NOTE: ALWAYS VERIFY COMPLETE SHIPPING ADDRESS FOR ANY REPLACEMENT OR RESHIPMENT REQUEST
Does Not Fit: We offer ONE TIME free replacement for the products without having the customer return the initial shipment.
Not Satisfied (Color / Variant): We offer ONE TIME free replacement for the products without having the customer return the initial shipment if they have an active VIP.
NOTE: For the VIP free item, please do not proactively replace it unless the customer will keep the VIP.
If VIP is already cancelled and is asking for replacement for the free item, explain that it was only a freebie for the VIP. Since it is already cancelled, we can not issue a replacement.
If active, inform the customer that it was a free item included on the VIP membership. Explain the VIP benefits and ask if customer wants to keep. We will only issue replacement for customers that are going to keep the VIP.
Tools:
Free replacement - Verify what color, size, and cup size does the customer wants to receive.
If refund request, proceed to:
Update: If the replacement still does not fit, we cannot issue a 2nd replacement.
If asking for a new replacement, go to Policies and Procedures. Please note that customer has to return both initial shipment and the replacement in order to get a full refund.
Note: 30 day count will start the date the replacement was received.
DAMAGED / DOES NOT FIT REQUESTS OUTSIDE 30 DAYS
For refund requests/claims for scenarios like ripped/torn after 30 days or fit issue and the customer is claiming that it was her first time using the product, you can offer a replacement if order is outside 30 days but within 60 days OR if its outside 60 days since the order is received, you can advise that she can reorder and we'll provide a 30% discount instead.
Does Not Fit: We offer ONE TIME free replacement for the products without having the customer return the initial shipment.
Tools:
If outside 30 days but within 60 days
Free replacement - Verify what color, size, and cup size does the customer wants to receive.
If outside 60 days
Advise to re-order and give a 30% discount
If refund request:
Deny - outside our 30 day return policy unless valid threat - refer to our policies and procedures.
UNDERGARMENT SIZING GUIDELINE: How to get the correct size.
Have the customer measure themselves and provide their under bust and upper bust measurements. Convert these if necessary.
If they cannot measure, ask for their usual bra size and convert it to centimeters to determine the actual size.
Refer to our size chart on the FAQ page to find the equivalent size.
If the result falls between sizes, always choose the bigger size.
If the customer complains that the size is too big or they never had that size of bra, , explain that our sizes tend to run a bit small and that we based the size on our size chart.
SITUATIONAL: In the event that the customer is uncomfortable to talk about it (because of talking to a male agent), then you can transfer or set for callback if necessary with one of our female agents. Make sure to handle the call at the most respectful and professional manner.