Qbot - QBot Alerts

Updates: List of January to October 2024 Coupon & January to First of December 2025 Codes, Catalog Viewer (03/23/2026), and Qbot Alerts (03/11/2026)).

Check it out!

PLCC Updated Script – FullBeauty Brands

SAVE $30 (min $35) + $10 Reward Later
Offer Period: 3/9 – 3/24/26

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE $30 OFF TODAY’S ORDER. YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

ACCEPT

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

THIS GREAT OFFER IS ENDING SOON. IF YOU DO ACCEPT THE CARD, YOU’LL GET FREE STANDARD SHIPPING 4 TIMES A YEAR FOR QUALIFYING PURCHASES OVER $75, PLUS A SPECIAL BIRTHDAY OFFER, AND YOU’LL EARN REWARD POINTS EVERYTIME YOU USE YOUR CARD. WOULD YOU LIKE TO ACCEPT?

03/2/26

To ensure we provide accurate and timely updates to our customers, please review the step-by-step process below for locating and reviewing customer claims in Route.

This guide walks you through exactly how to access claim details and view the same information the customer sees.

How to Locate and Review Customer Claims in Route

Step 1: Access the Route Claims Portal
Go to: https://claims.route.com/

Step 2: Search for the Customer’s Claim

Enter the customer’s email address (as listed in GUI).
Enter the order number using the following format:
Order Number – Invoice – 00
Example: 12345678910 – 0123456789 – 00
Click Next.

Step 3: Open Claim Details

• Look for the correct invoice.
• Click “View Claim Details” at the bottom of the invoice.

Step 4: Review and Provide Updates

On the Claim Details page, you will see:
• Claim Status – Shows the current status and next steps
• Claim Summary – Provides an overview of the customer’s issue
• Additional Details – Includes customer comments or supporting info
• Refund Preference – Indicates how the customer wishes to receive the refund

Use this information to give clear, accurate updates when assisting customers with their claims.

2/20/26

UPDATES ON ROUTE

For all Non-Receipt, Damaged, Omitted, and Not Manifested claims with Route Protection, the customer must be referred to Route for any information or how to proceed.
For all Non-Receipt, Damaged, Omitted, and Not Manifested claims without Route Protection please see updates below:

NON-RECEIPT TOTAL  (A50)

- - - - The customer may submit one (1) non-receipt claim (Affidavit Process still applies)
        After the first approved non-receipt claim, analysts will send a notification letter to the customer.
        The letter will clearly state that no refunds will be issued for any future non-receipt claims.
        The letter will also include the Route option as a possible alternative for future orders.

OMITTED ITEM (A52)

Omitted item claims will be sent to an analyst queue for reviewwhen the package was sealed and no additional item was received.
The analyst will review and compare the package weight in MOD4 to the recorded weight in OP34.
Based on the weight comparison, the analyst will determine whether a refund is owed.
The claim will be resolved within 24–72 business hours.
The analyst will leave a memo documenting the action taken.

CHARGED, NOT SHIPPED (A72)

The customer is required to allow 10 days from the shipment date for the tracking to update.
After 10 days, packages with a status of “Tracking Number Not Found” or “Label Created” and no carrier scan will be sent to the analyst queue.
The analyst will determine whether an adjustment is owed.
The claim will be resolved within 24–72 business hours.
The analyst will leave a memo documenting the action taken.

2/20/26

ROUTE EXCHANGE/REPLACEMENT ORDERS FILE

Route Protection is placing exchange and replacement orders.
Please always check this file before placing any exchange or new order when a customer states they requested an exchange or replacement through Route. This will help avoid duplicate orders being placed.
The PID for this file is 25293-1506-1200.

1/5/2026

IMPORTANT UPDATE!!!

Hi Team, Please see pulse script below will run from January 6 - January 15, 2026. PLCC Updated Script – FullBeauty Brands SAVE $25 (min $30) + $10 Reward Later plus FREE SHIPPING OFFER 1/6 - 1/15

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE $25 OFF PLUS PROVIDE FREE SHIPPING ON TODAY’s ORDER. YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER? ACCEPT THANK YOU.

TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

12/9/25

PLCC UPDATED SRIPT

Team- We will be running this script from 12/9/25 - 12/15/25. Let's make sure our agents are utilizing our PLCC updated script

PLCC Updated Script – FullBeauty Brands SAVE $30(min $35)

+ $10 Reward Later

OFFER 12/9-12/15

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN PLATINUM CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE $30 OFF TODAY! YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

11/26/25

PLCC UPDATED SRIPT

Team- We will be running this script from 12/9/25 - 12/15/25. Let's make sure our agents are utilizing our PLCC updated script

PLCC Updated Script – FullBeauty Brands SAVE $30(min $35)

+ $10 Reward Later

OFFER 12/9-12/15

PRE-APPROVED

INITIAL CONTROL

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

11/26/25

Gift Card Prompt

Attention Team:

The Gift Card Offer will prompt in the next couple of minutes. Please be ready to present this offer enthusiastically.

