General Updates!

• Macy’s SIS and Heritage Bluemercury stores can now accept Bluemercury returns and call us to process the refund, so any of the 500+ locations can handle an online return with our help! Verbiage on the site is being updated to reflect this change! 

 Returns & Replacements Update

Effective immediately:

• Do NOT send return labels from Shopify or UPS.

•  All (online) returns must be initiated through the Narvar return portal only.

• Damaged items:

•  Proceed with issuing a replacement—no return required.

•  You may request photos again if needed.

  Important:

•  PLEASE review the client’s account history for potential abuse.

•  If a client has 2+ claims of damaged returns, escalate to a supervisor.

• High-ticket items:

•  Clients should be encouraged to work with the vendor directly for resolution.

•  If they choose not to, they may proceed through the Narvar portal to return and reorder.

• Returns update

Our new return policy officially kicks in today!

Orders placed May 15th and onward = follow the 30-day return window

 Orders placed on or before May 14th = stick to the strict 90-day policy

If a return request is outside that 90-day mark, Please be firm and pushback — we want to be staying within policy!

Return's page has been flagged for this update and we should see that change shortly!

Why?

Our current return procedure is based on policies provided directly by the client, and while we don’t always set the rules, we do our best to support them effectively. Stores can still process returns independently when customers are okay with a no-receipt exchange and store credit—no need to involve the online team or wait for a confirmation email. However, if a refund is requested, it’s important that store teams clearly explain that it will be processed once the online team is available, and a confirmation will follow.

Though our hours may differ slightly from store hours(just an hour!), communication doesn’t stop when our phones do. Stores are able to email us with the return details so we can prioritize them when we’re back. The goal is to provide a smooth customer experience through flexibility, teamwork, and proactive communication. 

• Skin C promo!

 The SkinCeuticals promo kicks off today . It's a better deal in store and we are unable to extend this additional discount - customers can place a phone order if a store isn't local

In-store:15% off

Online: Loyalty-exclusive bundle at 12% off → Regenerative Duo

•  We are going to see some complaints and pushback regarding the SkinCeuticals promo. Please stand firm, due to a strict contract with SkinCeuticals, we’re unable to honor the promotion on prior purchases or match the in-store discount for online orders. We may have done this in the past as a courtesy but unable to extend this and must remain fair to all customers.

• This is the first time we’ve run a promo with this kind of difference between store and online, so it’s new for us, too. We totally understand customers wanting to get the best deal, so please encourage they reach out to their local store to complete the purchase. If they’re not near a location, we do provide free shipping!

• 2025 (Plat.) Birthday Rewards Update

  • From April to June 2025, we request your support for our Beauty Experts regarding redeeming a client’s Platinum Birthday Gift.

  • Context: From April to June 2025, Platinum members with a birthday in April, May, or June will be issued a Birthday reward of a $50 Beauty Card instead of a birthday reward to redeem an M-61 Serum (the eligible products for Platinum members for birthdays between Jan. - Mar. 2025).  

  • Should a Platinum member request -- Steps for store rep here

  • the reward is considered a BC (Gift card) meaning, the customer can use this on any item they choose. If they do choose the assigned platinum gift or any of the other assigned gifts, the store will just have to price override that item to meet the $50 value for the GC issued.

  • FYI: we’ve added a new digital exclusive offer to our Cart Abandonment email series, and it’s specifically for 10% off Prop. Here’s the disclaimer:

    • 10% off offer valid online only. Cannot be combined with other offers or used for prior purchases. Offer valid for a single use only. Offer valid on M-61 and Lune+Aster only.

Platinum Gift Inventory Update pt 2:

We are now out of pool stock for the Platinum Gift. 

We’ll be receiving a new shipment of Platinum Gifts in July. IF you are not able to receive replenishment from another store and out of inventory, please communicate to the Platinum member as follows:

1. Thank the Platinum member for shopping at Bluemercury and congratulate them on reaching this milestone!

2. While we are out of Gifts at the moment, assure them we will be receiving more in July! Let them know we will be reaching out via email when the gifts are available in store again.

• Physical Inventory is taking place at Maersk 

  • Orders will be delayed between 3/19 - 3/25 (orders will start to ship on 3/26)

  • 2-day shipping options will be removed from the site during this time (back up on site for 3/26)

  • Delayed messaging will be on the site informing customers of this.

