UPDATES
🗝️ er-bluemercury@blueacornici.com : all email inquires (returns, loyalty/rewards, account issues, claims, Store complaints / Store Compliments)
🗝️ csbluemercury@blueacornici.com : all Draft order requests (regular online orders, GMA and FFIT)
🗝️ bluestoreorderteam@blueacornici.com : All FFIT orders and Store inquiries (status, return labels, refunds, RTS, Store accommodations, Store receipts, Store appeasements)
Sending an email to ER is referring to submitting a formal request to (Expert Reps/SUPS)
asking for help with an action that can't be completed, accessed, or authorized by an assisting online agent.
Proper email etiquette should be kept to in all emails sent to ER.
🔑 Email Subject Line:
Brand (Blue) *Action (UPS Return Label) CS Order number (4001456) CS Name (Jill Scott)
*Action:
Your action in the subject line should be 1-3 words MAX to describe what the request is for. This should be short, sweet and to the point. It should be very clear on what you need, in order to help resolve the clients need.
🥩 For all Email requests: (Body of email)
Customer information:
Name
Phone number
Ship to address
Store information:
Store Location #
Store Name
Store Address
Purchase/Transaction #
Purchase Date/Time
Product Name and Quantity
Client provided Store Receipt or is the transaction in CT? (Yes or No)
Request:
Please include the MEAT. Here is where you should go into details regarding your request. (ex. what did the customer need, what are you requesting, what is the customer looking to be done?)
(Do not include in Email)
Client has more than one email address registered in our system, and is requesting for all to be combined into one primary account.
Required to include in Email
Client First and Last Name
Client Phone Number
Client Email Address #1
Client Email Address #2
Primary Email Address
(Separate by line for each email address)
(Do not include in Email)
Client applied a reward to an order that experienced an order issue (i.e. cancelled due to oos or cancelled by riskified) and can no longer use the reward after order was cancelled.
Client forgot or was unable to use a beauty card reward before its expiration date.
Client notified us of a missed reward they were unable to redeem during its redemption period.
Client's loyalty account did not received the appropriate amount of earned points after 72 business hours have passed purchase time.
Client applied a reward to an order that was returned by mail or to a store (i.e. cancelled due to oos or cancelled by riskified) and can no longer use the reward after order was cancelled.
Client lost an applied reward when returning to a store or by mail, when the reason for return was due to receiving the item as damaged, caused an allergic reaction, or malfunctioning.
Client's loyalty account did not receive the correct reward value/amount. (i.e. only $10 was earned instead of $20)
Required to include in Email
Client First and Last Name
Client Email Address
Client Phone Number
Total # of points to add:
Reason for adding points:
(Do not include in Email)
Client's account does not reflect the correct birthday month and is requesting it to be changed to the correct birthday month.
Required to include in Email
Client First and Last Name
Client Phone Number
Client Email Address
Incorrect Birthday Month:
Correct Birthday Month:
(Date and Year not necessary)
***Not applicable for online experience.
(Do not include in Email)
A client has notified us by email or in a call, of their negative experience that happened at a store location. They want management/leadership to be notified of the experience.
Apologize to the client for the experience occurring and thank them for bringing this issue to our attention.
Advise the client, that Bluemercury Management will contact them first by email and then by phone call during weekday business hours- [M-F] 8am-6pm EST, as soon as able. (Do not advise 24-48 hours)
Do not send any appeasements during or after Complaint Call, as senior BLUE leadership works that out after speaking with the customers and will issue the appropriate appeasements.
What store number did this experience take place at?
Did the client say the name of the employee who helped them during this store experience? or give a physical description of the employee?
Did the client make a purchase at the time of this experience?
Does the client recall the exact date or around what date they went to the store and had this experience?
Does the client recall around what time they went to the store and had this experience?
Yes, the client wants to speak with manager -or- No, the client doesn't want to speak with manager
Define what happened during this experience that lead to the client wanting to submit a complaint.
Required to include in Email
Client First and Last Name
Client Email Address
Client Shipping Address
Client Phone Number
Store Location ID:
Store Address:
Store Phone Number:
Store Associate Name:
Store Purchase#
Time and Date of Experience: --:-- (AM/PM) on --/--/--
Would the client like to receive a follow up from our management team in regards to this matter? (Yes/No)
Customer's Description of What Happened:
***Not applicable for online experience.
(Do not include in Email)
A client has notified us by email or in a call, of their negative experience that happened during a scheduled spa treatment session at a store location. They want management/leadership to be notified of the experience.
