Great News!!! Follow the steps to check any prior Avenue Order.

To check on the customers history prior to 7/25

* Go to the Avenue Website

* Under the help link. select order history

* Fill in the information

* You will see 15 months of prior order history

Locate customer in GUI, if NOT found, add the new customer to FB.

Updated Shortened Scripts

The scripts we hard coded are only a guide and do not have to be read verbatim. 

Opening Spiel:

OE - Thanks for calling [Brand Name]! [Your Name] here to help you with all fashion things. How may I help you today?

CS - Hi, This is [Your Name] from [Brand Name] customer service. How can I help you?

Customer's Choice:

Initial - With your order today, pick another color or size and it would be on 20% off. Which item would this be?

Rebuttal - How about picking any other item in your catalog and still have 20% off.

New Express Prompt

You can have this item as early as [Date] for just $11.99. Shall we expedite this?

Closing Spiel w/ Email

"Would that be all for today?"

Thank your for your order today and to help us serve you better, please take a moment to fill out the survey you will receive about our interaction. We'd appreciate it.

Closing Spiel w/o Email

Thank you for your order today! We are here to ensure you have a great experience. Looking forward to your next visit! Would that be all for today?      

About Rewards Certificate

You may see more customers calling in about Reward Certifications not working.

As a Reminder: Rewards Certificates should NOT be honored or adjusted once EXPIRED.

Final Sale Items 

Objective: Resolving an issue with a final sale item in the event of a service failure. 

1.      Verify the item is a final sale. The basket symbol indicates a final sale item.

2.      Determine the type of service failure.

A.    Mixed Shipment (Wrong Item)

B.     Damage

C.     Missing Item

3.      Memo the information provided by the customer of the service failure

4.      Advise the customer of the proper procedure

A.    Email must be sent to finalsalescare@fbbrands.com

B.     The Subject of the email should include

1.      Brand

2.      Service Failure Type

C.     The Body of the email should include

1.      First Name, Last Name, & Zip Code

2.      Invoice/Confirmation Number

3.      Contact Information: Email/Phone Number

D.    Picture of the Service Failure

1.      Mix shipment – Tag of the wrong item received (should show style number) and the picture of the clear plastic bag/box the item was sent in

2.      Damage – Clear visual of the damage section

3.      Missing Item – picture of all the items received (should include catalogs)

    E. Item must be kept until contacted by the Finals Sales Care team with further instruction.

Please Be Advised: Adjustments will only be processed for Service Failure and a corresponding response will be provided 3 – 5 business days from the Final Sales Care Team.

Avoid Making Promises or Setting Incorrect Expectations

Checking for Alternative Items

Objective: Use the alternative item feature in GUI to assist in capturing the sale.

Ø  Agent: “Mr. Customer, I apologize, the item was extremely popular and is no longer in stock.”

Ø  Customer: “Really, I called as soon as I got the catalog. I am extremely disappointed that I could not get the item. I want to cancel my order?”

Ø  Agent: “No worries, I have an item similar to what you were looking for on page XX”.

1.  Select the item in color that is Out of Stock

2.  Alternative items will only populate for Out of Stock items where applicable.

*GUI will indicate if no alternative items are available*

3.  Choose an item to offer and save the sale!

This is a QA Requirement & Must be Offered when Prompted.

Happy Returns Failed Refund Status  

Scenario : Customer calling back to follow up on a refund but shows no refund was issued in GUI Order Financials

Step 1 : Check in GUI if there is a Return Stamp 

             If there is a return stamp, follow normal refund posting timeframe 

             No return stamp, proceed to Step 2 

Step 2 : Check the Return Status in Happy Returns Dashboard. If Refund Status shows "Failed", check if there is a date under "Last Approved" highlighted in the red box. 

Step 3 : Process the Return Credit Due for the returned items in GUI using the memo below : 

              <EXPRESS CODE> 

              Returns approved  <Approved Date> in Happy Returns but encountered error with issuing refund. 

CANCELLATION OF MEMBER REWARDS PROGRAM

Here is your Tip of the Day:

If a customer calls to cancel the Member Rewards Program we can advise of the following:

• The customer can cancel the membership from their online account or by contacting Fullbeauty Member Rewards Customer Service

• To cancel online, the customer will need to sign in to their account using the following link: FullBeautyMemberRewards.com/sign-in.

