| A | B |
|---|
| AD LOCALLY DISTRIBUTED | AD not received in their Local newspaper or in the ad bundle |
| CONFUSING AD | -does not understand front store coupon incentives or the math shown in ad |
| COUPON/SHOP PASS | -Coupons not available that are shown in the ad. |
| EVENT | A comment, complaint, suggestion or compliment about the Gas card, Gift Card or Free Promo Item Promotion. |
| REWARD DID NOT PRINT | Did not receive their ExtraBucks from an offer that is advertised in the weekly |
| EC MAILING LISTS | Opt Out of receiving EC mailings |
| MAIL WEEKLY AD to Home | Stop receiving the weekly ad Wants to receive the weekly ad |
| ADJUST BALANCE | Adjustment made to FS/Beauty Club. |
| COUPON/REWARD | -wants coupon Reset |
| CARD ACCOUNT | Member wants to consolidate their accounts and we transfer balances or duplicate spending |
| DEACTIVATE CARD | Customer is permanently removed as a cardholder, does not want to be part of program |
| DIDN'T GET PHOTO DISCOUNT | Not giving 10% discount |
| FOUND KEYS | A CVS store, good samaritan or other business locations has found a set of keys. (Good Samaritan needs to return keys to local CVS store) |
| FSA REQUEST | Customer requested their FSA report by email/mail |
| FULFILLMENT PROD NOT RECEIVED | Complaint that qualifying purchase was made but did not get the free gift |
| HOT CARD ISSUE | Customer has a hot card HC -123 |
| OTHER | No other category applies |
| EXTRACARE PROGRAM | General program questions about the ExtraCare program, Beauty Club, Pharmacy Health Rewards, Quarterly ExtraBucks, Advantage for Diabetes |
| REWARD DID NOT PRINT | When a member did not receive or thinks they did not receive their ExtraBucks from an instore promotional purchase. |
| RX EB $ CAP | Reached Cap for the Pharmacy and Health Rewards Program. |
| SAVINGSTAR | SavingStar is a free eCoupon service that works on the web as well as iPhone and Android apps. Use for any compliments, complaints, or general questions about this program |
| STAFF NOT KNOWLEDGEABLE | Complaint that the staff did not give complete or gave inaccurate information. |
| ECHC OTHER | No other category applies |
| PBM CARD TRANSFER | Transferred existing ExtraCare balances to their ExtraCare Health card. |
| PBM DEACTIVATE CARD | Deceased Member |
| PBM DUPLICATE CARD REQUESTED | Member is requesting another set of ECHC card or NON PBM HAC card |
| PBM NO CVS IN MY AREA | ECHC card member, does not have a CVS in their area to use the card |
| PBM NOT GIVING DISCOUNT | Did not receive the 20% discount as expected |
| PROGRAM | Likes/Dislikes the ECHC |
| STAFF NOT KNOWLEDGEABLE | Staff not able to explain the program, benefits, not familiar with ECHC |
| PERSONAL INFO ADD | No personal info on account, had to add |
| PERSONAL INFO CHANGE | Any updates to the personal information on an account |
| COUPON CENTER | This code is to be used for any complaints about the machine iteself in-store coupon center which is also known as a price checker. |
| RECEIPT | receipt fading |
| DUPLICATE RECEIPT | Wants a duplicate receipt |
| CVS Advisory Panel | Customer did not recevie their reward for taking the online Advisory Panel survey |
| CPN ONLINE PRINT/ACCESS | couldn't attach eligible coupon to online order” |
| EC ON LINE ACCOUNT | Cannot access their account |
| ON LINE AD | Issues with the on line ad version |
| PHARMACY MANAGEMENT ACCOUNT | Contact about online prescription management account |
| SITE ISSUES | error messages |
| SEND TO CARD | not able to choose which coupon is redeemed if multiple coupons on account, etc... |
| STORE INFORMATION | Store does not appear in listing |
| REBATE FORM | Rebate form not visible or available on the site |
| CVS.COM MOBILE | Not able to scan Coupons from Phone |
| SAVINGSTAR | coupon not downloadging from savingstar |
| ALLERGY CALLS | Customer complaining/complimenting about automated calls to existing customers about availability of allergy refills/shots/therapies. |
| EC EMAIL SUBSCRIBE | Customer has requested to be opted IN to receiving email offers. |
| EC EMAIL UNSUBSCRIBE | Customer has requested to be opted out of receiving email offers. |
| HEALTH SCREENINGS | staff taking care of the screenings |
| ORDER READY CALL | Does not want the automated Order Ready Calls |
| ORDER READY TEXT | Customer wants to be opted out of or has a complaint/compliment about order ready text. |
| REFILL REMINDER TEXT | Automated phone call reminding customer's to refill a prescription on file with refills. |
| PCI | A live call from a pharmacist or pharmacy team member reminding customer to refill a prescription. |
| READY FILL | If the script has been in the waiting bin for 3 days it will trigger an automated Order Ready call to the customer |
| REFILL REMINDER | Does not like or want the automated Refill remider calls |
| REFILL REMINDER TEXT | Opt Out |
| STAFF | Any complaint/compliment about our call center staff |
| EMAIL | Any complaints about NOT being able to Email CVS ExtraCare or Store Comments |
| STAFF FS | compliment about a front store employee. |
| SWEEPSTAKES | Contact about the My Customer survey |
