Invalid orders typically happen when there is a job change since they have submitted their Kit order.
There have been a few instances when someone has received a notification about an invalid order but has not had a position change.
Phone Scripting for invalid orders without a job change:
“Thank you for bringing this to our attention. We will get this corrected. We do need to select the kit again but everything you originally chose should be preselected for you.”
When there is a position change:
They often will need to choose updated neckwear if they had a position change in the same department
Confirm if they have had a position change since they placed their kit order.
If they have. It is recommended to congratulate them on their recent change.
Go to their profile in Gift and Go and take note of the original order to confirm if they chose originally Kit A or Kit B. Scroll down under the order history and confirm they have access to Kit A and Kit B options.
Ask if the United Employee is near a computer to access the Brooks Brothers ordering portal located in their microsite Flying Together.
Advise them they can choose the same Kit they originally chose, and all items that are still available for their position will be preselected for them.
If they are not near a computer,
Ask if they would like for you to place the updated Kit order for them. If they are comfortable with this, go through the options for them and place the order. Remember to confirm the shipping address that the Kit will be sent to.