⭐The table of contents below will take you to a specific part of this page, feel free to click on the section that you need to view
Embedded Files
Order Follow-Up
Order Follow-Up
Sometimes customers will call in to check on an existing order, ask a question, or a misc. request. This can be as simple as the customer just needs to know the status of the order, or something requires a little more attention like:
Returns
Refunds
Cancelations
NCR's
Exchanges
Checking backorder dates
Address changes
Shipping changes
Product Info
Catalog Add/Removal
As mentioned in the Zendesk portion of this guide, you will create a ticket for all of the above, with the exception of WISMO, checking backorder dates and product info. We will go over some of the reasons below and how to handle these requests.
Product Info
Product Info
When a customer has a specific question about a product, most of that information can be found on the item's product page on our website. It will tell you who the maker is, a little about the item, the maker, where it came from, what it's made out of, care instructions, etc. Every product is different and does not always have the same information, but we do try to be consistent with what info is listed.
If a customer has a question and the info is not listed or noted, you will let the customer know you will have to reach out to our product team for their specific question and we will get back to them with an answer. You will not actually need to reach out, but you will create a ticket for Tier 2 to do so and get back to the customer.
(⭐Please see How To Create A Ticket In ZD in the Zendesk portion of this guide under the "Programs" dropdown.)
WISMO -Where Is My Order?
WISMO -Where Is My Order?
This question comes up just as frequently as customers wanting to place an order. It's important to know what the different statuses of an order are so that we can give the customer accurate information and expectations.
The different statuses of an order are:
Committed: There is inventory for this item and it is waiting for the fulfillment process to begin. Order changes can be made at this stage.
Backorder: (BO) The item is not in stock and we need to locate an ETA for the customer in NS and or the BO report. (⭐Please refer to the backorder section of this guide for more info)
Picked: The order is still in the warehouse and it has not been packaged yet, but the fulfillment process has begun. This also means we only have a short period of time to make any changes to the order.
Packed: The package has been boxed up, taped shut, and has been handed off to the carrier (FedEx, UPS, USPS) This means the order is past the point where we can do anything.
Fulfilled: The fulfillment process is complete and the package should be on the way or in the hands of the customer. We can only offer returns, exchanges, NCRs, etc. at this point.
When you're looking at an order, you can see if the order is in one of the above statuses. You can also check things like if the order is in transit if it's been delivered, or if there is a shipping issue with the carrier. You can also read the notes section on the right to see what our fulfillment team has done with the order up to that point.
The tracking number on the order is a clickable link that you can use to give the customer additional information regarding their order.
The entire order process can take 5-7 business days from the moment we or the customer places their order. The exception to this is when the item is on backorder or there is a lead time, of course. (Both of those topics can be found in the Call Flow/Placing an Order tab)
There are occasions when there is a hiccup with an order like a shipment issue, inventory issue, etc. and the order may need another set of eyes on it. If you are unsure of how to tell what stage an order is in or need a gut check, you can always reach out to your buddy or the rest team via our Teams Chat
Returns
Returns
As mentioned in the Zendesk portion of this guide, customers will sometimes call to return an item they've purchased. The reason for a return can vary. You will need to create a ticket for this type of request, but there are some things to keep in mind before you do!
Return Window: As stated in our Return Policy, customers have 30 days to return their merchandise. It's important to note that the 30 days begins once their order is marked delivered. The same rule applies to Fine Jewelry, however, the return window is 14 days once their order arrives. It is good practice to check how long the order has been marked delivered before offering a return.
Non-Returnable Orders: Customers may call and request to return an order that is well passed the 30-day return window. It's best to check the date that the order was marked delivered. If you can see that it has passed the return window, you must kindly let the customer know that we unfortunately cannot issue a return for the order because it is passed the 30 days.
Shipping Costs: We do not refund the shipping cost for returns. Gump's pays for the return label, however, we do not refund shipping on normal returns. Gently remind them of our Return Policy, and If a customer becomes escalated or you feel the situation needs review, you can create an action ticket and a T2 agent will look into it and will reach out to the customer.
Customers may not be thrilled with our policy, but it is our duty as agents to stick to our policies and guidelines while still providing excellent customer service. If a customer gives any pushback, or it seems like they have a unique/extreme situation, you can always create a ticket, and Tier 2 or Mimi will look into the issue and contact the customer, with a disclaimer, of course, that their return will not be guaranteed.
Hard Copy Return Labels
Hard Copy Return Labels
When customers request to return something, not all of them want a "digital" return label. Some customers are not comfortable with computers, do not have an email, etc. We accommodate that by sending them a physical or hard copy of the return label. The steps are the same as a regular return, so you will create a ticket for Tier 2. In your ticket, as always, you want to make sure the customer details are as accurate as possible. Delays because of mistyped names, addresses, etc., can cause delays in getting the label to the customer in a timely manner and can cause frustration overall.
