**Our Confidentiality Policy** Customer and recipient information is private. Only use customer information to do your job. Sharing customer information with someone who is not authorized is against company policy and may result in disciplinary action. *What You Must Never Do -Share customer or recipient information with unauthorized individuals. Copy, save, or distribute customer information for personal use. Write down or save bankcard numbers outside the approved payment process. -Customer and recipient information is private. Only use customer information to do your job. -Sharing customer information with someone who is not authorized is against company policy and may result in disciplinary action. Customer - May receive information about their order, Maky receive payment type and last four digit of the card used. and do not provide details about fraudulent orders. *Recipient -May receive item, delivery and greeting information for gifts being sent to them. -May receive the sender's name if the greeting is not Anonymous, Secret Pal, or Secret Admirer. -Do not share addresses, phone numbers, email addresses, or billing information. *Spouse Not listed on Account - Do not discuss order details. -Ask The customer listed on the account to contact us. *Third Party* *Calling on the customer's behalf -Do not discuss order details. -What to say "I apologize but I am only able to discuss the order with the customer" -If needed, submit a callback request. Who Sent Me this Gift? *What Can You Share? -Item Information -Delivery information -Greeting message -Sender's full name (if the greeting does not say Anonymous, Secret Pal, or Secret Admirer *What Cannot Be Shared? -Address -Phone Number -Email Address -Billing information -Information about other recipients on the order *LESSON SUMMARY -Customer and recipient information is confidential and should only be used to perform your job responsibilities -Customer and recipient information is confidential and should only be used to perform your job responsibilities -Recipients may receive item, delivery, and greeting information, but personal information about the customer must not be shared -If a gift is signed Anonymous, Secret Pal, or Secret Admirer, do not reveal the sender's identity. When in doubt, follow the Confidentiality Policy and ask your Supervisor for guidance. *ORDER SUMMARY *Information on the Order Summary Page -The Order Summary page provides a snapshot of the customer’s order. From here, you can: -See customer details, order notes, and billing information -View key order information such as totals, order type, and Passport status. -Review all order lines, including item details, shipping addresses, dates, and status. -Access the Related Tasks menu for actions you can take on the order. This page is the central place to review order details before making changes or resolving issues. Hover over the icons to learn about the components on the Order Summary Page. phone number-18009610434 *Understanding Arrival Dates in Sterling (SSC) The arrival date shown in Sterling (SSC) is not always the date you should provide to the customer. Review the Holiday Code column, then click over each speech bubble to see an example and what to say to the customer. *Holiday Code is Blank Day-Date Item The arrival date shown in Sterling (SSC) is accurate. You may provide the date shown to the customer. Example: Arrival Date:12/8/26 Holiday Code: Blank *Holiday Code Shows a Month Month-Only Item Do not provide the day-date shown in Sterling (SSC). Tell the customer the item will arrive sometime during that month. Example: Arrival Date: 12/8/26 Holiday Code: December *Holiday Code Shows a Holiday Holiday Item Do not provide the day-date shown in Sterling (SSC). Communicate the holiday instead. Example: Arrival Date: 12/8/26 Holiday Code: CH Lesson Summary: -The Order Summary page provides a complete view of the customer’s order -On the Order Summary page, you can see customer details, order notes, and billing information -Always review the Holiday Code before providing an arrival date. -Order lines on the Order Summary page show products, shipping details, dates, and status, with access to line notes and the Order Line Summary. *Order Types -Always double-check the order type before taking action and transfer to the appropriate department when an article instructs you to do so. *B2B - Business to Business -Corporate Sales Order -If you are speaking with the Customer of a corporate sales order, transfer the caller to Corporate Sales. -If you are speaking to a Recipient of a corporate sales order, assist the caller per usual. *B2C - Business to Consumer -Customer placed order. -B2C orders do not need to be transferred and can be handled by all Sales & -Service trained agents. This is the most common order type. *3PF - 3rd Party Fullfillment Orders placed via Amazon, Macy's, QVC, and other partnerships. These orders need to be transferred to the appropriate department. Do NOT