Resolution Services Overview By Jim Reciniello Resolution Services (RS) April 2006

What is Resolution Services (RS)? A department that concentrates on resolving specific customer disputes. A department that concentrates on resolving specific customer disputes. Receives inquiries mainly by mail and disputes generated by a customers phone call to a customer service representative. Receives inquiries mainly by mail and disputes generated by a customers phone call to a customer service representative. Production and quality based with performance zones (PZ) and quality reviews (QIIC). Production and quality based with performance zones (PZ) and quality reviews (QIIC).

Areas of Tampa Resolution Services Credit bureau issues Credit bureau issues JCP Corporate Affairs JCP Corporate Affairs Store chargeback's Store chargeback's Report analysis Report analysis New Applications Processing/Credit Insurance Enrollment New Applications Processing/Credit Insurance Enrollment Store/Catalog/Disputes ( JCPenney only) Store/Catalog/Disputes ( JCPenney only) MasterCard transactions handled differently MasterCard transactions handled differently

Dispute Process Direct contact liaison is ed with specifics of account and dispute. Direct contact liaison is ed with specifics of account and dispute. Store has 30 days to respond to inquiry. Store has 30 days to respond to inquiry. If the store does not respond, a charge back (chgbk) case is initiated. If the store does not respond, a charge back (chgbk) case is initiated. The charge back specialist has ten days in which to apply credit to the account. The charge back specialist has ten days in which to apply credit to the account.

Special Notes: Day, Date. Time, Year, Shell ID (FIP) and note afterwards Look Here

Dispute s Selec t Disputed Purchase

Used for Catalog, Custom Decorating or Furniture only Item was not charged properly upon purchase Place full amount of purchase in dispute and notate below how much credit the customer wanted. Something on the bill they do not recognize

Add specific notes with any dispute reasons in this area before submitting. Previously selected disputed item displayed All questions must be checked

“Previous Requests” either related or not “Add Priority Notes” as needed “End Call” will either trigger a new case or will add notes to an existing case Closed or Pending

Need credit receipt unless the customer never received, handwritten receipts are only usable as a last resort. Need credit receipt unless the customer never received, handwritten receipts are only usable as a last resort. Visualization of receipts and how they utilize credits with “end of returned items”. Visualization of receipts and how they utilize credits with “end of returned items”. Verify if return was made to PLCC or another account. Bottom of receipt (Visa, MasterCard, Amex..Etc.). Verify if return was made to PLCC or another account. Bottom of receipt (Visa, MasterCard, Amex..Etc.).

Everything above the line is a credit, below charge. Total (TTL) is at the bottom. Summary CR CR DB DB TAX TOT Store Receipt Sample

Returns for Catalog/Custom Orders Catalog and custom decorating will make every effort to replace and not credit. Catalog and custom decorating will make every effort to replace and not credit. Ask if customer wants replacement or cancel. Ask if customer wants replacement or cancel. Once item is ordered, account will bill when the order was placed. Once item is ordered, account will bill when the order was placed. Time frame for orders is about a week. Special order can take several weeks. Custom decorating can take up to sixty days. Time frame for orders is about a week. Special order can take several weeks. Custom decorating can take up to sixty days.

Return Not Posted-Fact Finding Questions Do you have a copy of the “credit” receipt? Do you have a copy of the “credit” receipt? Was the item returned in person? Was the item returned in person? Was the item returned by mail? Was the item returned by mail? If sent back, when? If sent back, when? Was the item refused when shipped and if so, the reason? Was the item refused when shipped and if so, the reason? Was a portion of the full order returned, damaged or incorrect? Was a portion of the full order returned, damaged or incorrect?

Ticket must be ordered first to view signature. Store has 35 days to respond otherwise they will be charged back for the amount and the customer will be credited. Ticket must be ordered first to view signature. Store has 35 days to respond otherwise they will be charged back for the amount and the customer will be credited. If the store does respond with the receipt, customer will receive a copy of the ticket to review and send back. If the store does respond with the receipt, customer will receive a copy of the ticket to review and send back. If they still dispute, the customer must provide identification. Once received, we will can contact the store for an adjustment. If they still dispute, the customer must provide identification. Once received, we will can contact the store for an adjustment. If the card was used (swiped) it will be considered fraud and forwarded accordingly. If the card was used (swiped) it will be considered fraud and forwarded accordingly.