⭐Note: If the opportunity arises, it's a good idea to see if the customer possibly has a relative, friend, etc. who can assist with printing a digital copy of the label if possible. Once the holidays come, the return labels can take extra time to get there because it is such a crazy time for carriers. We don't want to press too much, but if you feel that it could be a good suggestion, we always want to do what's easiest and best for the customer.
For Hard Copy Labels, be sure to have:
The customer's Full name (First + Last)
A physical mailing address (We cannot use a PO Box)
A good phone number in case we need to reach them regarding their label.
Some things to note about Hard Copy Return Labels are:
It can take a few days for Danielle to get them shipped out, depending on how busy she is and what day the request was submitted. ie: you sent the request on a Friday afternoon, Daniell may not be able to ship it out until Monday morning. So now you have to add an additional few days on top of how long it will take USPS to get it there.
We use USPS (snail mail) for the hard copy return labels so it can take roughly 3-5 business days and possibly longer during the holidays.
If a label gets lost in the mail, we will need to start the whole process over again and re-ship a copy of the label to the customer.
Customers cannot pay extra for express shipping, we only offer one speed for the return labels.
Cancelations
Cancelations
As mentioned in the Zendesk and the above section of this guide, customers may want to call and cancel their order for a multitude of reasons. You will never handle the cancelation directly, but there are some things to keep in mind here as well!
Is this a full order cancellation or a partial cancellation? There are two types of cancelations, a full order cancelation and a partial cancellation.
-Full Order Cancel: A full order cancelation is where all items on the order will be canceled and a full refund will be issued including shipping charges. The process in NS is a bit different than a partial cancelation.
-Partial Cancel: A partial cancellation is where only part or certain items on the order are being canceled. Since there are other items on the order, the customer will only receive a refund for the items that are being canceled and not the shipping costs since they have been eaten up by the other fulfilled items on the order.
Has the order been fulfilled? Once an order has begun the fulfillment process, we typically cannot make any changes to the order. There are certain occasions when we can catch it in time, however, we never want to guarantee that to the customer. If you see that the fulfillment process has begun, it is best to let the customer know that we cannot, unfortunately, make any changes at this time as the order is being prepared for shipment.
If the customer gives pushback, you can create a ticket and let the customer know that someone will get back to them as soon as possible, however, we cannot guarantee the cancelation. This would then turn into a Return request if we cannot cancel before shipment.
Price Adjustments: Customers may call because an item they ordered is now on sale and they would like a price adjustment on their order. We never offer price adjustments for this type of situation. However, If the order has not been fulfilled, we can offer to cancel the current order and place a new one for the customer so they may get the discounted price. **⭐Note: You will want to make sure to check inventory BEFORE offering this. We don't want to further escalate the customer by offering an item we do not have in stock**
Dropship Orders: As mentioned in the Shipping portion of this guide, dropship orders are not handled like normal orders as far as cancelation and order changes go since they are shipped directly from the vendor. You will always create a ticket for a Dropship cancellation, however, please note the differences between the two dropship orders below.
This order is unfulfilled so a cancelation may be possible
There is no tracking info, which may be a good indicator that this has not shipped just yet. *Reminder: We cannot see the fulfillment process of a DS order in NS*
Tier 2 will need to contact Arlene/Vikki to request a cancelation
You can let the customer know that since this order ships directly from the vendor, you will need to create a ticket with their request and someone will be in contact with them with next steps and more info.
Never guarantee the cancelation as it can take Arlene/Vikki some time to contact the vendor and hear back from them.
This order is marked as Fulfilled. This means we cannot make any changes to the order just like a regular order coming out of SLC/SF.
Tracking information has been provided and the order is marked as delivered. However, if there were tracking info and the order was "In Transit" or any other status given by the carrier, the result would be the same and we cannot cancel the order.
You can advise the customer that we cannot cancel the order at this time since it is in transit and we would need to issue a Return for the order. You will then create a Return ticket.
Discreet Exchanges
Discreet Exchanges
Gift recipients of our customers may call in asking for a discreet exchange. The reasons can vary, but we like to accommodate and respect their request. Most of the time, the gift recipient does not want the customer who purchased the item(s) to know they are making the exchange.
While we do reinforce our 30-Day and 14-Day Returns and Exchanges Policy for all returns/exchanges, Discreet Exchanges require a little more TLC and flexibility. Customers will often times order a gift in advance of the event, and we do like to take this into consideration.
