Posted: May 29, 2024

Drop Ship Orders

Items shipped directly from the Vendor instead of going through the usual shipment Channel. 

Turn around time (TAT): Up to 14 Business Days

Note:

For any query in this regard: send an email to Tina Fields at tina.fields@shoplc.com

Posted: May 24, 2024

Reminder Regarding Customer Charges from TJC-Shop LC

• Never disregard a customer's report of a charge from TJC-Shop LC; it belongs to our company, not another. 

• If you're unable to locate the charge, escalate the matter to a supervisor. 

• If they're unable to find it, involve the admin team. 

• AMS may not always display the charge, and Vantiv won't show PayPal orders but that doesn't mean it is not from our company. 

• Always bear in mind that TJC-Shop LC charges originate from our company. 

• Always Ask Probing questions. 

Posted: May 22, 2024

AMS Color Coding

You might be wondering, what do all the colors mean on AMS? Here is a guide to explain it.

Customer Segments       Color

VIPS       Yellow

Champions       D Green

Potential Champions L Green

Promising Ultra Hundred Pink

Promising Frequent Fifty Orange

Promising One Timers   Red

Hibernating High Spenders Violet

Hibernating Low Spenders         Gray

Dormant Customer Blue

New Customer White

Posted: May 17, 2024

Return Policy

All defective items must be returned for inspection to determine if the issue is batch-related or isolated. You can inform the customer that you will proceed with reshipping or refunding the item within your empowerment, but we still require the defective item to be returned for inspection. We have specified which items do not need to be returned. Always check the TSP price even it's an RA item.

Hygiene products with a safety seal or those in contact with the body cannot be returned if the package is opened, the seal is broken, or the product is used/tested. This includes toiletries, intimates, beauty products, consumables, bedding, pet, and hair products.

Additionally, broken glass or sharp-edged items should not be sent back for the safety of our workers who handle returns.

Posted: May 15, 2024

Facebook Orders

If you encounter inquiries from customers regarding the status of their Facebook orders, kindly request their email address and order number, then proceed to search for the information in AMS. 

Orders placed before April 16th will not show up in AMS. If you are unable to locate the order in AMS, initiate a case and forward it to the dispatch team for further assistance, as these orders cannot be viewed in AMS. 

Some of these orders are preorders, so please reassure the customer that they will receive their orders as swiftly as possible. They will be expedited immediately upon arrival at the warehouse.

Do not escalate Facebook orders to the admin team; they should be directed to the dispatch team. 

Failure to follow this procedure will result in a zero.

Posted: May 15, 2024

Zero Tolerance for adding Credit Card Information in Five9

If anyone enters Credit Card Numbers or CVV in Five9 will receive an automatic ZERO on their audits. If you come across this information in Five9, please report it as a coaching opportunity to Pearlie Sandoval and Margaret Ledesma. Please make sure to remove it as well. 

Posted: May 13, 2024

VAP iQ Transaction Search New Field Requirement

In alignment with PCI compliance requirements, Worldpay will be making a change to the Transaction Search feature in eCommerce (VAP) iQ.

Beginning May 1, 2024, VAP iQ users must include at least one additional field to search for transactions with the last four Account or Token numbers.

Users must input at least ONE of the following fields:

• Acquirer Reference Number

• Customer ID

• Merchant Order Number

• Merchant Transaction ID

• Subscription ID

• Network Transaction ID

Posted: May 13, 2024

Shipping Carriers Toll-Free Numbers

United States Postal Service (USPS)

1 (800) 275-8777

DHL

1 (800) 225-5345

FedEx

1 (800) 463-3339

United Parcel Service (UPS)

1 (800) 742-5877

Explore more of these shipping websites 

Posted: May 5, 2024

Tips to Ace a Sales Call

Wow the Customer

• Smile on the Call

• Active Listening

• EnsureFCR

• Own the call

• Avoid sounding scripted

• Rapport Building

Summarize the Purchase

• Once you are ready to place the order, summarize the description, price, and quantity.

Be Assumptive

• Ensure the customer is verified, proactively share the address and the last 4 digits of the card. 

Stay Upbeat

• Avoid sounding dull over the call. Appreciate the customer's choice. Use positive words.

Personalize the Closing

• Always ensure a positive final impression. 

Posted: May 5, 2024

Active Listening

• Attention to detail, listen to everything with compassion and empathy.

• Paraphrase and confirm with the customer if you got everything they said correctly.

• Acknowledge and Assure them that you will try your best to help them.

• Remember Everything! Make notes and summarise at the end while probing for 'Further Assistance'

Posted: May 2, 2024

Cancellation Process Update

When canceling an order that is under Payment Taken status, make sure to ask if the customer wants the refund as a STORE CREDIT or BACK to MODE OF PAYMENT, with emphasis on store credit.

Why offer Store Credit?

• It gets credited immediately

• The customer would not have to wait 5 business days for the refund to reflect.

• The customer can use the credit immediately.

Sample Script:

"Would you like the refund as a Store Credit, so it gets credited immediately? Or back to the card you used?"

Reminders:

• BP Orders can only be refunded to MOP

• Invoiced orders cannot be refunded to store credit, only to MOP as well.

• Markdown starts May 10th.

Posted: May 2, 2024

Sending Automated Return Label

Agents may now able to send an automated Return Label through AMS under Returns Tab. Ensure that account has an email on file. 

The customer will then receive an email for them to print out the return label and instructions on how to return the items. 

Posted: May 1, 2024

No Direct Transfers to Budget Pay Agents

Do not redirect calls to Budget Pay Agents, even if the customers say they have previously communicated with them. You are only authorized to transfer calls to Admin Agents. If a customer requests to speak with BP, create a case. 

You will automatically get a ZERO on your Quality Audit for a Transfer. 

Budget Pay Team Do Not Transfer

• Sherill Fogelson

• Jennifer Gonzalez

• Keri Rogers

Posted: May 1, 2024

Return to Inventory

When processing returns for items that are not defective and have already been refunded or reshipped, please ensure to include a note specifying "Return to Inventory" (RTI) to signify the issue has been resolved.

Make sure to use the below-mentioned note format.

• Group Reason: Returns

• Reason Code: RTI

• Notes Description: **Attention Returns for RTI**