• Once signed in, the customer can click on "Account" from the main menu, then select " Cancel Membership" from the drop-down menu

• The customer will follow the instructions provided to finalize the cancellation request

• To cancel by phone, the customer can call the 24/7 line at 1-877-527-9951

• To cancel by email, the customer can email their request to CustomerService@FullBeautyMemberRewards.com or the request can be submitted online

• If the membership is canceled, the customer will have access to member benefits until the end of the monthly membership term

• After canceled, the customer will receive a gift code by mail or email if they have at least $5 in savings

• If the membership is canceled with less than $5 in savings, they will receive a check in the mail for that amount

Helpful Links:

FullBeautyMemberRewards.com/sign-in.

https://fullbeautymemberrewards.com/contact

Mailing Address:

FullBeauty Member Rewards

P.O. Box 290728

Wethersfield, CT 06129-0728

The Site and Programs are provided by Clarus Commerce, LLC on behalf of and for the benefit of FULLBEAUTY Brands, Inc. (“FULLBEAUTY”).

New Opening Scripting

• OE Offshore: Thanks for calling! [Your Name] here, at your service for all things fashion. How may I assist you today?

• CS Offshore: Hi, This is [Your Name], you have reached customer service. How can I help you?

• UFS El Paso: Hello, I am [Your Name], your dedicated fit and fashion specialist based in Texas. How can I assist you today?

• Example: Hello, I am Maddy, your dedicated fit and fashion specialist based in Texas. How can I assist you today?

New Customer Choice Scripting

• Initial Offer: To show our thanks, enjoy 20% off a different color or size of an item in your cart. Which one should I add?

• Rebuttal: How about a different item of your choice and I will honor the 20% off discount? What is the item number?

New Express Promt

• We will Expedite Your Order With Express Shipping For Just An Additional $11.99, Arriving by Monday, [Date].

New Closing Scripting Without Email

• Thank you for your order today! If you need further help, just let us know. We are here to ensure you have a great experience. Looking forward to your next visit!

New Closing Scripting With Email

•  Thank you for your order today! Please take a moment to fill out the survey you will receive about our interaction. It helps us serve you better. Your feedback is greatly appreciated!

Debiting Non-Receipt

Scenario: Customer called back that they received the package but Non-Receipt credit was already issued in the order. 

Return

Advice the customer to return the item back within 30 days, if not we will charge the customer back. Agent will need to create a carrier clerk memo so that someone from EP will check the order after 30 days.

***NEW*** Keep

Agent will use Generic Debit to charge the customer back (For PLCC Payments only) and after that they need to do Generic Un-Restrict the items that were tagged “Non-Receipt”

Note: For Major Card Payments, we will still stick to the current process by leaving a Carrier Clerk Memo.

***NEW*** For Paypal orders - Agents will need to leave a Sales Recovery Memo to charge the customer back.

OOBO Stuck Orders

If you find an order stuck in OOBO, just go ahead and replace the order if it has been more than 24 hours. If it is stuck in OOBO within 24 hours of being placed, report it to your supervisor.

Brylane Home Heavy Item Mixed Shipment

This process is only applicable for customers who received an incorrect item/ color and it's a Heavy Item from Brylane Home.

Submit a Carrier Clerk memo and follow the template below.

Label Format: (email/mail)

BH

INV#:

Name:

Address:

Phone Number:

Email:

Issue:  (Reason label is needed)

*If it is for a wrong item, include what they received and the weight of the item. Label cannot be created without this info.

Palm Beach Jewelry

Do’s

·         Treat the item(s) as FBB products

·         Adjustment

o   Damage

o   Miscellaneous Merchandise

o   Postage

o   Return Credit Due

·         Provide the return address by using the vendor information in GUI

·         Send a memo to Sales Recovery for updated tracking information when not trackable

Do Not

·         Provide vendor contact information

o   Phone number

o   Email address

·         Advise to chat Seta/Palm Beach

Eco Ship Update

Ø  Open phone orders can be edited to deselect eco ship

Ø  Express Delivery may be offered

·         Advise the customer the package will not arrive until 2-3 business days from shipment date

Ø  Eco Ship packages will remain inprocess until shipped

Ø  Add a No Callback Memo to cancel Eco Ship status

·         Provide confirmation number in the memo

El Paso Shortened HOOP WK23 (0602)

8:30 AM - 8:30 PM EST / 6:30 AM - 6:30 PM MST

8:30 PM - 8:30 AM Philippine Standard Time

July 4th and 5th - EP/FBB Will be closed

Effective Immediately:

Use the following shipping information when answering customer inquiries.