  • all Drafts orders will be placed with ground during this time, unless Escalated 

  • Processing Returns will also be delayed! 

  • If any pushback is received, please do your best to relay the info on the site, apologize and offer to locate the item in the store if they truly cannot wait!

• FFIT Status Update  Please Read 

• All stores seem to be out of the Silver 2025 Birthday rewards as well as us. If we do not have stock, please offer the next tier up until further notice. Please do not send a store request for SILVER TEIR rewards. 

• We will have a shipping backlog starting 2/15 and it will continue to 2/21 due to President Day Promo volume. Please note you will see a 3-day delay in sales/processing and customers may reach out due to shipping delays

• Bluemercury Store GC's SOP HERE

• 
  

12/6/24 WH update:

4,068 orders were affected by a system error that caused their orders to land into the WH system lateer then they should of meaning stock issues + delays have impacted these orders more than typical. Alot of these orders are going to lead to stock issues & cancelations so they sent out an apology email that looks like this. The error occurred between Nov 30th - December 2nd. If a client calls in asking if the email they got was real YES it looks like the below. However we at this time do not know if their orders will ship or cancel depending on stock. They will have to wait for the cancellation emails/updates. Thank you!

WH UPDATE 

As mentioned before, the warehouse is delayed an addtional 3 business days. The packages are being loaded onto trucks (bigggg loads) which requires more time for the packages to be scanned by UPS. Please do your best to assure the customer that their order is on the way, even if there's no movement on the tracking. Please result to RTS and store locates as the LAST RESORT. Think of it like this, by the time we actually get the item to ship from a store or RTS, their package will be out for delivery! 

Team Announcement: Narvar Launch:

• We’re excited to announce that Narvar has launched! This new program streamlines our return process, making it easier for our customers (and us) to manage their returns.

• Teenie tiny minor glitch when customers attempt to complete returns directly from their profiles. Until we work our this out, please guide them to our Hyperlinked articles on online returns. From there, they can click the link to access the return form directly. https://bluemercury.com/apps/returns

• Let’s make sure we walk each customer through this process to avoid any frustration and provide them with the best support possible!

UPS Address Change Requests:

• When requesting an address change, please make sure you are only offering within the original state that was on the order. We cannot ship to another state. You can advise there are limitations on the changes we can make.    

• Ex, Customer ordered to ship to TX and wants to change to NJ - NO

• Ex. Customer ordered to shop to TX and wants to change to another address in TX - YES

Samples:

Bluemercury no longer has samples on the site for the foreseeable future - please note response for clients is 

• We are currently not offering samples online as we evaluate our sample program to offer you the best program in the future. Samples are currently still available in stores

Short Shipped / Mispicks:

No need to shout in slack - please flag to ER and add to the Mispick/Shortship tab

• Short ships are still nearly impossible unless this involves multiple quantities of the same item. Please continue to flag to ER for review and we will let you know if a draft can be requested.

• Mispicks are likely due to incorrectly labeled inventory from Stord during the transfer, and this can also occur with colored or variant products. Let's ask for photos! Please continue to flag all short shipments to ER so the team can perform inventory checks. If everything aligns, the customer did in fact receive the wrong item, Maersk will handle the replacement and provide tracking. Drafts are not needed for these cases.

WH Update: Mispicks, Missing Items, and Whose Order Did I Receive?! 

This is nearly impossible! Our team follows multiple checkpoints and inspections before any customer orders are packed. Each item in the customer's order is scanned and logged in our system. This process applies to customers receiving incorrect orders as well. The shipping labels are already attached during the packing process. If a customer claims they are missing items or received the wrong ones, shout and we will double check. If all items are scanned in, stand firm and push back. Let them know our system confirms all items were included. If they continue to disagree, inform they can open an investigation with the carrier to rule out any funny business and their orders being potentially tampered with. In these cases, customers will need to contact their bank for further assistance, as we will not issue refunds or replacements.

WH delay / NEWBLUE promotion 

Please do not send any status requests UNLESS it exceeds 5 business days. Maersk will be putting in overtime and will be shipping orders from Monday-Sunday (7 days) to keep up with the volume. There will be a 3 day backlog (delay). Verbiage has been added to the "Track my package" page as well.