11/11/25

PLCC Updated Script – FullBeauty Brands SAVE $25(min $30)

+ $10 Reward Later

OFFER 11/14-11/24

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN PLATINUM CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE $25 OFF TODAY! YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

10/27/25

Attention!

Customers with Massachusetts billing address will no longer have MRP prompts in the GUI.

10/15/25

PLCC Updated Script – FullBeauty Brands SAVE 20%

+ $10 Reward Later

OFFER 10/17-10/22 2025

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN PLATINUM CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE 20% OFF TODAY! YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

10/15/25

Drop Ship

The memo must include:

-Invoice Number

-Line Item

-Customer's Email

-Return Tracking Tracking (REQUIRED FOR RETURN)

Only Vendor Addresses Displayed In GUI Should Be Provided To Customers (Do Not GOOGLE Address/Phone Numbers)

10/09/25

HAPPY RETURNS ADMIN PORTAL

DO NOT PROCESS any adjustments on the Happy Returns Admin Portal.

Adjustments SHOULD ONLY be done in GUI.

10/02/25

Attention:

For new PLCC offer of $30 off on today's order not reflecting on the customer’s order. We can leave No Callback Memo to adjust the $20 owed as per El Paso.

9/16/25

REMINDER:

We can provide an email to a customer when a discount on a damaged hard good item over $50 is declined.

brylanehomeclaims@fbbrands.com

Please continue to follow the SOP and offer up to a 30% discount.

If the customer declines the discount, and claiming damage on a hard good item that is over $50, the customer MUST be directed to email pictures to brylanehomeclaims@fbbrands.com only after the discount has been offered and declined.

ITEM MUST BE $50.00+ NOT THE ORDER TOTAL

PICTURES AND DETAILS must be included in email!

The more details (Invoice/order#, Name, Address, Concern) a customer includes the better and faster we can assist them.

Always offer up to a 30% discount. If customer declines discount, please memo the account and refer to brylanehomeclaims@fbbrands.com.

Please DO NOT MAKE ANY PROMISES, DO NOT ADVISE CUSTOMERS THAT A CREDIT WILL BE ISSUED WITHOUT A RETURN OR THAT THEY CAN DISPOSE OF THE ITEM!

A resolution will be determined after the claim is reviewed.

*Please advise they will receive a response within 5 business days of receiving their email.

9/12/25

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.

8/22/25

The newest GUI update is now live.

The Woman Within Loyalty Club and Catherine’s Perks will display as a required prompt after the Customer Choice.

Please remember this is a QA requirement and must be offered.

If the pop-up appears in any other brand, please be sure to select ‘No’ and continue like normal.

8/18/25

Announcement: Don't forget!!! Earn some extra cash!!!

The limited time offer will end on August 23, 2025!

Roamans: Long Sleeve Kate Bigshirt

Objective: To drive sales of the Long Sleeve Kate Big Shirt through promotion and customer

engagement, with a performance incentive of $1 earned for each qualifying shirt sold.

➢ Agent: “I am happy to honor the 20% discount on a different item of your

choice! Which item number would you like?”

➢ Customer: “No thank you, I don’t really want anything else.”

➢ Agent: “I completely understand if you're not looking to purchase

anything at the moment. However, I did want to mention a great

inventory blowout that might interest you. On page XX, the Long Sleeve

Kate Big Shirt at your current listed price that you now see, I can offer it

to you for just $14.99”

1. Use the media key to identify which catalog the customer is referencing, then guide them to

the appropriate page number for the item.

Media Key Page Current Price Book Active Date

0669 72 $24.99 RC 4/28/2025

0047 74 $24.99 AJ 5/12/2025

0670 90 $19.99 RD 5/12/2025

0832 88 $24.99 VR 5/19/2025

0684 60 $24.99 RR 5/19/2025

0945 84 $27.99 YT 5/26/2025

0686 98 $27.99 RT 6/2/2025

0685 96 $24.99 RS 6/2/2025

0705 81 $24.99 SB 6/9/2025

0676 34 $20.99 RJ 6/16/2025

2. If the customer accepts the offer, click the Continue Shopping icon. In the Product Lookup

field, enter item number 0530-30637-0392. Confirm the desired size and color, then add the

item to the cart.

3. Once completed, send the confirmation to your supervisor. The information will then be

submitted to Learning & Development for further review.