Standard Delivery

Shipments within the contiguous United States should arrive within 5-7 business days from shipment date, if ordered by 3PM (EST). Deliveries to AK, HI, APO, FPO and US Territories are shipped USPS Priority Mail. Please allow 20 business days for delivery.

Express Delivery

Shipments within the contiguous United States should arrive within 2-3 business days from shipment, if ordered by 3PM (EST). Not available in AK, HI, FPO, APO, and US Territories.

Superfast Delivery

Shipments within the contiguous United States should arrive within 1-2 business days from shipment, if ordered by 3PM (EST). Not available to PO Box, or in AK, HI, FPO, APO, and US Territories.

Check on your order anytime.

FullBeauty Website:

https://www.fullbeauty.com/help-page?cid=account-shipping-fo

How to assist our customers when one or more of their item(s) is/are on BACKORDER and/or OUT OF STOCK?

1. When the customer’s item is on backorder, select that item for the “Check Alt Items” button to be clickable. 

2. Click “Check Alt Items” button

3. Offer any of the alternative items that suits the customer’s preference and click “Add” button of the selected item.

Catherines Perks Scripting

"Mr./Mrs XXX would you like to save an extra $XX today by opening a Perks membership? It's only $25, good for 1 year, and you get an extra 10% off on all Catherines clothing included Perfect Price, Clearance and Final Sale. How about we get you all set up now?"

Rebuttal:

Are you sure? You get the 10% off on today's order and over the next year the savings will really add up. It applies to everything, even styles that never go on sale."

This will be a QA requirement on all Catherines order calls

REWARDS CERTIFICATE/GIFT CARD SPIEL

"Before we finish up, do you want to apply any of your rewards or gift cards to cover your order? Let's apply them now, shall we?"

OTB - OPEN TO BUY SPIEL

Once the agent confirms the address, lets proceed with, 

"I see you have a total of ($xxx) available credit for your order today. What's the first item you'd like to purchase?"

As required by law, Manual and Pre-approved PLCC application must be transferred to the disclosure line.

EcoShip FAQs

• Is EcoShip for free? Yes!

• Our customers now have the option of waiting for all items to become available before an order is shipped

• The warehouse will pull in-stock item(s) and keep them separate from the normal inventory

• By selecting EcoShip, an order will show a pending authorization (will drop within 3-5 business day) and customers will not be charged until their complete package ships from the warehouse

• The EcoShip dates are estimated, backorder items may arrive earlier/later than expected

• Express shipping should not be offered if eco ship is accepted

• QA requirement (Not Verbatim)

• Reminder: QA Requirement for all orders that have backorder items.

• If customers changed their minds DURING THE CALL and no longer want EcoShip, agents should create a No Call Back Memo (NCM). 

  • • NOTE: DO NOT CANCEL THE ORDER. DO NOT redo the order just to remove the EcoShip.

SUGGESTED SCRIPTING

Mr/Mrs Customers, because you have items on reserve, would you like us to ship your entire order on  XX/XX?

Good news! We now have the option to ship your items altogether once the reserved items become available.  Would you be interested in this option?
 

When creating an account for a new customer, it is imperative to always get their phone number. This is to communicate seamlessly with the customer regarding their orders/account. 

Associate Discount

FULLBEAUTY Brands associates, and their immediate families, can enjoy a 30% discount off all brands. In order to take advantage of this offer, associates must register with any brand using the below instructions and ensure all orders are placed directly by the associate. Additionally, you can enjoy free shipping on standard shipping orders only.

*Please note there may be additional shipping surcharges. Any shipping upgrades may result in additional costs.

Register

1 of 2 Ways

1) Visit the brand website of your choice and register. Enter in the exact name and home address you have on file with FULLBEAUTY Brands’ Human Resources. Once you have registered on one brand website, your login can be used on any of our websites for future orders.

2) Call the Customer Service Number for your brand of choice, and a customer care representative will create a file for you. Again, please provide the representative with your exact name and home address that you have on file with Hu-man Resources. If you are unsure of what is on file, contact your Site HR rep to verify.

3)Once your registration is complete, there is an initial processing period of 48 to 72 hours before you can place your order.