🔑3 day backlog on ALL orders

🔑 Do not send a status update unless past 5 business days

🔑Check time line for fulfillment acceptance

🔑Check for "Workato Push Success" Tag on order (if not showing, may be stuck!)

 Cancelled order / cant Verify which promo was used? 

if an order is cancelled and the customer cannot provide which promo/code was used, please use the email confirmation in the timeline to verify. any questions, please ask!

Return Policy Reminder 

• Please make sure we are verifying the deliver date on orders

• If a return is past 90 days, we are advising the CS that credit will be issued via EGC.

• We should NOT be accepting returns more than 6 months from the delivery date, unless approval by sups/leads

GWP/samples:

When speaking to a client during a return, please drive clients to keep any samples or GWP they received with their order. These are not required to be returned and we should be reminding clients that they can keep. Any questions, please ask! 

GWP:

Summer Party GWP are all out! please apologize, remind clients they are while supplies last and we do not have any substitutions. Now that the promo is over, we will no longer be getting anymore in.

RTS: Hello everyone! Going forward please do not send anymore RTS requests to ER. Please add to the doc HERE. (new tab labeled RTS on the refund doc) This will ensure no requests are being missed and everyone has visibility if a client calls back on the RTS status. 

EX> if a cs calls back to cancel the RTS request, simply remove it off the doc and note the order!  

REMINDER: please fill in all columns needed, otherwise the RTS request cannot be done. 

MAERSK: Hiii everyone! as we have transitioned to a new warehouse, agents will not be gaining access as of right now. Unfortunately Maersk does not have a timeline visual of the order status like Stord did. Not to worry! Shopify is updated to reflect accurate stock as well as order info. We are experiencing a delay, due to promo! nothing out of the ordinary. Please make sure you use KWI as your main source for FFIT orders, if you are having trouble searching orders please refer to the KWI doc or let me know! Please do not use Stord anymore, as it no longer holds any order status or inventory for us!

Key factors >

• Bye bye Stord! Hello Maersk!

• Once out of backlog delay > orders ship same day if placed before 1pm!

• All inventory is updated within Shopify every 15 minutes

• Status will remain as simple as In process, Shipped or Cancelled

• KWI/CT will be your main sources for FFIT orders

June Extra BC:  (Email example HERE)

As part of a loyalty only targeted promo, we have given some Loyalty members a Beauty Card to use from 6/21 – 6/27. The amount of the Beauty Card is $10.

This current “Beauty Card” does not operate like our usual Beauty Cards where it is redeemed during Jan., April, July, and October. The goal of this targeted Beauty Card offer is to encourage clients who have not shopped with us at all this year to shop with the incentive of a $10 Beauty Card.

KWI Inventory access:

We are officially unstoppable, we have access view to stores inventory From your KWI account on the homepage click Tools (second to last option) -> NEW Style Locater. From this page you can search any sku for the customers and see exactly which store has the item available! Please make sure you are using your Store Directory or Store Locator on site with this as well! This means no more advising clients to the store, WGS to the rescue! 

Please keep in mind the the following store #'s are our warehouse and not physical locations,

172099 - Online (Our warehouse)

172600 - FFIT (Our Warehouse)

Samples Update:

• Free samples are currently disabled this morning as part of the warehouse transition. They should re-activated and shipping out of the new warehouse around 9am on Wednesday (5/15) if everything goes as planned.

• Should a client call complaining about no free-samples, please advise they are temporarily down as part of our warehouse conversion and we apologize for the inconvenience. We are happy to appease after Wednesday and can then sent a draft

Updates to Bluemercury Policies

• Photos will no longer be required for Mispicks, damaged items or Boxes of missing items.

• You will be required to intensely research all account details to ensure the policy is not being abused.

• Any abuse, should be flagged and brought up to sups/leads!

Leaving notes Page updated - HERE

Slack callouts - Include the meat! 

• • Who, what, when, why and where? 

E-Gift Cards

E-Gift cards are temporarily unavailable online and we are expecting to have an update from the team by tomorrow. Physical gift cards can still be purchased at the customers local store. This does not effect using a gift card as payment.

Store Birthday Treatments 

They are no longer being offered in ANY store locations. Please apologize and advise the treatments may be brought back in the future. Birthday rewards are still being offered. 

