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spi-jboni@1800flowers.com Inspiro@2027! 424616857734572 pass Qw2Ua93T

MYHR PASS: J@miah13

846 - Order Modifications Request Hold When setting an Order Modification Hold: ⛔ You MUST NOT do a charge adjustment for the issue.

⛔ You MUST NOT promise the customer a specific delivery date.

⛔ You MUST NOT set an 846 Order Modification hold to hold a shipment.

✅ You MUST enter complete instructions for what the customer is asking.

FAMILY BRANDS Floral & Gifting Arrangement *1-800-Flowers.com *Sharis Chocolate *Simply Chocolate *1-800 baskets.com *NAPCO *Alices Table (AT)

SISTER BRANDS Wolferman's Bakery Vital Choice

CELEBRATION PASSPORT Purpose & Value Celebrations Passport® is an annual membership that offers free standard shipping and no service charges on eligible gifts across the 1-800-Flowers.com Family of Brands. Members also receive exclusive offers and seasonal surprises throughout the year. Passport makes celebrating easier and more affordable for our customers all year long.

Rules & Restrictions Can Be Used On

Sale items Clubs and subscriptions Orders with promotion codes or employee discounts Enrollment Requirements

Valid email address required Customer must be signed in to use benefits online Auto renews each year unless turned off Customers can sign up online or on the phone.

Cannot Be Used

On past orders For business accounts or business-related orders With customers outside the U.S. In combination with airline promotions

Enrollment Restrictions

Gift cards cannot be used to buy membership Coupons cannot reduce the membership price

How Customers Sign Up Customers can join anytime while shopping: On the Product Page, Enrollment Page, or at Checkout In the mobile app By calling the Customer Care team Customers must have a valid email to enroll

If the customer doesn't have an account, one is created automatically. They’ll get a welcome email with: -How to sign in -How to reset their password -How to start using their benefits

Celebrations Passport App The Celebrations Passport App allows customers to shop across multiple brands. -Subscriptions are not supported in the app. -Site specific promo codes cannot be used in the app. -Customers do not need a Passport membership to use the app. -Passport members must sign in to receive free standard shipping.

Lesson Summary

What Passport Offers Free standard shipping on eligible orders No standard service charge on florist deliveries Reduced express shipping charges Member only discounts A full year of benefits for one annual fee

What Passport Does Not Cover Past orders Business accounts Canadian and international orders Airline promotions Gift card purchases

What Passport Does Not Cover Online In the app Calling Customer Care

Benefits begin after sign up when signed in

OVERVIEW Identify Harry & David brands and their unique characteristics.

Understand the occasions and emotions that drive customer purchases.

Navigate the Harry & David brands websites efficiently to locate products and information.

Recognize key products and what they are best known for, including gifts, gourmet foods, and seasonal favorites

Key Facts -America’s premier choice for gourmet gifts since 1934, offering fresh fruit and expertly crafted gift baskets. -1,700+ acres of land dedicated to growing premium fruit. -Approximately 14,000 tons of pears harvested each year.

Promote Health and wellbeing through natural, sustainably harvested seafood.

Support wild salmon resources and the people who harvest them.

Continuously improve ideas, products, and customer satisfaction.

operate integrity and strong ethical principles.

WOLFERMAN'S BAKERY 110+ YEARS OF BAKING 200+ DELECTED OFFERINGS 14+ ENGLISH MUFFINS SHIPPED EACH YEAR

SUMMARY Since 1934, Harry & David's focus has been delivering expertly crafted products backed by an extraordinary experience and unparalleled service, value, and variety.

Wolferman's Bakery delivers baked goods using the same delicious recipe the company was founded on over a century ago.

Vital Choice is built on a foundation of sustainability and diversity.

Our guarantee is the strongest in the business and sets us apart from our competitors.

Lesson Objectives -Identify key occasions when customers are most likely to purchase each brand. -Recognize the emotions customers associate with different occasions. -Explain each brand’s strengths and how they align with customer needs and occasions.

OCCASIONS Birthday -What Customers Want to Express: joy, celebration, appreciation, cheer, happiness.

Seasonal Occasions -What Customers Want to Express: celebration, warmth, festivity, cheer, gratitude.

Anniversary -What Customers Want to Express: love, connection, intimacy, passion, appreciation.

HARRY & DAVID Known for: -WINE -TRUFFLES -GIFTS BASKETS AND FLOWERS -GOURMET MEALS

-Customer often choose this bran for -CELEBRATION AND SPECIAL OCCASIONS -GIFTS THAT INCLUDE WINE, CHOCOLATE, OR GOURMETMEALS.

Harry & David -Product codes end with X. Vital Choice -Product codes end with H. Wolferman's Bakery -Product codes end with W.

SUMMARY Customers shop in many ways — by web, phone, catalog, mobile, or in stores — and knowing this helps match gifts to their needs.

Key website features like the search bar, account/sign-in button, and chat option are easy to locate.

script The delivery of this item depends on the harvest, and I cannot provide a specific arrive-by date. We'll ship your [ITEM NAME] to arrive sometime during the month of [MONTH].

Product Availability Definition of Availability Availability means IF there is inventory, the item will ship anytime during the date range shown. It is not a guarantee that inventory is actually available. These dates may not be accurate, use Inventory Inquiry or the website to determine availability.