Phone:

1)Call the Customer Service Number for your brand of choice (found below) and identify yourself as a FULLBEAUTY Brands Associate.

2)Verify your full name and billing address and place your order.

3) If you have an email address on file, an order confirmation will be sent to you.

Shipping

Orders will be shipped directly to the Associate’s home with no charge for standard shipping and handling.

• Any shipping upgrades may result in additional costs.

• If you would like to ship to a different address, you will be charged for shipping and handling.

Returns

You can return products to your work location free of charge.

Additional Info: If an FBB employee calls in wanting to get their discount, have the agent complete a No Callback Memo. 

Effective immediately, let's start attempting to increase our PLCC acceptance rate using OOBO orders that are displaying pre-approved.

Customer is showing approved in both OOBO and GUI

If the agent is placing an order on behalf of the customer and notices the pre-approval, let's train the agent to go to GUI, click on the pre-approval in the carousel and open the account via GUI, if the customer agrees to opening the account. This ensures they receive the credit instantly on their stats.

Customer is showing approved in OOBO and not in GUI

If the customer is not showing approved, have the agent complete a credit application.

Please make sure all PCI rules are followed similar to if the order was being completely done on GUI. This will only be temporary until we can get full reporting for both PLCC and MRP offers/accepts.

FAQs

• When are agents allowed to offer PLCC Pre-approved or manual application on brands other than their current order? 

Ø  Make sure the initial concern with the customer is handled first. We're finding agents are going immediately to offer the pre-approval and not focusing on what the customer was originally calling for. Make the offer if the customer does not have the available OTB or a valid method of payment.

• If CX is not pre-approved on the current brand, can we manually apply on a different brand? Can we use it as mode of payment in the current order?

Ø  If they aren't approved on the current brand, agent should manually apply on that brand. She doesn't have a PLCC there, so it will process when completed for that brand.

Ø  Agents can only offer other brands only if initial transaction (concern/order) has been completed. 

• Does GUI indicate on the main brand that CX is pre-approved on other brands that we are not aware of?

Ø  No, it should indicate on all brands where the customer is preapproved.

TIPS FOR CHECKING OUT ONLINE (OOBO)

• Up to 40 items for Domestic Orders

• Up to 25 items for International Orders

• Orders should be under 999.99 to avoid not processing

• A maximum combination of 10 Gift cards/Rewards can be placed per transaction

• Expired PLCC saved under payments need be directed to Comenity for removal

• Failed/Cancelled orders with rewards should not be adjusted, only referred to Comenity Bank 

NEW POLICY UPDATES

RETURN CREDIT DUE (MAIL ONLY)

If a customer has sent back an item(s) through the mail, issue an immediate credit once the carrier is in possession of the merchandise.

Criteria's Needed for Adjustment:

* Applies only to orders sent via mail: Happy Returns prepaid label option or out of pocket returns

* Use the tracking number to determine if the carrier is in possession of the package

* If in possession, adjust the item(s) returned and include the tracking number in the memo

* Package(s) showing the return to sender also apply for immediate credit

Exclusion:

* If the tracking number only shows label created, the customer must wait until there's a carrier scan

* DOes not apply to the return bar; customers must wait 5 business days from the approved stamp for credit

COUPON ADJUSTMENT

If a customer forgets to add coupon, we will honor the code only if notified within 24 hours from submitting the order.

Criteria's Needed for Adjustment:

* Check for any memos to see if the customer called in within 24 hours of submitting the order

* Review the order to see if any coupons were applied

- Only 1 coupon allowed per order

* Verify if the order meets the requirements of the coupon

* EP: Leave an operator reminder for your supervisor if the order is inprocess

* iQor: Leave a No Callback Memo if the order is inprocess

* A discount on coupon adjustment will be done if the order is processed

- Memo the code and description of the coupon

NON-RECEIPT (DELIVERY SCAN)

If a customer has claimed a second lost package within 12 months, advise no future adjustments will be made.

Steps of non-receipts:

* Follow the normal non-receipt procedures for the 1st package

- Requires affidavit

- Police report required for orders of $200 or more, multiple misdelivered packages totaling $200 or more within 60 days, and for deliveries with picture proof provided by the carrier.

* For a 2nd non-receipt procedure

- Requires an affidavit and police report if applicable

- Inform NO refunds (of non-receipt) will be issued on future orders

All claims are subject for review. Affidavit does not guarantee refund. Must be received within 60 days of shipment date.

