Phone Dispositions

Question 1

Can I update my account? Can I cancel my account?

Answer 1

Account Maintenance - Account Update

Question 2

Why can’t I order (X)?

Answer 2

Account Maintenance - Brand Agreements/Restriction Inquiry

Question 3

How do I submit my credentials? What is the status of my credentials? What is a valid credential?

Answer 3

Account Maintenance - Credentialing

Question 4

Can I create an account? Can you help me set up my account?

Answer 4

Account Maintenance- Account Setup

Question 5

Can I make a payment? Can you help me with a question about my bill?

Answer 5

Accounting Inquiry - Billing/Payment

Question 6

Can you send me a copy of my invoice?

Answer 6

Accounting Inquiry - Statement/Invoice Request

Question 7

Why am I being charged tax? I have a question about sales tax. How do I become tax exempt?

Answer 7

Accounting Inquiry - Sales Tax

Question 8

I placed an order today and it shows I was charged twice. Can you tell me why?

Answer 8

Accounting Inquiry - Duplicate Charge WV

Question 9

Can I cancel my backorder? What do I have on Backorder?

Answer 9

Backorder Inquiry

Question 10

Call came through with no audio. Caller disconnected while routing.

Answer 10

Call Issue - Disconnection

Question 11

Supervisors/Managers/etc. use this when a call is escalated to them.

Answer 11

Call Issue - Escalation

Question 12

Can I speak with X? Use this when transferring to a Supervisor.

Answer 12

Call Issue - Transfer

Question 13

Can I have the number for X?

Answer 13

Contact Info Request

Question 14

How is Emerson taking precautions? What affect is this having on my account/items/orders?

Answer 14

Coronavirus Inquiries

Question 15

Feedback from the customer.

Answer 15

Customer Feedback

Question 16

Any question pertaining to Fullscript.

Answer 16

Dispensary - FullScript Question

Question 17

Can I get a copy of the catalog? Can I order samples? Can I ask about the trade show?

Answer 17

Marketing Inquiry (Samples/Catalog/Unsubscribe)

Question 18

Can I schedule an appointment with/submit a question to the Medical Educations Team?

Answer 18

Med Ed/ Ask the Doc

Question 19

Placing an order.

Answer 19

New Order

Question 20

Did you receive my order submission? Can I add to the order I just submitted? Can I cancel my order?

Answer 20

Order/Shipment Status - Confirm/Change/Cancel Order

Question 21

Can you help locate my shipment?

Answer 21

Order/Shipment Status - Shipment Status/Tracking Request

Question 22

What are your shipping rates? How long would it take for me to receive a shipment?

Answer 22

Order/Shipment Status - Shipping Process/Cost Inquiry

Question 23

Use when reaching out to a brand or courier.

Answer 23

Outbound - Brand/Courier

Question 24

Use when calling a customer back.

Answer 24

Outbound - Customer Follow Up

Question 25

Does product X have this ingredient? How many milligrams of X?

Answer 25

Product Detail - Ingredients

Question 26

Any question pertaining to price

Answer 26

Product Detail - Price Check/Discount/Price Match

Question 27

Do you carry product/brand X? Can I request you carry product/supplier X?

Answer 27

Product Detail - Product Inquiry/Do You Carry?

Question 28

Can you help me find X? I am having trouble searching for x.

Answer 28

Product Detail - Search Assistance

Question 29

Do you have X in stock currently? How many of X do you have available?

Answer 29

Product Detail - Stock Status

Question 30

The cold pack with my probiotics was warm. Is this item ok to use?

Answer 30

Product Detail- Heat Sensitive Inquiry

Question 31

I am reporting an adverse/serious adverse event. I have a quality concern with a product. I am responding to a recall notice.

Answer 31

Returns - AE/SAE/QI/Recall

Question 32

My entire shipment is missing.

Answer 32

Returns - Billed Not Shipped

Question 33

I need to return extra product I don't want.

Answer 33

Returns - Customer Didn’t Want

Question 34

Part of my order was entered wrong. (Result of a CS error)

Answer 34

Returns - Customer Support Error

Question 35

Part of my order is damaged.

Answer 35

Returns - Damaged

Question 36

Part of my order is missing or wrong. (Result of a DC error - this includes Expired items)

Answer 36

Returns - Missing/Picked in Error

Question 37

I was overcharged and need a credit. A discount was not applied to my order. I was charged tax incorrectly.

Answer 37

Returns - Pricing/Coupon/Tax

Question 38

Can you tell me your return policy? I have an issue with the ERL or Call Tag you provided. Can you tell me the status of my return?

Answer 38

Returns - Return Status/Policy (No Return Processed)

Question 39

My order was delayed. UPS lost or damaged my products.

Answer 39

Returns - Shipping Issue

Question 40

Can you tell me why my order did not go through? I got an email that my order was not processed. Can you help me?

Answer 40

Unprocessed Order

Question 41

Login issues where the customer is getting a blue "spinning" wheel.

Answer 41

Website Inquiry - Login (Blue Latency Wheel)

Question 42

Login issues where the customer is getting a message that the email/pw failed.

Answer 42

Website Inquiry - Login (Login Failed email/pw combo)

Question 43

Can you reset my password? I can't login to your website.

Answer 43

Website Inquiry - Login Assistance

Question 44

Can you help me find information on your site? I am experiencing a technical issue on your site.

Answer 44

Website Inquiry - Web Navigation/Issue