make changes or attempt to assist the customer. *GRT - GRATIS Order(Complimentary gifts) -Check order notes before assisting the customer. If the notes indicate the order is being handled by Executive Services, transfer the caller. *Order Sub Types -PHC:  Phone Order -MLC:  Mail Order -COM:  Customer Outreach Marketing -SBO:  Original Subscription Order -SBS: Subsequent Subscription Order -IN:  Internet (website) Order -OC:  Large Internet Order/Gift List -TVA:  Magento Website (Non B2B) *Holds -A hold typically prevents an order or individual item(s) from shipping due to an issue that requires attention and resolution in order to fulfill and ship out. -For example: payment failed, item is sold out, order is missing required information, incorrect address, etc. An order can be held at either Order or Item level and can be system-generated or set manually. -Holds are almost always accompanied by Order or Line Notes. Always check for notes when holds are present. -Some holds are self-resolving and do not require any action. When there's a hold on the order, refer to the Hold Codes chart for how to handle. Click the book icon for the article number. *Specific Hold Types (with examples)* 851: Failed to Tokenize 852: Suspected Fraud 813: Various Holds (e.g., Authorization Exceeded, CGC Association Present, Treasury-set holds) 815: Mail Order Action Required 825: Order Total Mismatched 829: Tax Difference – Contact Customer for Payment 831: Excessive Write-Off 860: Mass Change Execution Failure 901: Offline Tax Hold Exc: Exception Calling Vertex API Int: Null Error Code 113: Gift Card Declined 150: OOB Due to Incomplete User or System Processing Action 200: Inadequate Lead Time to Meet Customer Requested Date 600: Bankcard Declined. Apple Add Auth 601: Payment Failure Ord: Order Line is Wine Compliant Shi: Shipping Date and Delivery Date are Missing on the Order Line Win: Wine Compliance is Processing Do Not Resolve NA: Non-Shippable Item NA: Wine Compliance Hold Treasury Dispute Hold Invalid Vertex Input Hold 23 Article KA-02940 *Checking for Holds Since Sterling (SSC) will not automatically notify you of any holds or notes that may be on the order, it is a requirement to manually check for both as this may affect what actions you take or determine if you will take any actions at all. -If there are Holds, you will see a padlock icon at the top of the Order Summary page next to the order status, or on the order line. Hover over the image icon to preview an example of an order with a hold. *Checking for Notes -Click View/Add Notes at the top of the order to check for Order Notes. Hover over the image icon to review how to view order notes. *Order Inquiries In Sterling (SSC), you can review and verify order details, payment information, shipment status, and tracking information. Click on the images below to learn how to access common order information. *Where is my shipment? -Once the item has entered the shipping process, a clickable tracking link becomes available on the Fulfillment tab. The tracking link will not display tracking details until the item status changes to Shipped. When an item ships: The customer receives a Shipment Notification email with the tracking number. Customers can also track packages online by signing in and selecting the My Orders icon. *Why was I charged? -Why was I charged? = Payment information *Resend Order Confirmation -When order confirmation is resent, any changes to the item or address will show but refunds or cancellations will not be reflected. -Order confirmations can only be sent via email to the customer's email address. They cannot be sent via mail or to an alternate email address.  Click the VIEW ORDER button to launch to the order on the web. Cancellations will be visible there. Item Status: Created - Appears at header level until components are shipped. Pending Carrier Determination - Item is not yet preparing for shipment. Carrier Determination done - Carrier and shipping methods are assigned but the item hasn't shipped yet. Scheduled - Item has not shipped yet Backordered - Item status is not determined yet. There may be an inventory issue with the item. Check to see if there are any holds. Refund Created - A refund or replacement has been processed for this item. Click on the Refund/Replacement tab to review status. Gratis Completed - Sometimes a replacement must be processed outside the system. This is called ROS or GRATIS. Check order notes for more information. Included in shipment - Item is preparing for shipment. Item label has printed. Shipped - Item has shipped. Order Delivered - Item has been delivered. Cancelled - Item has been cancelled. *Item Status: When You Can and Cannot Make Changes The ability to make changes is determined by the Change Fulfillment Options button. Check the Change Fulfillment Options button: Active: You can update details like the address, delivery date, or cancel the item. Grayed out: Changes are not allowed — resolve with a refund, replacement, or charge adjustment. *Item Type If the item is a Collection, CYO, or Club, it will have a header line and component lines. Collections and CYO's can only be changed at the header line. Clubs can be changed at the component line. -Collection: Has a header line and component lines.  