Not My Sale-Fact Finding Questions Does customer remember shopping that day? Does customer remember shopping that day? Did they give card to a family member to use? Did they give card to a family member to use? Has the customer ever shopped in that store? Has the customer ever shopped in that store? Verify if customer is disputing the charge or simply wanting copy of detail tape? Verify if customer is disputing the charge or simply wanting copy of detail tape?

Custom Decorating  Deposits charged immediately.  Damaged merchandise, no credits applied until corrected.  If possible, if was damaged or incorrect place amount in dispute and notate specifically.  In WS place full purchase amount in dispute to ensure complete removal and identify specific amount needed for review.

Custom Decorating- continued  Full amounts are billed once item is shipped.  Customer signs contract with custom orders and should be aware of the billing process.  Custom orders can take up to two months to receive.

Catalog  Shipping charges are not refundable unless wrong item was shipped or was damaged.  For example: customer ordered an x-large piece of clothing and received a medium. Customer ordered red and received gray.  Use your judgment on shipping charges less than twenty dollars and concession if applicable.

Reasons for NOT Refunding Shipping Credit  Did not fit either through the front door if furniture or apparel customer wasn’t aware of size.  Example, “color of item was different than what the picture looked like….”  …”I thought it looked green in the catalog and when I received it was actually blue ”.  Use your own judgment on these types of inquiries.

Furniture If item does not fit through the front door, shipping is non-refundable. Only wrong item sent or damaged merchandise is eligible for credit. If item does not fit through the front door, shipping is non-refundable. Only wrong item sent or damaged merchandise is eligible for credit. Items are billed when shipped to customer unless special order or factory merchandise. Items are billed when shipped to customer unless special order or factory merchandise. Larger items or custom made merchandise will be billed when ordered. Special orders are non- refundable unless the customer cancels within 72 hours of placing. Larger items or custom made merchandise will be billed when ordered. Special orders are non- refundable unless the customer cancels within 72 hours of placing.

Specific Information In all cases, make effort to provide specific reasons for the dispute. In all cases, make effort to provide specific reasons for the dispute. The system adds: amount and date. You must provide specific reason information. The system adds: amount and date. You must provide specific reason information. Add notes in bottom of dispute workflow screen that are pertinent to resolving the case. Add notes in bottom of dispute workflow screen that are pertinent to resolving the case.

Cross Marketing Insurance, Plan Plus, Hotline and Magazines Direct are the most common. Insurance, Plan Plus, Hotline and Magazines Direct are the most common. All are submitted to either Stonebridge Insurance or Aegon direct marketing. All are submitted to either Stonebridge Insurance or Aegon direct marketing.Stonebridge Insurance or Aegon direct marketingStonebridge Insurance or Aegon direct marketing Items are faxed in spreadsheets to specific contacts and monitored by the RS specialist for credit. Items are faxed in spreadsheets to specific contacts and monitored by the RS specialist for credit. Encourage customers to contact themselves first before opening a “cross sell” case. Encourage customers to contact themselves first before opening a “cross sell” case.

Cross Marketing- continued Credits can take as long as two billing cycles to appear on accounts. Credits can take as long as two billing cycles to appear on accounts. In some cases the customer is NOT due a credit, though they may not be aware of this fact. In some cases the customer is NOT due a credit, though they may not be aware of this fact. If credit is not provided, a letter advising the customer to contact the provider directly is forwarded to the customer. If credit is not provided, a letter advising the customer to contact the provider directly is forwarded to the customer.

Information Assistance Access “genius” and search for “common abbreviations” guide. Access “genius” and search for “common abbreviations” guide.genius Utilize common “demos” in “genius” for basic processes. Utilize common “demos” in “genius” for basic processes.genius Access “ JCP Topic Updates” in “genius” sorted by date. Access “ JCP Topic Updates” in “genius” sorted by date.genius View “The Source” daily for any news and updates. View “The Source” daily for any news and updates.The SourceThe Source View common abbreviations to save time space when notating. View common abbreviations to save time space when notating.

Additional Questions Filter any specific questions to RS and we will be happy to answer. You can always forward to your manager. Filter any specific questions to RS and we will be happy to answer. You can always forward to your manager. Be aware of any specific changes or issues in either genius or the source. Be aware of any specific changes or issues in either genius or the source. Empower yourself to make the decision if you feel that a customer has not been treated fairly. Empower yourself to make the decision if you feel that a customer has not been treated fairly.

To Access this presentation My Computer My Computer Group Data (Folder) Group Data (Folder) Public Folder Public Folder Document called “RSNH new hire specific present ” Document called “RSNH new hire specific present ”