Client GWP cancelled off of order? 

Keep in mind, GWP are gifts sent after a certain amount of money is spent. We always want to handle these with care because the client of course spent the money to get the GWP. Always always always use White Glove Service to go above and beyond for the client especially in these situations  

• Offer comparable item within same brand line similar in price point

• Provide 15% discount code 

• Offer to have sent from a store if available   

Missed Rewards/Promos (in store)

 if a cs misses a reward or promo from instore purchase, the store will not be able to refund their transaction. Unfortunately, it would result in a return and repurchase. 

Rewards: Please offer to have the reward added back to their account or a GC loaded for instore use. 

Promos: You can offer to have a GC sent for the amount that would have been refunded. 

Store returns (closed location)

if a cs calls in asking to return an item from store purchase, but the store is closed. Please follow same procedure in requesting a return label. This will be returned to our warehouse and a refund will be processed. 

Samples:

Pick your own samples have been added back! Customers can now choose 2 samples only, with every order! 

Birthday Rewards:

We sent out our Feb birthday emails last Thursday, 2/1 and discovered that some March birthday members were also included in this email send + have the birthday gift available in their account.

Currently, we are working on sending an email to those March bday members impacted letting them know they will have until the end of March to redeem their gift + updating on site to extend the expiration date for these members from the end of Feb to end of March

Price Matching:

Bluemercury will price match from a manufactures stand point (Chantecaille, Diptyque, Dr. Barbara Sturm) We will not price match from 3rd party vendors such as, Sephora, Ulta or Macys

REFUND UPDATE :

When handling store returns please make sure that you are setting this return up on the order as well. This makes processing quick and seamless as well as you guys will have the refund total with tax include to provide back to the store/customer. Just remember to select "No label needed" when creating these! 

For the Birthday gift rewards:

The 2024 birthday rewards will be released in February, until then we are using the 2023 tier gifts! 

Donation requests:

I have created a new macro for any Donation requests. Please use this to respond to these types of request. You DO NOT have to email ER with the request. Any questions please let me know. The macro title is "Donation Requests"

Holiday Shipping Quotes > Shipping cut offs : Get It By December 24

Ground shipping order by December 14.

For 2-day shipping, order by December 19.

For priority shipping, when available, order by December 20

Gift Promo Updates >

 We have created the discount codes GiftAgain20, GiftAgain25, and GiftAgain30 to be used online only to extend the same qualifying discount to customers who forgot an item or such. These are set with the same exclusions and expire when the promotion ends. These codes can not just be handed out, we need to add the customers full information to these codes for these to be used. For quick and easy assistance when requesting to use these please provide us with customer name, email, qualifying purchase and date.

Stord Updates > 

• As we get closer and closer to the holidays you know it's inevitable to face delays :bandit: Stord is anticipating to face about a 9 business day delay due to the increase in volume for our Holiday Party. We are working with the client to get verbiage posted on the site asap but if you see something taking a little longer than normal to process that's all it is. Use the BTS and appeasement ladder to deescalate the situation. If the customer is in dire need use our Stores for support, we can coordinate to get this to the customer sooner!

• Stord had an issue with GWP Holiday Party Gift - Where 138 may be missing from orders. These have been resubmitted by Stord and can be found in the Stord System with the order number with a dash 1 at the end of it. Example: #1234-1. If you get any calls/emails regarding this missing GWP please check Stord first to provide them an update before submitting any type of draft request. Thank you!

Update on Locked Inventory  -  We received clarification that products MAY be replaced if the "ATP" is a positive number. Example : SKU 81430902597 shows ATP with only 4 locked meaning this item CAN be replaced. ATP meaning = Available to process. Now I am going to say use your judgement, if total on hand is 57 and ATP is 1 and locked is 56 chances are very slim that that 1 available to process will process without being cancelled so use those spidey senses!   If you have any questions on a product or are unsure please let us know. 

Promos -->

Reminder > cs's will not be able to stack promos, this includes the following,

• Birthday reward + promo

• Loyalty promo + Birthday reward

• Birthday reward + Platinum reward

• Platinum reward + promo

CS will receive an error message and will not be able to move forward with placing the order. Please explain to them our policy (no stacking). Advise they can redeem on a separate order or instore. if you get pushback,  we can offer to send out manually. 