This limited-time offer begins now and should only be presented

after the customer choice. The suggested script above may be

used as a guide but does NOT need to be VERBATIM.

7/10/25

Team,

Please note: If a customer is having issues logging into King Size via their mobile.

We currently have a coupon code available: KSETICKTOCK.

If a customer calls in experiencing issues, apologize for the inconvenience and let them know we’re aware of the issue. If you are unable to apply the coupon on your end, please notify your supervisor with an operator reminder so the coupon can be honored manually.

Thank you all for your continued dedication and excellent customer service.

07/09/25

MEMBER REWARDS ENROLLMENT

A Compliant Call Must Include

Free 30-day trial (KS is a 30-day trial for $1.99

That they can cancel the program

$16.95 each month automatically, unless they cancel

Where they are being charged-account used on today's purchase

Providing Customer Service Number ONLY

(DO NOT PROVIDE ANY EMAIL)

07/08/25

PROCESS UPDATES

Affidavit (Carrier Clerk Memo) | No Call Back Memo | Operator Reminder Memo

Affidavit Submission Update (Carrier Clerk Memo)

Customers can now send their SIGNED Affidavit to this email address fullbeautyaffidavits@fbbrands.com

Agents must include their memo that they provided the affidavit distro in case of any callbacks form the customer

Example:

INV# 123-456-789

TRKING # DEL DATE

CX DID NOT RECVE THE PKG

SEND T AFFIDAVIT TO EMAIL ON FILE AND PRVDED AFFIDAVIT DISTRO

To honor the sale price for back-order items that were part of a Deal Promotions

* This is ONLY meant to be used for saving the sale.

Offshore will send a No Callback Memo
Domestic (EP) will send an Operator Reminder Memo

Example:

Buy 3 for $11 | Buy 1 get the 2nd 50% | Buy 2 or more $ 12.50 each etc..

07/08/25

PLCC Updated Script – FullBeauty Brands SAVE 40% (minimum purchase $35 - $10 later) OFFER 7/8-7/15

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE 40% OFF TODAY. YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

06/27/25

PACKAGE PROTECTION PROCESS UPDATE:

Agent has to inform the customer about the package protection being added to the OOBO order.
If customer agreed, we can leave the package protection in the order.
When the customer declined, the agent has to remove if from the order.
Agents need to click "REMOVE" the Package Protection under Order Summary.
The website automatically adds the feature into the order during check out process.

06/26/25

OOBO Automatic Package Protection Reminder!

The agent has to inform the customer about the Package Protection being added to the OOBO order.

We can leave the Package Protection in the order if the customer agrees.

When the customer declines, the agent has to remove it from the order.

The website automatically adds the feature into the order during check out process.

06/23/25

IMPORTANT NOTICE:

DO NOT OFFER Route Package Protection!

If you encounter this prompt, please disregard until further notice.

Once this is ready to be rolled out , we will communicate the next steps and timelines.

06/16/25

Roamans: Long Sleeve Kate Bigshirt

Objective: To drive sales of the Long Sleeve Kate Big Shirt through promotion and customer

engagement, with a performance incentive of $1 earned for each qualifying shirt sold.

➢ Agent: “I am happy to honor the 20% discount on a different item of your

choice! Which item number would you like?”

➢ Customer: “No thank you, I don’t really want anything else.”

➢ Agent: “I completely understand if you're not looking to purchase

anything at the moment. However, I did want to mention a great

inventory blowout that might interest you. On page XX, the Long Sleeve

Kate Big Shirt at your current listed price that you now see, I can offer it

to you for just $14.99”

1. Use the media key to identify which catalog the customer is referencing, then guide them to

the appropriate page number for the item.

Media Key Page Current Price Book Active Date

0669 72 $24.99 RC 4/28/2025

0047 74 $24.99 AJ 5/12/2025

0670 90 $19.99 RD 5/12/2025

0832 88 $24.99 VR 5/19/2025

0684 60 $24.99 RR 5/19/2025

0945 84 $27.99 YT 5/26/2025

0686 98 $27.99 RT 6/2/2025

0685 96 $24.99 RS 6/2/2025

0705 81 $24.99 SB 6/9/2025

0676 34 $20.99 RJ 6/16/2025

2. If the customer accepts the offer, click the Continue Shopping icon. In the Product Lookup

field, enter item number 0530-30637-0392. Confirm the desired size and color, then add the

item to the cart.

3. Once completed, send the confirmation to your supervisor. The information will then be

submitted to Learning & Development for further review.

This limited-time offer begins now and should only be presented

after the customer choice. The suggested script above may be

used as a guide but does NOT need to be VERBATIM.

05/29/25

COUPON INFO FOR SURVEY (In case customers will call)

We are launching a survey today for all brands. At the end of the survey we are displaying a thank you coupon.

