Standard Operating Procedure (SOP) for Bag Exchange Requests
Understanding the Program:
Our company operates a "Trade Up" program, not an exchange program. The Trade Up program is primarily for older bags that come in for repair but cannot be adequately repaired or may not meet the customer's satisfaction even after repair.
Process Flow:
When an eligible bag is identified by Yvan, it is forwarded to Kristie for assessment.
Kristie evaluates the bag and offers the customer a dollar amount credit towards the purchase of a new bag if deemed appropriate.
Exceptions:
While the program primarily applies to older bags, there may be exceptions for newer bags if approved by Kristie and understood as a Trade Up, not a direct exchange.
Customer Communication:
If a customer requests to exchange their bag:
Inform them that we do not currently have an exchange program, but it is under consideration for the future.
Suggest they try selling the bag on their own.
If the customer is dissatisfied, request photos of the bag and email Kristie for further evaluation.
Do not provide Kristie's email directly for exchange requests but do so for Trade Up inquiries.