ONE PAGER

Dropship Returns: RTL for Mattress Request only

All dropship items must be returned to ShopLC, except mattresses.

• All mattress return requests (current and future) must be sent to the Drop Ship team.

• Mattresses follow a Return-to-Vendor (RTV) process.

• The vendor must provide a return label for customers to return the item directly to them.

• This applies only to unopened mattress boxes.

Note:

Also, any orders for which the customer has not received an RTL, agents need to continue following the existing process. The agents need to send an email to dropship ship team.

Pre-Black Friday Customer Appreciation Day

Coming up this week on Wednesday, Nov 19th and Thursday, Nov 20th is the Pre Black Friday Customer Appreciation Day! It continues from Monday, 24th Nov to Wednesday, 26th Nov.

COUPON DETAILS:

All customers will receive a coupon flyer if their purchase meets the qualifying criteria outlined below:

• $20 OFF BRONZE COUPON

on a total order value of $50-$99.99 (redeemable on a future purchase of $50+)

• $35 OFF SILVER COUPON

on a total order value of $100-$499.99 (redeemable on a future purchase of $100+)

• $150 OFF GOLDEN COUPON

on a total order value of $500+ (redeemable on a future purchase of $500+)

Note:

Excludes Dropship & Marketplace orders.

Coupons expire on December 31, 2025.

Holiday Season Dead-air Fillers

Jewelry Shopping + Customer Service (Filler Lines)

Warm, friendly, open-ended, and safe to use while checking details

Just a moment while I look into this—do you prefer something simple or something with a festive sparkle this season?

As I check the details, can I ask if you’re shopping for yourself today or for a holiday gift?

While this is processing, do you like classic pieces or more modern designs?

Holiday season brings so many pretty options—what type of jewelry catches your eye the most?

I’m just verifying that for you—do you usually look for statement pieces or everyday wear?

While I check, is there any particular gemstone or color you love wearing during the holidays?

Order Placement Calls (No Extra Assistance / No Recommendations)

(These fillers are neutral, compliant, and often offer additional help beyond the order being placed.)

Just a moment while I process your order—how’s your holiday season going so far?

I’m entering the details now—hope your day has been wonderful.

While the system updates, may I know if you’re done with your holiday shopping or still working through it?

This will take just a few seconds—are you preparing for any holiday events this year?

I’m getting the order finalized—how’s the weather on your side today?

As the page loads, hope you’re having a smooth holiday season so far.

Updating Email & Phone Number

Update Email / Phone Number

If a customer requests to update an email and/or phone number, fetch the required details from the customer and transfer the call to Address Verification VM and ask them to leave in the VM:

• Name

• Preferred Time & Number for Callback

Please wait for up to 24 hours for a response.

Note

Do not update email / phone number by yourself

Mandatory Pitch for Profile Creation on Registration Calls

Agents are advised to always pitch to create the profile on the registration calls explaining the benefits.

EXAMPLE STATEMENT:

SCENARIO – ITEM OUT OF STOCK

"We can create your profile for now and save your details like number and email so that you can receive notifications. This way it will not be time consuming the next time you call to make a purchase.”

THE NON COMPLIANT CALLS WILL BE AUTOMATICALLY SCORED AS A FATAL W.E.F 14 NOV, 2025

Personalize Your Closings – Holiday Style!

As the holiday season approaches, it’s the perfect time to add a little warmth and joy to our customer interactions. Starting this week, we encourage all agents to personalize your call closings by including a cheerful holiday wish.

A small gesture can go a long way in making our customers feel valued and appreciated!

EXAMPLES OF HOLIDAY CLOSINGS:

• “Thank you for calling! Wishing you and your family a joyful holiday season!”

• "Take care and happy holidays!"

• "We appreciate your call—have a wonderful festive season ahead!

• Stay safe and enjoy the holidays!"

Let’s make every call a little brighter this season! Your voice can be the smile someone needs today.