Spa Complaints are not the same as Store Complaints. They are handled and treated as a higher level of escalation.
In addition to sending an email to ER, post in the ccbluemercuryteam slack channel if a Spa Treatment Complaint occurs and notify @SUPS.
Apologize to the client for the experience occurring and thank them for bringing this issue to our attention.
Advise the client to send a copy of the receipt from their Treatment Session via email to team@bluemercury.com.
The Treatment Session Date and Time is required so that Management/Leadership can locate customer’s intake form.
Esthetician name can be found on the Treatment session receipt.
Advise the client, that Bluemercury Management will contact them first by email and then by phone call during weekday business hours- [M-F] 8am-6pm EST, as soon as able. (Do not advise 24-48 hours)
Do not send any appeasements during or after Complaint Call, as senior BLUE Management/Leadership works that out after speaking with the customers and will issue the appropriate appeasements.
Required to include in Email
Date of submitting complaint --/--/--
Client First and Last Name
Client Email Address
Client Shipping Address:
Client Phone Number:
Store Location ID#
Store Address
Store Phone Number
Esthetician Name
Scheduled Appointment Time and Date of Experience: --:-- (AM/PM) on --/--/--
Would the client like to receive a follow up from our management team in regards to this matter? (Yes/No)
Customer's Description of What Happened:
Attach a copy of the Treatment session receipt
(If unsure on how to attach, reach out to SUPS prior to sending email)
***Not applicable for online experience.
(Do not include in Email)
A client has notified us by email or in a call, of their positive experience that happened while visiting a store location. They want management/leadership to be notified of the experience.
Prior to sending this email to ER, issue a $25 E-Gift Card to the client's email address on file with discount reason "Customer Appreciation". Sending this E-gift card is to show our thanks for the customer taking the time to provide feedback. Please note that order's timeline of the reason for being issued.
Advise the client that Bluemercury Management will contact them first by email and then by phone call during weekday business hours- [M-F] 8am-6pm EST, as soon as able.
Required to include in Email
Date of submitting compliment --/--/--
Client First and Last Name:
Client Email Address:
Client Shipping Address:
Client Phone Number:
Store Location ID#
Store Address
Store Phone Number
Store Associate:
Purchase/Transaction #
Time and Date of Experience: --:-- (AM/PM) on --/--/--
E-Gift Card Order #
Would the client like to receive a follow up call from our management team in regards to this matter? (Yes/No)
Customer's Description of What Happened:
(Do not include in Email)
-Internal Use Only-
A client has notified us by email or in a call about having a negative experience using a product purchased online.
Examples of negative adverse reactions after applying/using a product can include:
Burns (2nd/3rd degree)
Swelling (Skin peeling, major irritation)
Bruising
Hives
Sores (blisters, raised bumps)
Redness
Pain
Rash/breakout - not considered an adverse reaction
Required to include in Email
Client First and Last Name:
Client Email Address:
Client Shipping Address:
Client Phone Number: (---) --- ----
Date reported to Customer Service: --/--/--
Date of incident: --/--/--
Order #:
Cause of Incident:
(Item) Brand Name:
(Item) Product Name:
(Item) UPC #:
(Item) SKU #:
Were photos taken and sent in email: (Y/N)
A client has notified us by email or in a call, of their negative experience that happened at a store location. They want management/leadership to be notified of the experience.
Advise the client, that Bluemercury Management will contact them first by email and then by phone call during weekday business hours- [M-F] 8am-6pm EST, as soon as able. (Do not advise 24-48 hours)
Do not send any appeasements during or after Complaint Call, as senior BLUE leadership works that out after speaking with the customers and will issue the appropriate appeasements.
Examples of a sensitive complaint:
Racial profiling
Discrimination of any kind
refusal of assisting with a purchase/return
Required to include in Email
Client First and Last Name
Client Email Address
Client Shipping Address
Client Phone Number
Store Location ID:
Store Address:
Store Phone Number:
Store Associate Name:
Store Purchase#
Time and Date of Experience: --:-- (AM/PM) on --/--/--
Would the client like to receive a follow up from our management team in regards to this matter? (Yes/No)
Customer's Description of What Happened:
