For suspicious activity and suspicious customers, anything FORTER blocked transactions that provides feedback that the order cannot be processed. Please follow the below guidelines

Provide the approved Verbiage and instructions

"Upon further checking, we do see that your order was not successfully placed in our system. Unfortunately, at this time our system is not able to process your order. We are sorry for the inconvenience."

Do NOT let the customers know their card has been flagged for fraudulent activity or that they have been flagged for being suspicious resellers.

Please refrain from using phrases such as

• For a long time, our security system has been having issues

• You've encountered a security breach

• You've been banned from the site 

• Please try again to place your order

When escalating to Coaches for assistance, please ensure you are using the Escalation template

Please provide the below escalation timeframes

Monday - Friday before 3 pm - 24 - 48 hours

Friday - Sunday: 3 Business Days

Delivery Time Frames *Orders placed before 12:00 EST*

Standard 4 - 7 Business Days | $7.95 

Expedited - 2-3 Business Days | $13.95 

Rush (only available for Shoe Station) - 1-2 Business Days | $22.95 

Same Day Delivery - Order Placed Before 1:00 pm CST | Will be delivered Same Day by 7:30 pm CST | $10.00 

Returns Processing: It can take up to 10 CALENDAR DAYS from receipt to process the return before we can issue a refund/exchange.

Credit Card Refund & Authorization Reversal Timeframe: 3–5 business days

PayPal Refund & Authorization Reversal Timeframe: Up to 30 calendar days

Klarna Refund & Authorization Reversal Timeframe: 5–7 business days

Venmo - Refund & Authorization Reversal Timeframe: 5-7 business days

Note:

- Authorization holds are managed by the customer’s financial institution, not Shoe Carnival.

- If a customer has further questions or indicates that the authorization hold still appears on their end—even after it has been released in our system—they will need to contact their financial institution directly for further assistance. 

Returns Exchange: Customers - Customers can return within 60 days of purchase.

Authorization Hold - The normal timeline for banks to then release the Authorization Hold is 3-5 business days after the charge appears.

Package Not Delivered: items not yet received 

1) If a customer calls before the 7th business day, whether the tracker shows Delivered or not, inform the customer that the delivery timeframe is 4-7 business days. If it has been 7 days and they have not received the item, we can process the reshipment/refund ASAP, provided it follows the reship rules. If they ask why the item is already showing as delivered, please apologize for the confusion and let them know that the tracking info comes from the carrier. The carrier sometimes scans the items even before they are delivered. 

2) If a customer calls after the 7th business day, whether the tracking shows Delivered or not if they have not received it, go ahead and do the reshipment/refund right away since it's past the 7th BD timeframe. 

Instore Pickup Processing: 4 Business hours, depending on when the order was placed

Instore Timeframe for Pickup: Will be cancelled 7 days from when packed if not picked up 

Gift Card Escalations - 1-2 Business days - We will CONTACT them for any updates (don’t guarantee anything) 

Stuck orders (stuck orders in Salesforce Commerce cloud): 1-2 Business days 

All orders past the return time frame (60 days) will need to be escalated to coaches for corporate review and approval.

Once approved, we can proceed with the standard refund or exchange process in Salesforce. Please note that if the order is over 120 days old and the customer requests a refund, the system will issue a gift card refund. The customer can bring the gift card to the store and exchange it for cash. 

Orders that are 180 days or older cannot be processed in our system. If Corporate approves the return, the customer will need to return the item at their own expense and will receive a gift card for the refund. Please provide the return center address and ensure that the customer's mailing address is verified. Note that we cannot process exchanges or reimburse shipping fees for these returns.

 Damaged/Defective/Worn/Over 60 days (PHOTOS REQUIRED before processing rexchange—sending location required.)

- PHOTOS required: We need pictures of the shoes first from all angles reviewed by a CES/coach before you can process an exchange/refund. 

- Once approved, please process the expected return YES. 

- Any return with an expected NO needs to be escalated to coaches first before processing. Once approved, note in the case why we processed a return expected NO and that it was approved. 

Mismatched items (Photos NOT required—sending location required)

- Photos NOT required. Please proceed with an exchange or return for a refund, depending on the customer's preference. It always returns expected YES.

- Any return with an expected NO needs to be escalated to coaches first before processing. Once approved, note in the case as to why we processed a return expected NO and that it was approved. 

- Mismatched items need to have more details, what the customer received instead of what they ordered. A case detail example is below: 

• The customer received size 9 right shoe, and size 8 left shoe instead of both size 9. 

Incorrect Items/Item Ordered Does Not Match Item Sent (Photos NOT required. But for incorrect DSV items, we want to ask for photos just for documentation. – Sending location required.)

- Photos NOT required. Please proceed with an exchange or return for refund, depending on customer's preference.. It is always return expected YES.  For incorrect items from DropShip, we want to ask for photos just for documentation only.  

- Incorrect items need to have more details, what the customer received instead of what they ordered.

- For DSV incorrect items, after asking for photos and processing the exchange/refund, please email coaches with the description of the incorrect item(s) received (brand/style/color/size) and pictures, if available. We will pass this along to Corporate. 

Missing one shoe  (Photos NOT required – Sending location required.)

- Photos NOT required. If the customer still wants the shoes, let the customer know we will look into it and will let them know of an update. Then send an email to the coaches. Make sure to ask what shoe is missing- left or right- and indicate that in the email to coaches. Once reviewed, coaches will let you know if we can mail them the missing piece from the store or if we need to process the exchange in Salesforce. If they just want a refund, no need to escalate, you can go ahead and process a refund with return expected YES. 

Missing accessories, like Jibbitz or extra laces (Photos NOT required. – Sending location required.)​ 

- Photos NOT required. We are not able to send missing accessories, like Jibbitz or laces. Please proceed with an exchange or return for refund, depending on customer's preference. 

- Please use case reason Item Ordered Does Not Match Item Sent **update 08.13.24** for these and add the Sending Location. 

Received some shoes/item but missing others- shipped together with one tracking number (missing item/s in a multi-shipment) 

- If customer received some of their shoes/items but not all and they are in the same shipment (one tracking number), we can proceed with refund/reshipment, without Support approval if:

• Not fulfilled by the store

• Item is less than $100

• Customer is not in abuser's list

• No history

If not meeting ALL the criteria above, then it must be emailed to coaches for review. 

Example: Two items were shipped under tracking 391345458595 and they were shipped from DropShip. Customer received the Days End shoes but not the Little Kid & Big Kid Port Alpine. The item was from DropShip and costs $50. The customer has no history and not in abuser's list. Agents can process the refund/reshipment for this customer. 

Example: Three items were shipped under tracking 895622154203 and they were shipped from Store #54. Customer received the Crocs and the Nike shoes in this order, but not the Adidas slides. Since it's shipped by the store, agents should escalate to coaches for review. 

nnot process exchanges or reimburse shipping fees for these returns.

Customers may call to change the pickup person for in-store pickup.

We are unable to change the name of the pickup person

We cannot escalate this to Corp. nor document it for the specific store. The customer listed on the order will need to pick up the order.

Customers will receive an email 4 hours after the placement of orders when the order is ready to be picked up. They will need to present a government-issued ID to pick up the order.

In the event a customer has been approved for a return outside of the 60 days, the customer can send back their item to the following address.

Do NOT provide the address without support approval and only under special circumstances.

Any calls about the Rogan’s Work program to the Rogan’s Work line @ 888-382-3111.   This is specifically for the B-to-B business program, not inquiries about what stores sell etc. 

Below are links with some further information on the Rogan’s Work Program.

General Info: https://accounts.rogansshoes.com/

FAQs: https://accounts.rogansshoes.com/faq

Safety Footwear Program: https://accounts.rogansshoes.com/safety-footwear-program

An APO/FPO address is an abbreviation for Army Post Office, which is used by the US Military Postal Service to deliver mail and packages to military personnel overseas. Fleet Post Office address, which is used to send mail and packages to military personnel serving in the Navy and its ships.

When using an address dedicated to APO or FPO the following should be entered 

• Service Member’s Full Name

• Unit and PO Box number

• APO, FPO, or DPO, AE or AP or AA, ZIP Code

For example

• Sgt. Jane Doe

• PSC 3 Box 4120

• APO AE 09021

Price matching to another store is considered on a case-by-case basis and must meet the following criteria:

• We price match from direct competitors like Kohl’s, JC Penney, Famous Footwear, Rack Room, Academy, and DSW.

• The item must be exactly the same (brand, style, size, and color). We must be able to confirm that they are the same item by checking online. If the customer doesn't have a link or photo/screenshot showing the brand, style, color, size and price, please try to locate the item on both their website and ours for comparison.

• The competitor must have a physical store location (no online-only retailers or marketplaces like Amazon or Walmart Marketplace).

• Discounted/sale prices are acceptable as long as they are not clearance prices.

  • A sale price is a temporary discount offered for a limited time to increase sales and attract customers. In contrast, a clearance price is a deeper, more permanent markdown used to clear out excess inventory or make room for new stock.

• We do not price match manufacturers (e.g., Skechers store, Adidas store) or clearance/liquidation/outlet stores.

If the request meets all criteria, you may proceed with the price match. Be sure to document the appeasement amount and include details supporting the decision to proceed with a price match. 

If you're unsure, please check with your Team Room for guidance.

Also, kindly send an FYI email to the coaches of the price match

We must ensure we are always answering calls.

• If you answer a call and there is no response from a customer please repeat your opening greeting and advise that you are unable to hear anything on your end. "Thank you for calling Shoe Carnival/Shoe Station, this is _____________ how can I assist you?"

• If you still do not hear anything, please state that you are still unable to hear the customer and that you will need to disconnect the call in order to assist the next customer.

• If you still do not hear a response, please advise the customer "Unfortunately I still do not hear a response, I will need to disconnect the call, if you are still in need of assistance, please reach back out and we will be glad to assist."

If you receive a dead air call, please say the dead air script first BEFORE disconnecting the call:

"I am very sorry I can't hear you, if you can, please give us a call back and we will be glad to assist you with your concern. We will disconnect the call now. Thank you for calling Shoe Carnival/Shoe Station"

We are here to assist customers with their order issues, and concerns, however, we are not here to be verbally abused. Please follow this procedure as outlined for customers who are being verbally abusive.

• 1st chance - If a customer is being verbally abusive, we can advise that we are here to assist them the best we can, but if they are verbally abusive, we will disconnect the call.

• 2nd chance - If the customer continues, we will remind them we are here to help, but if they continue we will disconnect the call.

• Last chance - If they continue after a second warning, we can advise that we will be disconnecting the call

If at any time you need to disconnect a call due to a verbally abusive customer, this MUST be reported to Coaches. You will need to provide the customer information and time of call along with call details!!

Suggestive Selling is persuading the customer to buy an add - on related to what they are purchasing. This goes the extra mile as sometimes customers don't think about extra products or is unaware of sales/promos that we may have available

Example: Customer purchased Leather Shoes - suggest selling/purchasing leather cleaner or conditioner, socks, bag etc. 

Please click below Suggestive Selling items 

Suggestive Selling Guide 

Brand Agent Definitions - Phones 

Phone QA Form 

Brand Agent Definitions - Offline Email 

Offline QA Form