In case some customers do not write it down/screenshot, they might call. Here is the info:

25% off your order and get free shipping when you spend $50+

Use code HZBL-SK7N-6SVQ-VBLN (Write it down)

Disclaimer: Discount applies to subtotal only. Free shipping applies to standard shipping only, not including any additional shipping surcharges. Shipping upgrades are additional. Not applicable to gift cards, prior purchases or when ordering from a catalog. Returns credited at the discounted price. May not be redeemed for cash and cannot be combined with other offers. Valid online only. Does not apply to clearance, final sale, Catherines Perfect Price Collection, June & Vie One and Only Tees, Jessica London Leather, One Day Sale items, and third party merchandise. Additional exclusions may apply. All items marked as final sale cannot be returned or exchanged. Expires in 30 days.

Note we will close the survey no later than Tuesday June 3rd.

05/27/25

NO CALLBACK MEMO

You will create a No Callback Memo when:

Mail a copy of an invoice not visible on GUI

To cancel the Fullbeauty Shopper's Club membership, Woman Within Loyalty Club & Catherines Perks

Adjust pricing on an exchange if pricing does not match the original order

Refund a canceled CASH backorder

Honor discount for opening PLCC if unable to add to open order

Adding a promotional code if calling within 24 hours of keyed date

Resend a free gift that was missing on original order

Requesting the ultimate removal of catalogs

Update the email address on file

Merging duplicate customer files
Customer is upset about Return Shipping Fee $10.99 (Service Failures) NCB if Return Postage/Postage adjustment $10.99 cannot be calculated correctly on GUI.

05/16/25

Woman Within Loyalty Club vs Member Rewards

05/09/25

Effective Immediately

Total amount/confirmation number may be provided ONLY upon request

05/09/25

05/08/25

Sending a Physical Pre-Paid Label

To qualify for a Mailed Return Label, 3 factors MUST be met:

Service Failure
The nearest Happy Returns location is over 10 Miles
No Printer

Once these factors are met, the agent must generate an Express Code for the items and create a Carrier Clerk Memo. This will be followed for all brands except for BH when a mixed shipment occurred.

Note: Always make sure to exhaust normal Happy Returns methods first.

04/28/25

INITIAL CONTROL
GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE 25% OFF TODAY. YOU'LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

ACCEPT
THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL
THIS GREAT OFFER IS ENDING SOON. IF YOU DO ACCEPT THE CARD, YOU'LL GET FREE STANDARD SHIPPING 4 TIMES A YEAR FOR QUALIFYING PURCHASES OVER $75, PLUS A SPECIAL BIRTHDAY OFFER, AND YOU'LL EARN REWARD POINTS EVERYTIME YOU USE YOUR CARD. WOULD YOU LIKE TO ACCEPT?

04/28/25

Eco Ship Operator Reminder: B/O Inprocess Template

Cancel Eco Ship & Keeping Items

Memo: Conf. XXXXXXXX; Cx wants available items & B/O, please cancel eco ship.

Cancel Eco Ship & Cancel B/O

Memo: Conf. XXXXXXXX; Cx wants to cancel eco ship, ship avail item, & cancel B/O item.

Cancel Eco Ship & Cancel Entire Order

Memo: Conf. XXXXXXXX; Cx requests to cancel eco ship and full order.

Eco Ship: Additional Information

Open phone orders can be edited to deselected eco ship

Express Delivery may be offered

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

Eco Ship packages will remain inprocess until shipped

Add an Operator Reminder for the B/O In Process Queue to CANCEL the Eco Ship option

Use Template Provided

04/28/25

Correct Free Shipping Code

The Jessica London YB-0927 catalog printed with the incorrect JL coupon code JCYB50 on the inside coupon code details, missing the letter "L". The correct code is JLCYB50 is shown on the front and back cover of the catalog. Catalog is active and in-home on Monday 4/28/25.

04/09/25

PLCC Update

Free Shipping on current order will ONLY be offered on rebuttal and NOT on initial offer.

If the customer agreed, we can waive shipping using CASHBOX.

04/09/25

CATHERINES ALTERNATIVE ITEM

Our front cover feature color, "Dusty Pine" in style 03-25747 3-Piece Lace Gala Pant Suit, will be almost sold out when the AA and YD books are in home 4/21.

For customers reaching out about the style, you can recommend the color "Sage" as a similar color option. We are well stocked in this color.

04/04/25

Effective immediately!

