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Gift Card Services Temporarily Unavailable

Important Update:

Gift Card Addition Requests Temporary Restriction - Until End of Tuesday

What to Do

If a customer calls requesting to add a gift card,

• Politely decline the request.

• Inform the customer:

We are currently unable to process gift card additions.

Mandatory Follow-Up

Share complete customer details with Rohit Dhakar for further review.

(Name, Phone Number, Order details if available)

Why This Matters

• Ensures consistent communication

• Prevents incorrect processing

• Helps leadership manage requests efficiently

Tone Guidance

• Be polite, calm, and empathetic

• Avoid committing to timelines

• Reassure the customer their details are being reviewed

Effective Immediately — Valid Until End of Tuesday.

Shipping to Puerto Rico

WE ARE NOW SHIPPING TO PUERTO RICO!

The previous shipping hold has been lifted.

✅ SHOPLC has resumed shipping to Puerto Rico.

✅ All orders to Puerto Rico will now be fulfilled.

✅ The previous shipping hold has been lifted.

Please update customers accordingly and assist with new orders to Puerto Rico.

12 Days of Joyful Welcomes – Event Update (Dec 8–19)

Overview:

From December 8 to December 19, Shop LC is running a special holiday event: 12 Days of Joyful Welcomes. During these 12 days, every NEW customer will receive a FREE GIFT with their purchase

Key Points for Agents:

• The event is exclusively for New customers

• A different free gift will be offered each day

• Make sure to inform and excite new customers about this offer during interactions

• Maintain clear, accurate communication about the daily gift

• Use this opportunity to create a strong first impression and Deliver Joy

Agent Action Items:

• Mention the free gift benefit during calls and chats with new customers

• Reinforce that the gift is automatically included with their purchase that day

• Ensure no promises are made for specific gifts; they change daily

• Document interactions as per standard process

Let’s make this holiday event a joyful experience for every new customer!

New Guidelines for Handling Return/Replacement Requests

• Always review account notes for previous reshipments.

• Inform the customer that due to 2 recent scanned deliveries within 6 months, they will need to provide a different shipping address to continue shopping with us.

• Do NOT make the account inactive if the customer is in good standing and shops with us frequently.

• In cases where FedEx tracking confirms delivery with an image, deny the refund and deny the reshipment.

• The agent should inform the customer that the package was delivered as confirmed by the carrier.

• If the customer still wants the item, check current stock availability and let them know they’re welcome to place a new order if the quantity is available.

• Flag the customer’s profile for repeated non-receipt issues for fraud review.

• If a reshipment has already been issued, obtain Supervisor approval before reshipping again.

• Repeated reshipments should not be issued without proper verification.

Policy Update: Return / Replacement / Reshipment Compliance

Effective Immediately!!

To ensure consistent handling of customer requests beyond the standard return window, all agents must follow the guidelines below without exception:

30-Day Return Window Rule

No return, replacement, or reshipment should be approved for any item delivered more than 30 days ago.

Agents must verify the delivery date before taking any action.

Approval Requirements Based on Item Value

• Items over $100: Require direct approval from the Manager.

• Items under $100: Require approval from a Supervisor.

Additional Mandatory Checks

Agents must review the customer’s account for:

• Patterns of repeated damage claims

• Multiple replacement or reshipment requests

• Any unusual or repeated behavior must be escalated before proceeding.

Scope of This Policy

This applies only to customer requests for orders that fall outside the 30-day return window.