Customer Information & Confidentiality

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.

Review Article KA-02192 for more information.

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.

Who Can Receive Information?

Customer:

• May receive information about ther order.
• May receive payment type and last four digits of the card used.
• 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.

Family Member Calling About a Deceased Recipient: You may assist with stopping future club shipments.

• Cancel the club. -Leave a note on the order.
• Update the recipient account as deceased.

Who Sent Me this Gift? Scenario: A recipient calls and asks: "Can you tell me who sent this gift?"

What Can You Share?

• Item Information
• Sender's full name (if the greeting does not say Anonymous, Secret Pal, or Secret Admirer
• Delivery information
• Greeting message

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.

• Before sharing order information, determine who is calling and follow the appropriate confidentiality guidelines.

• 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.