Woman Within Loyalty Club

Script
"Mr/Ms/Mrs XXX, want to save more on shipping? Join our Loyalty Club and you can enjoy a flat-rate standard shipping on every order placed with Woman Within, whether you shop once or 100 times, your shipping cost never changes! Your $24.99 membership can pay for itself after just an order or two! Just check out with WomanWithin to get your $4.99 standard shipping. Let's sign you up today so you can get an instant saving on this order!"

Terms and Conditions:
By Adding to Bag and completing your purchase, you're enrolling in Woman Within Loyalty Club and you agree to the Automatic Renewal. Automatic Renewal Details: Your Woman Within Loyalty Club subscription is set to auto-renew each year. The subscription fee will be charged to the payment method on record unless you opt to cancel. Cancellations are processed through 'My Account' or via our customer support. Continued use of this membership confirms your agreement to our Terms of Use and Privacy Policy. For more information, go to www.womanwithin.com

This is a QA requirement.
The loyalty club must be presented on every order call after the express prompt in GUI or on the shipping screen online.

04/03/25

Gift Card Prompt

04/02/25

Dia|SHOP & CUUP Customer Service

For Dia|SHOP and CUUP inquires, such as placing an order or customer service concerns, please provide the phone numbers below:

Dia|SHOP : 1-888-342-0017

CUUP: 1-844-418-2887

Hours of Operations

Monday - Friday

8:30am - 8:30pm EST

03/25/25

PLCC Updated Script

FullBeauty Brands Take 30% off (minimum purchase $35) OFFER 3/25-4/1

PRE-APPROVED

INITIAL CONTROL

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN CREDIT CARD. WE ARE RUNNING ONE OF OUR BEST OFFERS EVER: IF YOU ACCEPT, I CAN TAKE 30% OFF TODAY. YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. WOULD YOU LIKE TO ACCEPT THIS OFFER?

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?

ACQUISITION CONTROL

03/20/25

Eco Ship Update

Open phone orders can be edited to deselected eco ship
Express Delivery may be offered

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

Eco Ship packages will remain inprocess until shipped
Add an Operator Reminder for the B/O In Process Queue to CANCEL the Eco Ship option

* Provide a confirmation number in the Memo

03/06/25

Happy Returns Admin Portal

DO NOT PROCESS any adjustments on the Happy Returns Admin Portal.

Adjustments should only be done in GUI.

02/24/25

NEW GUI UPDATE

You can now utilize the drop ship operator reminder to request information regarding third-party merchandise.

* Requesting shipping status of a 3rd party item

* Return status of a 3rd party item

* Cancelation request of a 3rd party item

DO NOT SEND REQUEST TO THE SALES RECOVERY MEMO

Drop Ship

* The memo must include:

= Invoice Number

= Line Item

= Customer’s Email

= Return Tracking (REQUIRED FOR RETURN)

= What information is needed to be updated

- Does the customer want to know when it will ship out

- Does the customer want an update of tracking information or delivery date

- Does the customer want to cancel Item if not shipped out

- Are they checking on a return

* The customer will be contacted as soon as the information is obtained

* If no email is provided, a memo will be left on the customer's file once completed

NO VENDOR INFORMATION SHOULD BE GIVEN TO THE CUSTOMER, THIS WILL BE MONITORED

02/07/25

Klarna

02/7/25

Affirm Temporary Card

01/30/25

Woman Within Loyalty Club

01/29/25

OE Calls: New Address Verification

If the call ani-pops: Agents give greeting and ask for name and zip code. Not verifying the address
If no ani-pop: Agents ask for the yellow box and verify name and zip code. Not verifying the address

At the shipping step in the checkout process: Agent advises customer, “we will be shipping your package to the Dennis Babjack address?”

Customer will agree or advise to change to a different address, agent can click on the “Ship to Address”

01/02/25

Ultimate Kill Process | Web

Where to process Removal from Mailing list online?

1. Scroll to the bottom and click " Privacy Policy"

2. Scroll to the near bottom of the page and click the hyper link highlighted

3. Agents will be routed to the Consumer Request Form

Under the Consumer Request Form

If the agent(s) will process Ultimate Kill on behalf of the customer, is he or she allowed to input his/her personal information?

Answer:

Agents can do it as long as the customer agrees to it via email or phone call.

Reminder:

This is NOT mandatory for agent(s) to give his or her email address and phone number.

11/27/24

New Online Payment Options

Venmo, Affirm, Apple Pay

Reminder:

When assisting customers who choose one of these payment options, you can help by managing their cart—adding or removing items, updating the shipping address, and guiding them to the checkout process. Please note, however, that customers will need to log in to their Venmo, Affirm, or Apple Pay accounts to complete the payment on their end.

