Suggested AKB Articles to Favorite in Swoosh Desk

INSTRUCTIONS: Check out and favorite these top recommended AKB articles in Swoosh Desk! (

reminder: your

Favorites will not transfer from Staging

)

Articles are updated frequently – be sure to check the Huddle daily to see which articles

were updated.

Use the Table of Contents below to locate information, or use CTRL+F to find the article you need.

GENERAL

ARTICLE NAME KEYWORD USE CASE

AKB INDEX (US) AKB, Index

This landing page links to all AKB articles

for US support.

PURPOSES AND RESOLUTIONS (US)

Purpose,

Resolution

This article will help you select the correct

Purpose and Resolution (P/R) in a case.

SUGGESTED VERBIAGE LANDING PAGE Verbiage

This landing page links to all articles

containing the verbiage you should be using

while on the call with Nike consumers.

HUDDLE OVERVIEW Huddle

This article shows how to find Huddle posts

where Nike announces news, updates, and

other initiatives.

SWOOSH DESK ACCOUNT FLAG

OVERVIEW

Swoosh desk

account

Account flags are applied to Swoosh Desk

accounts by the EST, Payment Review

Teams, or automatically based on previous

courtesies.

HOW TO DOCUMENT PARENT CHILD

CASES

Parent, Child

If a consumer contacts us about an ongoing

issue – they’re likely checking the status of

a previous request or action – you need to

make sure you associate your new case

(child) with the original case (parent).

TRANSFER INFO AND GUIDELINES Transfer

This landing page contains links to articles

related to the transferring voice calls, cases,

and chats.

CALL FLOW BASICS Call flow

Follow these call flow basics to deliver

premium service throughout your

interactions.

Suggested AKB Articles to Favorite in Swoosh Desk

SUBJECT LINE REQUIREMENTS Subject

Please utilize these subject lines below in

the case details before closing a case.

Subject lines should be used for ALL

contacts applicable. This will help the team

work through cases more effectively.

GHOST CHAT GUIDELINES Ghost chat

Follow these guidelines before closing the

case if you were unable to communicate

with the consumer.

HOW TO BLOCK A CHAT CONSUMER Block

If you receive a chat from a consumer that

could be considered spam, harassment, or

abuse and/or cause excessive and

unnecessary work for Nike teams, then you

can request a block on their ability to chat

with us.

HOW TO HANDLE PRANKS, SWEARING,

INAPPROPRIATE QUESTIONS, OR

REPEAT CONTACTS

Pranks, Swearing,

Inappropriate

This article contains the steps you’ll follow

if a consumer attempts to conduct a prank,

swears, or asks inappropriate questions

while on a call.

DISCONNECTED CHAT GUIDELINES Disconnected, chat

You can consider a chat to be disconnected

if the consumer stops responding in the

middle of a chat, after they’ve sent more

than one message.

HOW TO TRANSFER A CHAT Transfer chat

This article covers the steps you’ll follow to

transfer a chat

WHAT IF YOU SEE SENSITIVE

INFORMATION IN A CHAT TRANSCRIPT

OR CASE NOTES?

Sensitive

If you see sensitive personal information in

case notes, transcripts, or attachments in

Swoosh Desk, escalate a case to an AC

PRODUCT INFORMATION

ARTICLE NAME KEYWORD USE CASE

HOW DO I FIND A PRODUCT FOR A

CONSUMER (HUNT IT DOWN)?

Hunt

If you can’t place the order in OMOBO,

consider these scenarios.

HOW TO ISSUE A COURTESY PROMO

CODE IN SWOOSH DESK AND OMOBO

Courtesy, Issue,

Issue Code,

Courtesy Code

Follow the steps in this article to send a

courtesy promo code.

WHAT IF A PRODUCT IS OUT OF

STOCK?

Out of Stock

This article contains links to follow if Nike

does not have the product the consumer

wants in OMOBO.

PRICE MATCH AND POST-PURCHASE

DISCOUNTS

Price match,

discounts

This article contains links to follow if price

matching, promo code matching, shipping

refunds, and changing the price of an item.