Example: Thank You Gift Box. Header line shows "Thank You Gift Box", component line shows the gift box, and another component line shows "Thank You hangtag." -CYO (Create Your Own and Mix & Match):  Has a header line and numerous component lines. You can do a Change Item on header to select different components Example: Pick 4 Moose Munch -Club: Header line shows "Club" and shows a list of monthly component lines below the header. -Collections, CYO’s, and Clubs: The order will appear as a single line on the Order Summary page. Simply double-click on the line and select the Component tab to view the individual components. H&D- 1020 Vital Choice - 1031 Wolferman's - 1019 *Change Fulfillment Options Changes that will affect the shipment of an item will happen via the Change Fulfillment Options link in the Related Tasks menu. -Change (Ship to) Address -Change ship via code -Cancel Item -Change Item -Change Date *Update Recipient Address Click the exclamation points for more information. To change/update the recipient's address, click Change Fulfillment Options in the Related Tasks menu. 1.Check the box for all items for that address, then click Change Address. -If you do not select all items associated with the ship to address, the unselected items will not ship to the new or updated address.  If the item is a club, the address change must be made at the component level for each component that will be affected. If the address change is permanent, do the address change for every component.  2.Make the requested changes and verify the updated information with the customer before clicking Apply. If the new address is a different location type than the original address, you must also update the Location Type. For example, if the original address was a PO Box and the new address is a street address, change the Location Type from PO Box to Residential. -If an error message indicates the item cannot ship to the new address, inform the customer and offer to help them find a new item. 3.Click Next to proceed to the Payment Confirmation page. 4.Verify the order total with the customer, then click Confirm to return to the order summary page. You must verify the order is in balance. If out of balance, you must follow the steps to balance the order. 5.Complete the Order Review Checklist. 6.If no other changes are needed, click Close to close the order Delivery Instruction: -If delivery instructions are requested, they must be added on the last address line of the ship-to address. If instructions were included on the original address and are not needed for the new address, remove them from the last address line when updating the address. -Delivery Instructions can only be added or updated within 10 days of the customer's request. After 10 days, Delivery Instructions are no longer permitted. -We cannot guarantee that the carrier will read or honor the delivery instruction request. *Verify the Order Is in Balance After making changes to an order, always verify the order is in balance before completing your work. An out-of-balance order can delay processing and prevent items from shipping as expected. *When To Check: verify the order balance after: -Changing an item -Resolving a hold -Changing a delivery date -Changing a ship via code -Updating or revalidating an address *How to check 1.Select Manage Payments. 2.Review the payment summary 3.Select Show Payment Transactions. 4.Compare the original authorized amount to the Order Total Order Review Checklist Every order opened in Sterling (SSC) must be reviewed before closing the order. The Order Review Checklist helps agents confirm that important details were not missed and helps prevent delivery, payment, address, or hold issues that could impact the customer experience. This checklist is a required step in almost every customer service procedure. -Notes and required actions -Payment status and balances -Ship-to addresses -Expected delivery dates -Holds and exceptions Change Fulfillment Options > Change Item to update items that have not shipped. Before making changes, review the item status and confirm Change Fulfillment Options is available. If Change Fulfillment Options is grayed out, the item cannot be changed. Always review order notes before making changes. Common Change Item Scenarios -Change an item to same or a different Item -Change Item with Add-on or personalized Greeting Card -Change a Component in a CYO -Change when Item is a club -Change from Non-wine Item to a Wine Item -Change Personalized Gift Item for same or different item. -Change when Item Status is included in Shipment Multiple Items & Recipients -Orders may contain multiple recipients and multiple items -Always verify you are selecting the correct recipient address and item line before making changes. -If item lines are not visible, click the narrow next to the address to expand the item list. Special Handling *CYO Orders -Change must be made at the header level and ma require selecting updated components. *Price Different -When changing an item and the new item is higher or lower in value (creating an out of balance condition), you may need to adjust the charges on the Payment Confirmation page to consolidate the difference. *Change Date 1.Make sure the Change Fulfillment Options button is not grayed out — if it is grayed out, the item cannot be changed. 