11/12/24

Sale Price Adjustment Process

11/12/24

Eloquii Customer Service

For Eloquii inquires, such as placing an order or customer service issues, please provide the phone number below:

1-844-693-5678

Hours of Operations for Eloquii:

Monday through Friday

9:00 AM - 5:00 PM EST

11/06/24

3rd Party

PalmBeach Jewelry

-By SETA

Do's

* Treat the item(s) as FBB products

* Adjustment

-Damage

-Miscellaneous Merchandise

-Postage

-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

-Phone Number

-Email

* Advise to Chat Seta/Palm Beach

11/06/24

11/05/24

Starting Today: 9:00 PM EST | 10:00 AM LOCAL

New Gift Card Offer Requirement!

📋 QA Reminder:

All orders must include an offer for gift cards via the GUI system. This offer will automatically pop up after we present the Customer Choice.

💸 But Wait, There’s More

If the customer declines, we have a special rebuttal option to offer 10% off on the gift cards – let's make it irresistible!

Let’s Make Every Customer Feel Valued!

Offering this option is now part of our Quality Assurance standards, so remember: Offer. Rebuttal. Done!

💡 Let's keep our commitment to customer care by offering these thoughtful additions!

Notes:

* Always read the rebuttal and emphasize the 10% discount on our gift cards.

* E-GC in GUI will not populate if there is a Gift Card in Cart already.

* E-Gift Cards are final once added to the cart. So, ALWAYS ensure the details are correct/exact prior to adding to the cart.

* Gift Card Offer comes up ONCE during the call, so if the customers change their mind at the later part of the call, it would be offered again in their next order.

* Physical Gift Cards will be mailed to the recipient via First Class Mail within 5 business days of purchase.

* E-Gift Cards will be emailed to the recipient 2-3 business days after purchase.

10/24/24

ONLINE UPDATE: New Checkout Look

10/22/24

MRP Reminders

10/15/24

Ultimate Kill Request can only be sent after multiple remove from mailing request was found in the audit trail, but the caller still receives them after 90 days.

Agents are only to leave a No Callback Memo for Ultimate Kill for reasons such as below :

Deceased Customers - only request for Ultimate Kill if caller has requested multiple times to be removed but caller still receives it after 90 days.
Agents should look into Audit trail for previous removal requests.
Customer has requested multiple Remove from mailing list however they still receive the catalogs after 90 days
Escalated issues (only Sup Memo)

10/14/24

Return Label Adjustment Procedure

For situations where the agent was unable to use the Return Label Adjustment code or was unable to charge the $10.99 fee because sales tax had been added to the total.

Important Note: You will no longer submit the No Call Back Memo for Return Label Fee Adjustment.

10/14/24

Return Label Adjustment Procedure

For situations where the agent was unable to use the Return Label Adjustment code or was unable to charge the $10.99 fee because sales tax had been added to the total.

Important Note: You will no longer submit the No Call Back Memo for Return Label Fee Adjustment.

10/11/24

Echo-Ship

Customer requests to cancel Eco-Ship

*B/O Operator Reminder

10/11/24

Avenue Credit Cards

***You may see an increase of calls for Avenue Credit Card***

- Credit cards can no longer be used!

*Advise to destroy all credit card*

- Avenue Rewards Certificates have been extended for an additional 60 days beyond the date shown on the certificate

- Returns were extended from 30 days to 60 days for legacy Avenue orders

- For Avenue Credit Card Holders

Fullbeauty has a special limited time offer

* $30 off their first purchase of $35 or more

* Must be placed on the new FB PLCC and valid one time only

* If the credit fails to apply, leave a request with the confirmation number for an adjustment

Offshore: Leave a No Callback

Domestic: Leave an Operator Reminder for your supervisor

Returns Avenue

- Only returns confirmed to have reached our warehouse within 60 days will be accepted.

- Credits will be generated in the form of a Gift card

- Create a customer profile in GUI

- Use the order history to determine the items returned

- Submit a No Callback with the following

* Customer Full Name

* Customer Email used during checkout

* Legacy Avenue Order Number

* Products Name and Price

* Return Tracking Number

Allow 3-5 business days for completion.

Any missing information may cause delays in issuing credits and will be notated.

10/11/24

CATHERINES PERKS INCENTIVES UPDATE

As we prepare for our Catherines Perks offers, we will be using MS Forms to track the agents' accepted offers. Please advise our agents to enter the information on the same day the offer is accepted and ensure that only valid offers are entered. Otherwise, it will not be included in the report and payout.

MS Form: https://forms.office.com/r/VepdCEUvfX

Catherines Perks $2 dollar per sign up Oct 13 - Nov 02, 2024

Get $1 dollar for every "Source Code" validated Orders Oct 13 - Nov 02, 2024

WOC Proposal for entire Q4 starting Oct 13, 2024

10/11/24

Where can we/customers locate the Source Code?