Save The Sale!

Should a customer threaten to cancel their order, let's ensure we are doing our best to save the order from being cancelled.

Example: the coupon did not apply, let's go ahead and honor the coupon

Example: Shipping is too high, lets honor free shipping

Example: Back order item did not allow customer to meet the requirement for the coupon to apply, lets honor it for the customer 

Ensure to notate the customer's file. 

Effective immediately: Save the sale when backorder does not apply towards a coupon

1. Using the Coupon Manager, check for a similar coupon that does not have a dollar requirement

2. If no similar coupon is found, Locate a better coupon in the coupon manager

3. When NO coupons apply to the order, offer free shipping (Use the Cash Box)

Report Sold Out Items 

To help improve customer experience and track popular but sold out items, all agents are now required to report sold out items. 

Start using our new closing spiel 

Delivering Exceptional Customer Service 

“Is there anything else I can assist you with today?” 

“Mr/Mrs **CustomerName** In the next 48 hours, you'll receive an email survey about today's call and your views on our company. We'd really appreciate your feedback."

"Thank you for calling ***Insert Brand Name***" 

“We appreciate your business and look forward to speaking with you again!”  

This can be modified but expressing appreciation for the customer must come through. Be reminded that this is suggested scripting based off of the scenario taking place. 

Sending Service Failures Back 

Objective: Requesting a label when Happy Returns is not an option for a customer to return a service failure item(s). 

Always offer:

Ø  QR or Express Code and provide the return bar location of the customer’s choice

or

Ø  Send the customer an email to their inbox with a USPS label

(The customer must print the label, package the items(s), and take it to the USPS)

Last Resort: If the customer declines using the Happy Returns portal, and the amount paid is greater than $10.99:

Ø  The customer will need to fax OR mail in a copy of the receipt for analyst review.

o   Fax # 1-866-810-8749

o   Mail to: 500 S Mesa Hills Dr, El Paso, TX 79912

Ø  If the amount is under $10.99 a postage adjustment can be made under Order Options, with no receipt required.

If the customer is willing to pay the out-of-pocket expense, advise the customer to return the merchandise using USPS Standard Delivery

IMPORTANT

Service Failures Accepted

ü  Wrong Item Received

ü  Damaged (for soft goods only)

ü  Missing Pieces

Non-Service Failures:

X   Exchanges (no refunds for out-of-pocket expenses to send an item back)

X   Did not like material, color, or fit

X   Fit: Too big, too small, too long, too short, etc.

X   Over 60 days

X   Any Disabilities

Adjustments will only occur if there is a memo of a service failure on file.

No Memo = No Adjustment

Shipping Delay Notice

Scripting for customers:

We are currently processing orders in the sequence they were placed. Please be assured that our team is working diligently to ensure that everything is shipped out in a timely manner. Kindly allow an additional 5 business days to receive updated tracking information for online orders. We appreciate your understanding and patience.

Agent Knowledge: (DO NOT READ TO CX)

Please be aware that online orders are being loaded into the mainframe a little at a time. Some will not show in GUI, but you can still search it through OOBO.

***Do NOT reorder if the customer submitted an order via online/survey form from 1/12 - 1/19***

GUI DOWNTIME SPIEL

This scripting is not required to be read on every call. It should only be used if customer has specific questions about their order or anything that requires an agent to utilize GUI/system while the system is down. Agents should assist our customers on "Placing an Order"(via OOBO or Manual Order Form) and for any "General Inquiries" (FBB Website can be utilized and other resources/materials).

At (Insert brand name), we are committed to enhancing your shopping experience. To achieve this goal, we'll be upgrading our systems from January 12th to January 19th, 2024.

During this period, there will be a temporary delay in the processing and shipping of orders, with after-purchase services like order status, shipment tracking information, and all Member Reward information being temporarily unavailable.

We understand the inconvenience this may cause and genuinely appreciate your patience and understanding throughout this upgrade process.
Rest assured, all adjustments, order details, and Member Rewards information will resume on January 19th. We eagerly anticipate delivering an even better shopping experience once these enhancements are complete.

Click this image for the Manual Order form
https://survey.iqor.com/forms/load?form_idx=frm.201020101147

GUI DOWNTIME REMINDERS

Maximize Sales opportunities by processing orders in OOBO for customers with active email addresses.

EP Transfer will be unavailable.

