Embedded Files
How to Shop
We know many crew members are excited to update their uniform wardrobe—and the new portal makes shopping simple and straightforward.
Once the update is live and they’re ready to browse, here’s how they can build a cart and complete their checkout:
Start Browsing
Crew members can begin shopping right from the landing page, where they’ll see a selection of items curated specifically for them.
What’s shown is based on the Store Kit assigned to their profile, so they’ll only see items that apply to their role and any special accommodations—not the full catalog.
If they’re looking for something specific, they can use the filter options on the left-hand side of the screen to narrow their search by:
Category
Men’s or Women’s collections
Size
Price
These filters make it easier to quickly find what they need.
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At this time, if a crew member wants to search for a specific item using the search bar, they’ll need to know the exact product name.
Keyword search functionality is in the works, but it hasn't been fully optimized yet. Until then, encourage crew members to use the filters on the left side of the screen for easier browsing.
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When a crew member clicks on an item’s picture, they’ll be taken to that product’s dedicated page.
Here they can view important details, including:
A description of the item
Washing and care instructions
The cost displayed in both dollars and points, located near the top under the colorway number
This is where they can choose their preferences, including:
Size
Fit
Length (if applicable)
Quantity
Once they’ve made their selections, they’re ready to add the item to their cart.
Once all sizing options have been selected, crew members should click “Add to Basket.”
From there, they can either continue shopping for additional items or proceed to checkout when they're ready.
During the selection process, crew members may occasionally see a red message indicating that an item is on backorder.
This message will only appear after all required sizing options have been selected (such as size, fit, and length).
In most cases, an expected restock date will be displayed.
Sometimes, there may be no date listed, which could prompt a crew member to call in for more information.
In these cases, it’s important to let them know:
We do not have additional information beyond what is shown in the portal.
They can choose to:
- Wait for the item to come back in stock and proceed with the order
-Or select a different size or item instead
Suggested Scripting for Backorder Inquiries
Phone Scripting:
"Thank you for calling! I see the item you're trying to order is currently on backorder. If a restock date is available, it will be shown on the product page once you've selected all the size options."
"If there's no date listed, that just means the supplier hasn’t provided one yet. We don’t have any extra details beyond what’s shown in the portal."
"You’re welcome to wait for it to come back in stock, or you can try a different size or browse for another item that's available now. Whatever works best for you!"
Email Response:
Hi [Crew Member Name],
Thanks for reaching out! The item you’re trying to order is currently on backorder.
If an expected restock date is available, it will appear on the product page once all size and fit options have been selected. If no date is shown, it means that the supplier has not provided a confirmed timeline at this time.
While we don’t have additional information beyond what’s listed on the portal, you’re welcome to either:
•Wait for the item to become available again
•Or choose an alternate size or item that’s currently in stock
Please let us know how you’d like to proceed—we’re happy to assist further!
Chat Response:
Thanks for checking! It looks like that item is on backorder. Once all the size options are selected, the system may show an estimated restock date—if not, it means the date isn’t available yet.
Feel free to wait for it to restock, or you can try a different size or another item that’s in stock now. Let me know what works best for you—I’m happy to help!
Checkout
When crew members are ready to check out, they can click the shopping cart icon located at the top of the page.
This will take them to a summary of the items in their basket, where they can review their selections before completing the purchase.
In the shopping cart, crew members can review all of their selected items before completing the checkout process.
From this page, they can:
Update quantities
Adjust sizing options
Remove any items they no longer wish to purchase
They’ll also see a summary showing:
The total number of items in their cart
The total cost in both points and dollars
Encourage crew members to double-check everything before moving forward to ensure accuracy.
Once the crew member is happy with the items in their shopping cart, they can click “Proceed to Checkout.”
This will take them to the Shipping Address Confirmation screen, where they can review or confirm where their uniform items will be sent.
On the Shipping Address Confirmation screen, crew members have a few options:
Use the default address on file with United
Select a different address using the address finder
Or manually enter a new address if needed
This flexibility allows them to choose the most convenient delivery location for their order.
After confirming the shipping address, crew members will be directed to the Payment screen.
At the top of this page, under the Order Summary, they’ll see a full breakdown of their order, including:
Item Quantity
Subtotal (before tax)
Tax amount (based on the shipping address)
Total dollar value
Just below the dollar amount, they’ll also see the total point value of the order—this gives them the option to pay using their available uniform points instead of a credit card.
At the bottom of the Order Summary, crew members will have three payment options:
Use points only
Use a credit card only
Use a combination of points and credit card
This flexibility allows them to choose what works best based on their available balance and preferences.
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N O T E :
First Officers and Pilots will not see point values, as they currently do not have access to the uniform point system. They will need to complete their purchases out of pocket using a credit card.
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If “Use only points” is selected, the Payment Method section below will automatically reflect the point value shown in the Order Summary—no additional payment information will be required.
When a crew member selects “Use only card,” fields will appear for them to enter their credit card details, including:
Card number
CVV
Expiration date
Billing postal code
Cardholder name
After entering their credit card details, crew members should click “Validate Card Information” to confirm the payment method.
If a crew member chooses to use a combination of points and a credit card, two fields will appear:
One to enter their credit card information
Another to specify how many points they would like to apply toward the purchase
This allows them to split the payment in a way that works best for them.
Once the payment has been successfully validated, the crew member can click “Complete Checkout” to finalize their order.
The next screen will display an Order Confirmation, which includes the order number, order date, and total amount.
It will also provide a summary of the shipping information and a recap of the items purchased.
If there’s an issue with the payment method, a red “Payment Failed” message will appear on the screen.
The crew member will then be prompted to review and update their payment details before attempting to complete the checkout again.
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