ONE PAGER

Supreme Dreamz Memory Foam Mattress Topper

X No Returns Accepted If Opened

• Opened mattresses cannot be returned under any circumstances.

• If the box is opened, do not proceed with the return.

• If the customer insists on returning an opened package, transfer the call to the escalation line.

Returning a Sealed Topper (Unopened Box)

1. Send an email to: DropshipTeam@vglgroup.onmicrosoft.com

2. The Drop Ship Team will request a Return Label (RTL) from the vendor.

3. The customer should receive the RTL by:

• Email: within 5 business days

• Mail: within 10 business days

4. Do not send the mattress back to ShopLC.

• This will delay the refund process.

• All returns must go directly to the vendor.

Email Details

Subject: RTL Request - Supreme Dreamz Memory Foam Mattress Topper

Customer Name:

Customer Code:

Customer Phone:

Invoice Number: 

Order Number:

Item Number:

Issue: [e.g., customer wants to return an unopened mattress]

RTL Delivery Preference: Email / Regular Mail

Address for RTL (if Regular Mail):

L'Baiet 8" Mattress Return Policy (Drop Ship Order)

Item Numbers:

Twin: 813148

Full: 8123149

Queen: 8125461

King: 8125462

X No Returns Accepted If Opened

• Opened mattresses cannot be returned under any circumstances.

• If the box is opened, do not proceed with the return.

• If the customer insists on returning an opened package, transfer the call to the escalation line.

Returning a Sealed Mattress (Unopened Box)

1. Send an email to: DropshipTeam@vglgroup.onmicrosoft.com

2. The Drop Ship Team will request a Return Label (RTL) from the vendor.

3. The customer should receive the RTL by:

• Email: within 5 business days

• Mail: within 10 business days

4. Do not send the mattress back to ShopLC.

• This will delay the refund process.

• All returns must go directly to the vendor.

Email Details

Subject: RTL Request - L'Baiet Mattress Return

Customer Name:

Customer Code:

Customer Phone:

Invoice Number: 

Order Number:

Item Number:

Issue: [e.g., customer wants to return an unopened mattress]

RTL Delivery Preference: Email / Regular Mail

Address for RTL (if Regular Mail):

How to Order on the Mobile App

• Login to the app. 

• Go to Home Page

• Find the item you want, then click "Add to Cart"

• Click the basket to check out, enter promo code "FRIYAY", click apply it, and make sure it says, "applied successfully", then select "Secure Checkout". 

• Coupon Applied

• Click Place Order

Salesforce Reminder

Case Completion Rule

• All agents must fully complete each case before submission. 

• If the customer's name does not autopopulate in the first field, you are required to manually enter the customer's full information. 

• Incomplete or partially filled cases are not acceptable. 

• We've seen an increase in requests submitted with missing or partial details, which delays resolution and creates unnecessary back-and-forth. 

• Every case must include complete and accurate customer information before submitting the ticket. 

• This will be a deduction in the audit form. 

Secure Shield Offer – May 3 & 4

All agents are reminded to offer SECURE SHIELD PROTECTION on all applicable products during this weekend. 

• Make the offer on every qualifying item

• Clearly explain the benefits to the customer

• Follow documentation procedures as required. 

Let's ensure every customer has the opportunity to protect their purchase! 

For this weekend only, we will offer the following incentives based on the quantity of Secure Shield sold — for the CS team only (not applicable to Personal Shoppers):

• 10 qty – $10

• 20 qty – $15

• 30 qty – $20

• 40 qty – $25

For any questions, please contact your supervisor. 

FedEx Delivery Option

Purpose:

Guide the customer on how to track and manage their deliveries through FedEx.

What to say:

"You can sign up for a free account at fedex.com. This will allow you to track your shipments, receive realtime updates, and manage delivery options like rescheduling or holding a package. "

Key Points to include:

• Direct them to FedEx website.

• Mention that the account is free and easy to setup.

• Highlight benefits:

  • Package Tracking

  • Delivery Notifications

  • Option to reschedule or hold deliveries