You can kindly let the customer know that you will take down all of the details of their request and will create a ticket. ⭐Since you will most likely be speaking with the gift recipient and not the customer, It is very important to make sure you get as much information as possible for your ticket! An example of this would be:
Order#:123456 -Discreet Exchange
Customer Name: Sally Customer
Gift Recipient's Name: Jane Doe
Request: Order placed on 07/24/24 Jane received this as a gift from Sally Customer and did not like the color of the item, she would like to exchange for a GGC
Contact: 555-555-5555 Email: JaneD@example.com -Prefers to contacted via phone
Here is an example of a discreet exchange request from one of our customers below!
⭐Things to Note:
You will always create a ticket for discreet exchange requests.
Some gift recipients may request a specific item. In these cases, it is important to take down the SKU number in your ticket.
Some gift recipients may request a GGC for the amount so they can then go pick out a different item for themselves on our website.
Be sure to notate your ticket with as much information as you can. This includes specifying the outcome the gift recipient wants.
Always reassure the gift recipient that the customer will not be notified about the exchange
Point of Sale (PoS Orders)
Point of Sale (PoS Orders)
Point of Sale orders are orders that have been placed with a sales representative from our SF store. Sometimes customers may call or write in needing assistance with a PoS order. This can be a return request, cancelation, etc.
When you get a customer who needs assistance with a PoS order, these requests need to be handled by Tier 3, so this will always be an escalation ticket in ZD. The reason for this is, PoS orders are tied to commissions, so we have to give the sales rep a chance to save the sale. Typically the rep will want to contact the customer personally.
Tier 3 team members will need to contact the sales rep via the TL notes on the order and see how the sales rep would like to proceed while offering our assistance with anything that needs to be done in NetSuite.
Please view Order#273120 in Shopify to see how these orders are handled. This will also give you a better idea of how we assist and communicate with other departments!
Personalizations
Personalizations
There are certain items that customers have the option of customizing and adding an embroidered initial to. The website will have details of how many characters can be included, the color of the thread, etc.
How To Place An Order For A Personalized Item
How To Place An Order For A Personalized Item
Just like when you add a GBS or a Gift Message to an order, you will edit the personalized item for the customer in Shopify. Here is a video tutorial on how to do so!
Personalized Item.webmPromotions & Sales
Promotions & Sales
There are times throughout the year when Gump's will have promotions and sales for customers to take advantage of, especially during the holidays. Customers look forward to these annual sales and sometimes arrange their whole holiday shopping experience around them.
**LIST OF REOCCURING SALES/PROMOTIONS - MIMI
Some important key things to remember when a sale/promotion is live.
We cannot retroactively apply to existing orders that were placed prior to the day the sale started. ie: A sale starts on 11/14 and a customer placed an order on 11/13, we cannot apply the sale to their order because it is before 11/14
We cannot apply a sale or promo to an order AFTER a sale/promo has ended.
If a customer wants to take advantage of a sale and they have an existing order, their only option is to cancel their current order and place a new order.
Customers cannot "stack" promos. Meaning, they cannot use multiple promo codes on a single order.
We cannot combine Discounts + Free Shipping. Complimentary Shipping Threshold is just over $1,500,($1500.01) before Shipping & Sales Tax are added.
The sale information is always on the homepage of the website and the product page
Sale Exclusion details are on the Returns and Exchanges portion of the website
Sale Website Banner
Sale Website Banner
Sale Item Product Page
Promotions and Sales Exclusions
Promotions and Sales Exclusions
The exclusions for promotions and sales can vary and each one may be different than the last. It is very important to check the exclusions before making any guarantees to the customer.
Promotional Codes:
Promotional Codes:
Customers will often write or call in letting us know that they did not receive their Free Shipping promotional code after signing up for emails. When this happens, we always want to give them the benefit of the doubt and honor the free shipping. We do want to make sure their shipping charges do not go against the exclusions. These can always be found a the bottom of the email as well as the expiration date.
Since the refund will need to be done in NS, you will create a ticket for an admin/Tier 2 using the **admin** Discretionary Refund macro and send it off to the Tier 2 Queue.
Appraisals, Estate, Referrals (FJ and Non-FJ Items)
Appraisals, Estate, Referrals (FJ and Non-FJ Items)
We no longer provide Appraisals or Valuation Services for Fine Jewelry, Vintage or Antique items.
We no longer acquire or buy back merchandise. Even if it originally came from Gump's years ago.
We're unable to repair Fine Crystal, Porcelain, or Sterling Silver
We do have a reputable and local Silversmith Referral. See their info below.
Biro and Sons Silversmiths
Store hours are from 7:30 am to 5:00 pm PST, Tuesday through Friday
Address: 1160 Folsom St, San Francisco, CA 94103
Phone: (415) 431-3480
Page updated
Google Sites
Report abuse