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Jewelry Appraisal Certificate

Steps for Certification Requests

• Confirm Request: Verify the customer wants to certify an item purchased from us that wasn't originally certified.

• Explain Costs: Inform them the process costs $75, charged using item number 4013417.

• Guide Return: Provide instructions for returning the item (e.g., address, packaging).

• Confirm and Close: Ensure they understand the process and answer any questions.

Broadcasting/Outages Issues

If a customer reports they can't view ShopLC Live TV on their platform (Cable TV, Satellite TV, Antenna escalate the issue immediately to the Broadcasting team with all relevant customer details and outage information.

Share it on Teams Channel Customer Reported Outages

Template

• Customer Name:

• Registered Telephone #:

• Customer Code:

• Zip Code:

• City & State:

• How Does Customer Watch Us - Cable (which provider) OTA (Over the air using an antenna), OTT (streaming service like ROKU, Amazon FIRE, Apple, DirecTV Stream, etc. PLEASE SPECIFY WHICH ONE)

• • Channel # (if applicable)

• Antenna available- Yes/No

• Sales force Case No:

• U-IVR number - (only applicable if the video is working & and you need to ask the customer about the number they see at the bottom of the screen)

• Issue - (please describe issue customer is having with as much detail as possible)

Missing Lab Created Diamonds & High-End Items

Agents are required to ask these questions and include them in the case:

Was the bubble mailer taped closed or sealed with the original packaging?

Did the internal cardboard box appear cut open or resealed with additional tape?

Template

Customer Name:

Customer Code:

Customer Phone:

Invoice:

Order:

Item:

Issue: Empty box missing item

Resolved: (Please specify if the issue was resolved by reshipping, refunding, or sending a case for the Admin Team to investigate further.)

Questions:

Was the bubble mailer taped closed or sealed with the original packaging?

Did the internal cardboard box appear cut open or resealed with additional paper?

California Wildfires

Due to the ongoing fires in California, please refrain from making outbound calls to Los Angeles customers today for purposes such as PD, escalations, or upselling.

The only exception would be for fraud filter verification and failed authorization calls, which can continue as customer is placing orders.

Shop LC App Update

Please note that the old version of the SHOPLC app is no longer functional for placing orders.

Customers must download the new app to make purchases.

Return Policy for Free Items

When a customer calls to return an item, please ensure they are informed of the following:

Customers must return the free item(s) they received as part of the original purchase before a refund can be processed.

This ensures compliance with our return policy and facilitates a smooth refund process.

New QA Guidelines

The QA team has implemented stricter measures and will now deduct points for the following non-adherences:

Self-Service Option:

• Failure to provide a self-service option will result in an automatic failure on the process adherence question.

VOC Feedback:

• If the notes do not include PD (Problem Description), PP (Proposed Solution), or PF (Final Resolution) when required, this will result in an automatic failure on the process adherence question.

• Exception: A VOC note is not required if the call was escalated, or a case was created.

Specific Notations:

• For cases such as "Empty Box", "Invoice No Item", or "INI", if there is no note added in the Teams chat labeled "Empty Box", this will result in an automatic failure on the process adherence question.

Failure to Meet Multiple Steps:

• Missing two or more of the steps listed above will lead to an automatic failure in the audit.

New Sales Call Script:

• Not adhering to the updated sales call script will result in an automatic failure on the process adherence question.