERSHIP ONLY!
130
In regards to the Pre-Orders Created section, we are not currently
offering pre-orders.
131
While the subscription details page is accessible from the E-Comm tab, the contents of this page are more relevant to
the Member Profile tab's functions.
132
Agents can access an order's Shipment Details by clicking on
the Shipment ID in the Shipments section.
133
The key features on Shipment Details page are the
"Retrieve Shipment Status" and "Cancel Shipment" buttons.
134
All small parcel orders will be shipped through
FedEx or USPS/Australia Post (AU).
135
Some instances in which agents will encounter small parcel orders include:
```
Replacement part orders
Regular accessory orders
Support accessory orders
Accessory exchanges
Bike or Tread packages when outside of Field Ops territory
```
136
The Retrieve Shipment Status button reveals the
shipment's status, tracking number, estimated delivery date, and actual delivery date when pushed.
137
After selecting 'Retrieve shipment status', agents can
track the order through USPS or FedEx.
138
The Cancel Shipment button is only functional before
an order has been submitted to its respective warehouse.
139
Once the warehouse begins processing a shipment,
the shipment cannot be canceled.
140
For the most accurate time window, orders should be canceled through
Shipwire.
141
The Cancel Shipment feature should only be used
immediately after an order is placed.
142
While a synopsis of any return or refund can be viewed in the RMAs section, a more detailed overview is available by
clicking the RMA ID hyperlink.
143
The RMA Summary displays
an overview of a return or refund.
```
Status
RMA Reason
Shipping Partner
Tracking Number
"Open Label" button (if applicable)
Zendesk Ticket Number
Note: For appropriate tracking, it is important to include the Zendesk ticket number especially for refunds.
```
144
The User Info section displays
the Member Profile information.
Member Name
Username
User Email
User ID
145
The Items to return sections displays
a list of the items being shipped back or delivered to Peloton.
Items Purchased
SKU
Receipt Date
146
The refund will not be automatically processed if
all items are not received.
147
All items to be refunded will be displayed in
the Refund Items section.
Item to Refund
SKU
Amount Paid
Amount to Refund
148
In an uneven exchange, any amount charged will be shown in
the Return Items section.
Item
SKU
Amount to Pay
Amount from refund
149
The Refund Payments section is a mirror to the
Payment section on the Order Summary page.
```
Label
Billing Partner
Billing Partner ID
Total Paid
Total Refunded
Amount to Refund
```
150
The Originating Order and Replacement sections display the
exact information as the Order List.
```
Order Status
Confirmation Code
Date and Time
Member Name
Member Email
Payment Status
Order Total
Total Refunded
Shipment Status
```
151
For Bike and Tread Returns, Members have
30 days from their delivery date to return their Bike or Tread.
152
If they still wish to return it after an applicable winback attempt, the agent should
confirm the return eligibility based on the original delivery date.
153
What are the four steps to Finding a Member delivery date:
Search for the original order in the Zendesk CMS app.
Scroll down to the shipments section, and click on the partner link.
After being redirected to the appropriate delivery site, confirm if the Member qualifies for a return based on their original delivery date.
If eligible, follow the Home Trial Return Process or 30-Day Home Trial Program steps.
154
If a Member's Bike or Tread return was not a 30-Day Home Trial order,
provide a link to our return policy and confirm they've accepted the terms.
Once accepted, initiate the RMA process and select Return, Exchange, or Cancel & Refund for every item except the shipping fee.
155
What are the 12 steps of the RMA process?
1. Click "Create RMA/Refund" on the CMS order.
2. Click "Cancel & Refund" or "Return" for the products being returned.
3. Click "Continue to Specify Refund Amounts".
4. The refund amounts will automatically populate.
If not for a 30-Day Home Trial, change the "Amount to Refund" for the Bike/Tread to $1995.00
5. The items being returned will also automatically populate based on the items selected on the "Select Items To Be Adjusted" screen.
6. Click "Continue to Specify Payment".
If not a 30-Day Home Trial order, click "Add Product" to add the appropriate return fee:
Bike Restocking Fee
Tread Restocking Fee
7. Verify the "Amount to Refund" total is correct in the "Refund Items" section.
8a. Agents will not generate a shipping label for Field Ops returns since the accessories will be picked up with the Bike or Tread.
If applicable, select the "This return does not include a UPS or FedEx package" checkbox.
8b. Agents will generate a shipping label for XPO and J.B. Hunt returns for the Member to mail back their accessories.
Click "Create Shipping Label".
9. Click "Open Label", and save it to your desktop.
Don't forget to send the return label to the Member!
10. Select the reason for the return from the drop-down list.
11. Enter the Zendesk ticket number.
12. Click "Create RMA".
156
We do not refund shipping costs outside of
30-Day Home Trial returns.
157
Orders delivered to Alaska, Hawaii, and Puerto Rico are considered
remote.
158
Members with remote orders have how many days from their delivery date to return their Bike or Tread?
30 days
159
For Field Op’s Returns, inform the Member their refund will be applied back to the original form of payment when
the warehouse receives ALL of the items on the RMA. The order will not be partially refunded if all items are not received.
160
For XPO/JB Hunt Returns, inform the Member their refund will be applied back to the original form of payment when
the delivery team has picked up the Bike/Tread.
Any related accessories will need to have been picked up by the appropriate shipping partner, and the tracking number MUST show movement.
The refund will not process if all accessory items listed on the RMA are not shipped back to us.
161
If a Member contacts Support to check the status of their refund, check to see if
all items have a receipt date on the RMA.
162
If any items are missing from a return because the Member decided to keep them, you should
cancel the current RMA, and create a new “Refund Only” RMA. Only the items received should be returned.
163
For Partial Order Returns, be careful not to
manually approve the refund on the original RMA instead of creating a new “Refund Only” RMA.
164
Any manual RMA refunds over the current threshold of
($350) require leadership approval.
165
For Partial Order Returns, if the original RMA refund is manually approved instead of creating a new "Refund Only" RMA,
ALL of the items on the original RMA will be refunded. For this reason, any partial order returns must be canceled and resubmitted as a "Refund Only" RMA.
166
E-Comm Tab Actions
```
The Send Order Confirmation Button
The Notes Section
Refunds, Exchanges, and Cancellation
The Exchange Accessories Button
The Create RMA Button
The Cancel Order Button
Create Related Orders
Support Orders
Creating a Subscription
Regular Order
```
