Wayfair CS Training Guide

Guidelines of when to Charge or Not:

Damage in transit - Charge Wayfair

Lost shipment - Charge Wayfair

Mis-ship – No charge

Missing box - Investigate to see who is at fault, if can not determine - No Charge

Missing hardware or cushion - No Charge

Defective/Doesn't work - No Charge

Out of warranty - Courtesy. This needs approval by the account manager.

**When charging Wayfair you’ll delete the Warranty Discount of -100% and use the EDI Original Unit Price from the original SO. Also add a note in the case saying we are charging and the amount.

________________________________________________________________________________

Shipping LTL from Fresno:

Carrier: Wayfair Dedicated : KKW Trucking  

Ship to address:

Wayfair - Lathrop

5120 Glacier St

Lathrop CA 95330

Shipping LTL from GA:

Carrier: Wayfair Dedicated : Ryder Dedicated

Ship to address:

Wayfair - McDonough

130 Distribution Drive

McDonough GA 30252

**These are already saved in the addresses so you just have to start typing in the street address and click on the address in the drop down.

If you need to look up an sku on Wayfair’s website you click:

Products à Product Management à Paste the sku in the search box à Click item or set you are looking for à Under Listings (on the right) you can click to view the listing online

**Reminder for Wayfair tickets

Pay attention to the ticket categories. Only focus on Customer Facing and Product ones.