Downtime Spiel is not verbatim, excluding MRP on the script if needed and should only be utilized during this DT Period.

PLCC Payment Options: 

Customer can locate their PLCC Number using their Account Wallet.

If not available, select “Charge to PLCC” for Payment option in the Manual Flex Form.

Shipping Options

Express shipping Options will still be available up until Jan 11 2024, 4:00PM ET Standard time.

All Orders made after 4:00PM ET  - Express shipping will not be available. Standard Shipping will apply.

Return Order

Customer will receive an email with the return details, agents can ask to provide an Order confirmation number and Billing Zip Code

Agents should use Happy Returns Dashboard to check the Return Order status using these information.

Order Tracking

View the Order Status/Track My Order by checking using their OOBO Access/FullBeauty Website.

On the lower part of the Website Page: Under My Account, select  - Order history or Track my Order

Use OOBO for order history at the bottom of the website.

All OOBO orders would not be sent to warehouse during down time. 

Processing Return Credit Due for partial refund status shown in Happy Returns Dashboard. Global E can process credit, requires memo.

Here is the suggested Memo :

Express Code 

No credit issued on LN# by Returns bar

CX returned all items tagged in the express code at (Returns Bar Location)

Please use the template below when raising "any GUI issues" to avoid back and forth questions from I.T

Issue Experienced:

Total HC login:

Total HC affected:

Issue start time:

Issue resolve time: (ongoing if still unresolved)

Resolution/work around: 

Impact: (Production/Performance or both)

Site affected:

Sample template if they encountered Call Disco or Line Issue

CXone Contact ID: 

Agent Domain ID: 

Date/Time: 

Call started: 

Call disconnected: 

Source number/ANI: 

Destination number/DNIS:

Location: 

NON-RECEIPT LETTER | AFFIDAVIT

Let's remind our representatives to: 

• Look at memos before requesting an already pending affidavit

• The agent has the ability to email/mail the affidavit on GUI

*Only time to send to a Carrier Clerk Memo is when they ask for mail form and when they have email on file.

Order Letter

Single Invoice Facsimile (Copy of Invoice)

This will send out a single invoice, through the mail, for the order the customer is requesting.

Multiple Invoie Facsimile

This will send out all invoices, through the mail, on purchases done within the year.

Non-receipt Letter

This will send out an affidavit letter to the email on file or if there is no email on file the customer will receive the affidavit through the mail. 

Important Information:

• Follow the normal delivery package process.

• Leave a regular memo to include:

- Invoice Number

- Tracking Information

- Delivery Date

- Package Number

• Affidavits should not be sent out past the 60 days from shipment, a signature or picture proof is showing on the carrier website.

• Invoices/affidavits sent through the mail will arrive within 7-10 business days through USPS.

• For non-receipts letters, if the email on file is not current/correct, please leave a carrier clerk memo for the affidavit to be sent via USPS.

STEPS TO LOGOUT

Please note that every after of our shift we all have to logout our GUI properly by following the simple steps on the picture above. This is for us to avoid any problems with the said tool, especially its performance. 

UPDATED SCRIPTS:

Gift Card Prompt 

Make your holiday special by sending an FBB gift card to your loved ones. What amount can I get for you? 

Revised from… Make your holiday special by sending an FBB gift card to your love ones. What amount can I get for you? 

Express Prompt 

Wrap your gifts in time for the holidays, enjoy your delivery as early as (date) by express shipping your order for just $11.99. 

Revised from…"Mr./Ms. [Customer], would you like to elevate your (holiday) shopping experience and enjoy swift delivery as early as [Date] with express shipping, available for an extra $11.99?" 

Customer Choice 

Enjoy 20% off an additional item of your choice, our gift to you, what is your item number? 

Revised from… As a thank you for being our valued customer this holiday season, were excited to offer you an exclusive 20% discount on any item of your choice! Is there something special you've had your eye on? 

Note: For Customer's Choice, we would still go with the initial script of offering a different color of the item that the customer initially ordered then follow up with this rebuttal (Holiday Script) if they initially declined.  

Effective immediately, agents are to transfer the call to EP Customer Service for possible non-manifested order on the 21st day from the ship date. 

If it has passed 7-10 business days from the shipped date, agents are to educate the customer that their order is on the way and to call back on the 21st day from the shipped date. 

Advise our agents not to transfer the call when tracking shows "Label Created" and order was shipped out for more than 10 business days.