The source code is found in the flyer. It consists of 6 digits inside the blue box like where the arrow is pointed above.

10/10/24

CATHERINES PERKS INCENTIVES

Catherines Perks $2 dollar per sign up Oct 13 - Nov 02, 2024

Get $1 dollar for every "Source Code" validated Orders Oct 13 - Nov 02, 2024

WOC Proposal for entire Q4 starting Oct 13, 2024

10/02/24

Reminder:

Reminding everybody to open FBB tools to firefox that can also be found on our Employee Portal. This is for us to avoid issues where agents are not getting any offers. Also to capture correct sales and correct customer details.

FBB Tools:

*GUI *Happy Returns *OOBO * Global-E * Helpscout

10/02/24

Great news! We can now see the customer's Totals Orders and Total amount spent with us!

Use this information to capitalize on sales, we can do a strategic approach that takes advantage of this information to improve customer experience, retention, and sales.

Here are some tips on how to use this information:

1. Categorize Your Customers

High-Value Customers: Those who have spent the most in your store.

Frequent Buyers: Customers with a high total order count, even if their total spending isn't the highest.

Loyal, But Low Spenders: Customers who frequently purchase small amounts.

2. Personalized Offers

For High-Value Customers: Highlight exclusive deals or loyalty rewards (like PLCC and MRP benefits) to encourage further savings and purchases.

For Frequent Buyers: Create targeted offers like "Buy One, Take One" deals or discounts based on order history to increase order size.

For Low Spenders: Offer limited-time promotions and benefits of PLCC and MRP to encourage bigger purchases.

3. Cross-Selling and Upselling

Use purchase history to recommend relevant products that complement past purchases. Offer discounts or deals to encourage these sales.

By understanding our customer base and applying these strategies, we can boost sales and improve overall customer satisfaction.

Happy Selling!

10/01/24

AHT Saving Tips

Same flow to follow when confirming/verifying the address.

Ex: "Do we still have you at..." or "your address is..."

Note:

Whenever the customer says "NOT Anymore", then edit the address under "edit customer".

If the customer wants to ship the order to a different address, the address should be changed to the shipping screen.

*No need to re-confirm the shipping/delivery address when you are at the shipping screen during checkout.

09/30/24

Reminder!

Agents are to provide/include Express Codes or Return Tracking Numbers as an increase in Memos not including it has been noticed...

09/24/24

Brylane Home Updates:

6 Brylane Home Studio Bath items that are transitioning to a new and improved style.

Instruction:

If a customer calls and we cannot fill at the color or style level, please have the refer to the new styles to gain the sale.

New Style Old Style What's New and Improved?

16735-BASIC BH ST 6PCSET 31187-BASIC BH ST 6PCSET Size on the bath towel is larger for more coverage. From 25x50 to 30x56

16930-BASIC BH XXL SHEET 26272-BASIC BH XXL SHEET quality of the towel is softer and more absorbent. 550 GSM.

16951-BASIC BH ST BATHSH 31189-BASIC BH ST BATHSH quality of the towel is softer and more absorbent. 550 GSM.

16805-BASIC BH ST 6PK WC 20960-BASIC BH ST 6PK WC quality of the towel is softer and more absorbent. 550 GSM.

16763-BASIC 2 PC TUB MAT 4275-BASIC 2 PC TUB MAT quality of the towel is softer and more absorbent. 550 GSM.

16733-BASIC 2PC BH TOWEL 4272-BASIC 2PC BH TOWEL Size on the bath towel is larger for more coverage. From 25x50 to 30x56

08/22/24

Garment's Measurement

We cannot request for specific measurements of a garment. We do not have readily available buyers from each brand and each department to measure a specific part of a garment for one customer. The brands cannot provide the information in a timely manner in some cases and leads to a poor customer experience.

Please note, a customer can always exchange for another size if unsure on a specific measurement of an item.

Examples we cannot provide information on:

* circumference of sleeve for the bicep

* how wide is the calf of a pant

* exact measurements of a shoe size

* exact wide measurement of a shoe

* sleeve length for short sleeves or long sleeves

* pant rise measurement

* pant opening hem diameter

08/22/24

AVENUE: Tracking via Website

* Go to avenue.com then scroll down to "Track My Order".

* After clicking on Track My Order, all you need is to fill out the form.

- Order Number, Email, and Zip code.

This works on other brands too!

08/21/24

Handling Avenue Legacy Orders

Avenue Legacy Orders are placed on 07/15/2024 backwards.
Legacy orders can't be pulled up in Happy Returns Dashboard, Agents will have to use the website to start the return.

Note: Legacy Avenue Orders has 30-day window for return.