Annual Platinum Gift -->

There have been some inquiries regarding stores not carrying both Platinum Gifts. Please apologize and offer to send out from the online store. I am waiting on confirmation with the stores stock soon, but for now, just send over a draft request for it to be sent, please include the store number in those requests for documentation.

Beauty Cards have now ended. We can honor -->

• Online: in the form of a refund

• Store: leave detailed notes on their account and we can load a GC

• Loyalty Points: can be added back to their account for the next redeem period on JAN 1st. 

Macys/Bloomingdales:

There is a Friends and Family promo happening from 10/5-10/11. Very similar to our F&F promo, except this is only for Macy's and Bloomingdale's. We will be taking calls from store reps (Macys/Bloomingdale's) on the Lune & Aster line. These calls will take priority for the time being, and can be answered as normal.

Email team: There will be a new box labeled "Bluemercury Employee Support", that will need to be checked on throughout the day.

Store Contact:

Starting October 1st we will start using a passcode when talking with stores for security purposes. If you call a store to load a gift card for a client, send a product, etc. You will use this verbiage: "Hello, my name is _____ I am calling from the online store - Passcode for October is Skincare and I am looking for assistance with...." Each month will be a new passcode and posted on the Blue Site for easy access. 

Gift Cards:

As of right now, Please do not refer a CS to call a store to place a order for a gift card. Store's cannot process an order for a GC via phone. The customer will have to go instore to physically purchase one. If they do not have a store near them, you can recommend to purchase a generic Gift card like Visa/Amex. 

Appeasements updates:

Sup approval not required >

• Refund Shipping Cost (Ground $7.00/Two-Day $10.00/ Overnight $20.00)

• 10% Refund - Delay in shipping, GWP being oos (only in escalations) 

• 15% Refund - Severely upset CS, order discrepancy (very escalated over wrong/missing/damaged order/products)  

Sup approval required >

• 20% or more Refund - Needs supervisor approval 

• Refunding full order

• Gift Cards

Refunds: as of right now, ALL refunds are not to be done by anyone. ALL refunds including discounts/promos, shipping, appeasements, missing items, damaged items should be added to the refund doc HERE. 

Verbiage: 

DO NOT SAY: "I cannot issue the refund/I will have my team issue the refund."

DO SAY: "The refund request has been submitted and you will receive an email confirmation within the next 24 business hours, so please keep a lookout for that." 

Store Calls: Please shout in the channel to have completed. Please include what is being returned and the store #.  As of 9/18 - Add to refund doc to have processed 

Weekend Team: Please add ALL refunds to the refund doc if any leads/sups are not available. (These will be processed first thing Monday morning)  

BB Redemption Period  is now over!  Please offer the following solutions for members wanting to redeem, 

1.  add the points for the missed BlueBonus to their account

2. If client does give pushback and wants to redeem immediately, please apologize and offer to refund the reward on their newest order placed. 

3. Platinum members only: can offer to create a code IF they are giving pushback about adding the points back/refunding. 

Store Calls: Going forward please flag to ER anytime we get a store call on the online regular number. Any questions, let me know! 

Please flag the following > 

Subject line: Blue Store #000 Call 

Store #  

Rep name 

time/date of call

Returns:

Return labels will no longer be in the box. Clients will call, chat or email us for a label.

Sending via Shopify: Please send this via Shopify and make sure the return address is listed as GA on Shopify. Confirm the items being returned and advise them they will just have to print and send it back. 

Online verbiage has changed and there is also a request form they can fill out on the website that will come to Gorgias, I am setting it up to go to it's own box and we will assign two people to check periodically throughout the day and send them asap- Check out the website and the new form! https://bluemercury.com/pages/shipping-returns-exchanges

Samples: 

Beginning 9/5 and remaining through fiscal 2023, we will no longer offer the option to choose your own samples upon checkout on Bluemercury.com. Now, all customers will receive 2 samples in their shipment (one vendor sample and one M-61 sample) but they will not be able to select those samples. The samples included in shipments will regularly rotate to ensure customers are able to sample new products and brands as they continue to shop with us.

We will be sure to adjust all mentions of 3 samples upon checkout on the site but please flag if you notice this text on the site after the change on 9/5 so we may get that corrected.