2.To change the arrive by date, click Change Fulfillment Options in the Related Tasks menu. Check the box on the order line you want to change, then click Change Date. 3.Select the requested date from the calendar, then double-click to confirm it in the pop-up window. Review the available shipping methods and any additional charges before proceeding. 4.Click Apply. You may get a notification in the Change Date window stating that changing the arrival date will change the ship date as well. Click  Next. *Change Date Activity Cancel Item Check the Change Fulfillment Options button to see if the item can still be cancelled. Click Update Order Lines in the Related Tasks Menu. Click the Cancel item radio button. Select the reason code. When cancelling a single item, click Select specific lines to cancel and select the item(s). Click Update Order. Click Next to proceed to the Payment Confirmation page. Verify the changes with the customer, then click Confirm. Review the Order Review Checklist (unless entire order was cancelled). If no further changes are needed, click Close. *Cancel Order Use Cancel Item to cancel eligible items, recipients, clubs, or entire orders that have not yet been included in shipment. The Cancel Item function can only be used when the item status is: Pending Carrier Determination Carrier Determination Done Created Backordered Scheduled *Personalized Greeting Cards -Before making changes to a Personalized Greeting Card, review the card description and item status in Sterling (SSC). Hover over the option that matches the card description on the order to determine the correct process. **Card Description Does Not Say Card Isle** -Confirm the card description does not show Card Isle. -Confirm the item status allows changes: -Created -Scheduled -Backordered -Unscheduled -Carrier Determination Done **Card Description says Card* -Confirm the card description shows Card Isle -Confirm the items status allows changes: -Created -Scheduled -Backordered -Unscheduled -Carrier Determination Done -If both condition are met: Place the customer on hold Contact **CARD ISLE CUSTOMER SERVICE** Change Greeting f the item status allows changes, determine the type of greeting: Label Greeting: Click the Label Message tab. Select Add/Edit Label Message to update the text. Personalized Greeting Card: Confirm if the card is Card Isle or non-Card Isle, since steps differ: Card Isle: Follow the Card Isle update process. Non-Card Isle: Click the Card Message tab. Select Add/Edit Card Message to update the text **Add or Remove Promotion Code** To add a promotion code, click the Add/Remove Promotions link in the Related Tasks menu.  Under the order total on the right, you will see a Promotion Code field and Membership #/PIN field.  Enter the promotion code and membership #/PIN (if applicable), then click Apply. The amount to be refunded due to the promotion code will be displayed in parentheses. Click Confirm.  Once a coupon code has been applied to an order, it cannot be removed or changed. If a 15% coupon was applied and the customer later provides a 20% coupon, manually adjust the charges for the additional 5% **Change Payment Method** From the Order Summary page in SSC, click Manage Payments in the Related Tasks menu.  In order to add a new payment method, you must first remove the current payment method. Click Remove next to the payment method. If the Remove button is grayed out, the payment method cannot be changed. **Changing Customer Information** Before updating customer information, determine whether the change applies to the customer or the recipient. **UPDATING RECIPIENT INFORMATION** -Name -Address -Phone Number -Email Address (will only affect the current order) **UPDATING CUSTOMER INFORMATION** -Name -Address -Phone Number **Lesson Summary** -Check the Change Fulfillment Options button before making changes. If the button is grayed out, the item cannot be modified -Before closing an order, complete the Order Review Checklist to verify notes, payment status, addresses, delivery dates, and holds -You can make changes to an item when the Change Fulfillment Options button is active. If the button is grayed out, changes are not allowed. -When an order is out of balance, you must follow the out of balance procedure to bring it in balance. Use Article KA-03667 for guidance