Suggested AKB Articles to Favorite in Swoosh Desk

RETURNS

ARTICLE NAME KEYWORD USE CASE

HOW TO PROCESS AND INSPECT A

RETURN | SALESFORCE

Inspect, Process

Return

Follow the steps in this article to process a

return to trigger a refund or exchange order,

or as the first step to create a reship.

WHAT IS NIKE'S RETURN POLICY? Return policy

This article contains all information on

Nike’s return policy.

ORDER RETURN SCENARIOS –

REFUND, EXCHANGE, CLAIM

Return scenario

This article contains information on returns,

refunds, exchanges, and claims, as well as

links to other AKB articles for specific

processes and information.

REFUND INFO AND GUIDELINES Refund guidelines

This landing page contains links to all

articles covering refunds for Nike.

WHAT IF A RETURN ISN'T PROCESSED

YET? (POD)

Return process

Follow the steps in this article if a return

hasn’t been processed yet before processing

the return manually.

RETURN - CREATE AND PROCESS

Create return,

Return, Return

process

This landing page contains links to all

articles covering returns for Nike.

EXCHANGES

ARTICLE NAME KEYWORD USE CASE

EXCHANGE INFO AND GUIDELINES Exchange Info

This landing page contains links to all

articles covering exchanges for Nike.

HOW TO CREATE A REGULAR

EXCHANGE?

Regular exchange

The Regular Exchange process creates an

exchange order, which doesn’t ship until

Nike receives the original order.

ORDER RETURN SCENARIOS –

REFUND, EXCHANGE, CLAIM

Exchange scenario

This article contains information on returns,

refunds, exchanges, and claims, as well as

links to other AKB articles for specific

processes and information.

CAN I MATCH A PROMO CODE ON AN

EXISTING ORDER?

Match promo

Use this article to match a promo code

offered on the site for consumers who

bought eligible items within the last 30

days.

WHAT ARE NIKE’S EXCHANGE

OPTIONS?

Exchange options

Follow the steps in this article when

processing an exchange for a consumer.

HOW DO I CREATE A

RETURN/REORDER EXCHANGE?

Reorder, return

reorder

This article covers the steps to follow when

processing returns and reorders, which are

two separate transactions.

Suggested AKB Articles to Favorite in Swoosh Desk

WISMO

ARTICLE NAME KEYWORD USE CASE

MISSING PACKAGE GUIDELINES

Fedex, Missing

package

Follow the steps in this article if the

consumer contacts Nike because they

haven’t received their order yet.

WHAT IF AN ITEM IS MISSING FROM

AN ORDER?

Missing item

Follow the steps in this article if the

consumer contacts Nike because an item is

missing from their order.

ORDER AND DELIVERY ERROR –

EMPOWERMENT GUIDELINES

Empowerment

Use this article to assist you in resolving an

incorrect delivery/order situation if the order

meets Nike’s requirements for this.

CANCEL/MODIFY

ARTICLE NAME KEYWORD USE CASE

CANCEL (AKA REMORSE) WINDOW Cancel window

This article covers the cancel window, aka

the “remorse” period, when a consumer can

cancel an order.

CANCEL ORDER GUIDELINES AND

INFO

Cancel guidelines,

cancel info

This landing page provides links to all AKB

articles that cover order cancellations.

PRICE MATCH AND POST-PURCHASE

DISCOUNTS

Price match

This landing page provides links to all AKB

articles that cover price matching and post-

purchase discounts.

WHAT IF AN ORDER IS CANCELED BY

FRAUD?

Fraud cancel

Use this article when a consumer’s order is

cancelled by fraud.

HOW TO CANCEL AN ORDER IN

SWOOSH DESK/OMOBO

How to cancel

Follow the steps in this article to cancel an

order within 30 minutes of it being placed.

WHAT IF NIKE CANCELS A LAUNCH

ORDER?

Launch order,

launch cancel

This article contains the verbiage you’ll use

If you come across an order that shows up

as Cancelled in OMOBO with BOT listed as

the reason in the comments, or if the order

is cancelled without any accompanying

notes.

WHAT IF AN ORDER IS CANCELED

BECAUSE THE PRODUCT IS OUT OF

STOCK?

Stock cancel, out

of stock cancel

This article will help you assist consumers

whose orders were canceled after it was

placed if Nike discovered the item was no

longer in stock.