Manufacturer Packaging

Many of the brands we sell typically come in their own manufacturer's packaging. Much like the Repartee Trays, the customers are fine with giving these items as gifts in that packaging or they will use their own. We still want to check if the item is eligible for a GBS and offer this to the customer, it is a good idea to keep these brands in mind when a customer asks how their items are packaged. (⭐This information goes hand in hand with the GBS section of this site.)

Below is a list of brands that come in their own manufacturer's packaging:

• Addison Ross 

• Agraria

• Anna New York 

• Artel 

• Baccarat 

• Baobab 

• Bernardaud 

• Christian Ulbricht 

• Christofle 

• Dibbern 

• Elizabeth W

• Faber - Castell 

• Georg Jensen

• Halycon Days - Selected 

• Ino Schaller - Selected 

• Jinglenog Ornaments 

• Laguiole 

• Lalique  

• Lobmeyr 

• L'Objet

• Loet Vanderveen 

• Mariposa 

• Match 

• Meissen 

• Moser 

• Olivia Riegel 

• Orrefors 

• Portus Cale 

• Reed & Barton

• Reflections Copenhagen 

• Repartee Trays 

• Richard Ginori or Ginori 1735

• Rigaud 

• Robbe + Berking 

• Simon Pearce 

• Steiff - Limited Editions Only 

• Steinbach 

• Trudon or Cire Trudon 

• Versace

• Victoria Cator 

• Waterford 

• Wendt & Kuhn 

• William Yeoward 

Bankruptcy & Pre-2019 Items/Orders

You will occasionally get calls regarding gift cards, orders, and items from Gump's that the customer has had since before 2019. We are not able to really give any information about these.

 The original Gump's was bought out in 2019, so we are unable to assist with identifying/locating any items or orders before what was added in 2019. We no longer have access to items/order histories that are associated with the original Gump's store. Since we are a separate entity, we don't have the ability to provide information about items in our database prior to 2019. 

⭐This next step is optional! If you'd like to go above and beyond, and you feel comfortable doing so,  you can walk the customer through how to search for their item online by photo.  

You can let the customer know that they or someone they know who is good with computers can search Google via an image. They will need to take a photo of the item, email it to themselves, or whoever is helping them, and save the image to their computer. They can then follow the steps below:

Go to images.google.com, click the camera icon to open Google Lens, and then follow one of the options below:

• Paste in an image URL

• Upload an image from your computer

• Drag an image from another window

⭐There are also a lot of customers who sell their Gump's items on eBay, especially "retro" or "vintage" items, so customers have a good chance of finding their items there as well if they search by certain keywords or the name of the item. Customers can also try searching for the maker or name of the item on Google if they have that information. 

Mass Email Updates

When we receive our BO report, part of our duties is to reach out to customers and let them know that certain items in their order are on backorder. This is done every other week by Tier 3, (specifically Amanda who is our Mass Email Update expert💜) but it's good to have an idea of the process and the reason for it! 

Items that do not have updates sent out are  FJ, Dropship, and SPO orders, and a select few that have maybe less than 5 backorders on the list. Those are sent out manually by tier 3 via Zendesk. 

The process is done through NS where we take a back-ordered item from the BO report, and Input the item into NS where we are able to send out mass updates to every customer that ordered that specific item from that back order.  

What does this mean for Tier 1 and Tier 2 agents? We typically get an influx of calls and emails requesting cancelations on back-ordered items. So once it is announced in the chat that mass email updates have been sent out, it is a good indication that there will be an influx of cancelations for the next few days or so.