Refund Owed on Legacy Orders – Agents will need to leave No Call Back Memo to issue the credit with the order details and Customer's Call Back Number

Memo Template

Order Number

Email Address

Zip Code

Call Back Number

Items claimed to be returned

08/07/24

Effective Immediately

No Adjustment will be processed after 30 Days from the Delivery Date

* Damage

* Discount on Coupon

* Generic Credit

* Keying Error

* Miscellaneous

* Missing Item (Omitted)

* Mix Shipment

* Non-Receipts

* Postage

* Postage Return Label (Return Fee)

Request fro Adjustments must be made within 30 Days of Delivery

ONLY Exceptions Include:

* Non-Manifested Adjustments

* Return Credit Due Owed

* New Mall

08/06/24

As of August 1, 2024, our team has partnered with FedEx for all return shipments.
Moving forward, any return labels requested will now be FedEx return labels.
Agents inform customers that they must take their return items to the nearest FedEx location if they wish to use our provided label.
As an alternative, customers can still take their items to any Happy Returns bar to receive upfront credit.

Should you have any questions or need further clarification, please do not hesitate to reach out.

07/27/24

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.

07/15/24

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?

07/02/24

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.

06/25/24

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

06/25/24

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.

06/21/24

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 :

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

06/21/24

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”).

06/19/24

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!

06/11/24

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.

06/10/24

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.

05/24/24

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)

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.

05/21/24

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

05/21/24

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

05/20/24

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

05/17/24

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

05/14/24

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.

05/09/24

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

04/30/24

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?"

04/30/24

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?"

04/16/24

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

04/10/24

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?

04/04/24

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.

04/03/24

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.

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.

03/27/24

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.

03/07/24

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

03/01/24

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.

2/29/24

MRP now has up to $17 shipping rebates!
More reasons to sign up!

Hi Team, with MRP shipping rebate now up to $17, GUI would still show "savings of $15" if shipping fee is over $15.

DO NOT READ "That's a savings of $15 on today's order alone."

However, customer will still get up to $17 of shipping rebate if their shipping fee is over $17. It's just that GUI is not yet programmed to calculate for orders over $15. This would be corrected by April GUI update.

For example, this order shows $29.31 for shipping, customer would get $17 shipping rebate even if GUI is just showing $15 for today's order.

2/15/24

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.

1/31/24

Checking on a return status of a 3rd party item.

-Check GUI if the package has been credited back using the Order Financials

-If there is no return status posted, ask the customer for a tracking number

-Track the package. Advise if the package is still in transit or if it's been received at the 3rd party location.

-The Memo must include:

Invoice number
Line item returned
Return tracking number (Required)
Customer's email

-The Vendor will be contacted for an update on the returned item(s); any credit necessary will be issued within 3-5 business days.

No Tracking Number No Credit

No vendor information should be given to the customer, this will be monitored.

1/31/24

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)

1/29/24

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.

1/26/24

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.

1/25/24

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

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

1/16/24

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***

1/16/24

Tracking Updates!

A truck containing FULLBEAUTY shipments was involved in an accident and is being held at a tow yard in Tyler Texas. The tow company in Tyler TX, advised that because of the inclement weather in North Texas, they will be unable to get anyone into their site until Wednesday to transload the contents of the damaged trailer into a recovery trailer.

There were 226 shipments impacted by the accident. This will delay the delivery date by 4-5 days. Should a customer call in, you can easily check it by clicking on the Delayed Packages section in the QBot Menu.

1/15/24

New Coupon Code

Please use the following code similar to what we would do for the customer choice on the normal GUI call flow. We will honor the discount on the manual orders for GUI as well, please include the code on your downtime forms.

This is a stackable coupon.

Code: SORRY20

Dates: 1/12- 1/19

Sample Scripting:

"Enjoy 20% off the highest priced item on your order by selecting an additional item of your choice, what is your item number?"

Disclaimer:

Use code: SORRY20 to take 20% off your Highest Priced Item from in stock merchandise. A discounted item will be the highest priced item and does not apply to multiple units of the same item. Valid online only.

Does not apply to clearance, final sale, one day sale items, menswear, home goods, Swim 365 Merchandise, June + Vie, CUUP, Eloquii, and select third party merchandise. Additional exclusions may apply. Not applicable to gift cards, prior purchases or when ordering from a catalog. May not be redeemed for cash or combined with other offers.

Returns will be credited at the discounted price. All items marked as final sale cannot be returned or exchanged. Only applies to in stock merchandise. All promotions and savings are stated in USD. Expires 01/19/2024.

1/08/24

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

1/10/24

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)

12/29/23

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:

12/14/23

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.

12/08/23

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.

12/07/23

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.

12/04/23

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.

12/01/23

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.

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