Month-Only Availability Most seasonal fruits are Month-Only items. This means that we pick and pack the fruit as it ripens throughout the month. These items DO NOT, CANNOT, and WILL NOT, have a specific arrive-by date in the system.
How do we explain this to customers?

Week-Only Availability Occasionally, we do offer month-only fruit to arrive during a specific week or Holiday. These are referred to as Week Only. When a week-only item is entered, it will implant a 2-digit code. Hover over the code to see the actual week-of date. The date will be a Monday and the item will arrive sometime that week.

Entering Clubs Clubs allow our recipients to receive a gift delivery month after month for a one-time payment. We offer 3, 6, 9, and 12-month clubs.

In CCS2: A club item number is called a header item. It shows the entire club and includes an item number for each monthly shipment.

When needed, press F2 on the header item and select Club/Collection Details to view each shipment in the club. Think of the header item as the whole club. The component items are the monthly shipments. Click the circle for more information on Harry & David Clubs by Month

Click the circle to view club components

Subscription Orders Customers can schedule recurring deliveries for select products.

Important: Celebrations Passport® benefits apply. Coupons cannot be applied. Add-ons and greeting cards are included with the first delivery only. Ordering Requirements: Available online only Require a valid email address Available for select products only

Customers can choose deliveries every: 2 weeks 4 weeks 8 weeks

Duration options: Ongoing until canceled 3 months 6 months 12 months

Mix & Match or Create Your Own (CYO) Mix & Match and Create Your Own (CYO) items let customers personalize a gift by choosing different flavors, items and decorative bands for one price. Click each star for more information.

When you retrieve a customer, a Gift List window may appear.

Ask: "Would you like to order from your gift list?" Yes: Select the gift list and press F3. No: Press Esc to close the window.

Tip: If the wrong gift list opens, press Esc and select the correct gift list.

Before placing the order, verify the recipient's: Name Address Arrive-by date Item Greeting information

For each recipient, select the appropriate option.

Repeat - Reorder the same item from last year. Change - Select a different item for the recipient. Skip - Do not send a gift to the recipient this year.

Inventory Inquiry Use Inventory Inquiry to check product availability, delivery dates, and ZIP code availability before placing an order.

Click each box to learn more. Use Inventory Inquiry to: Check if an item is available. Confirm the next available delivery date. Verify delivery availability by ZIP code.

Before searching, have the customer's: Brand Recipient ZIP code Item number Quantity.

If the customer wants to place an order after checking availability: Select F5 to start a new order. Retrieve the customer. Continue with the order as normal.

The item you checked in Inventory Inquiry is automatically added as the first item on the order.

Refer to Article KA-02823 for complete instructions.

How to Enter Personalized Items Some Harry & David and Wolferman's gifts can be personalized. Click each box below to learn how to add personalization and identify personalized items.

Complimentary Greeting A complimentary greeting is printed on the shipping label or packing slip.

Enter the greeting exactly as the customer wants it printed.

Formatting the Greeting

Enter the greeting exactly as the customer wants it printed. Capitalize names. Use proper punctuation. Capitalize the closing. Proofread before saving.

Remember: The greeting prints exactly as entered

Greeting Field Limits

The complimentary greeting allows: 4 lines 30 characters per line (including spaces and punctuation)

If the greeting is too long: Help shorten the message, or Offer a personalized greeting card, if available.

Greeting Options

Press F6 to: View Greeting Codes. Copy a Previous Greeting.

Copy Previous Greeting is helpful when the customer is sending gifts to multiple recipients with the same greeting.

Greeting Options

Press F6 to: View Greeting Codes. Copy a Previous Greeting.

Copy Previous Greeting is helpful when the customer is sending gifts to multiple recipients with the same greeting.

Use these approved resources before submitting a Product Info Request: Company Website Master List Dynamics Knowledge Articles Browser search (for general information only, such as nutrition for fresh produce)

Never guess or assume product information.

Submit a Product Info Request E-Form when: The information cannot be found using approved resources. The customer requests follow-up.

Tell the customer: "I'll be happy to research that for you. You can expect a response via email within 48 hours."

Refer to Article KA-02604 for complete instructions and limitations.

Order at a Glance Use the Order at a Glance tab to review each recipient on an order, confirm recipient status, and correct incomplete information before payment validation.

Click each box below for more information.

Review Recipients Use the Order at a Glance tab to review recipients before completing an order.

Select the Order at a Glance tab.
Select the checkbox next to each recipient you want to review. Tip: Select Select All if all recipients need to be reviewed.
Select Review Recipients.
Make any needed updates.
Select Review Next Recipient until all selected recipients have been reviewed.
Return to the Payment tab when all changes are complete.

Recipient Status AOK: The recipient is complete. No changes are needed unless the customer requests one. INC: The recipient is incomplete. Review the recipient and correct any missing information before continuing.

Payment Validation Error If payment validation fails, review the Order at a Glance tab for incomplete recipients.

*Verify the Following *The Payment Total matches the Order Total. *Each recipient has an item. *Each recipient has a greeting.

Resolve the Error

Open the Order at a Glance tab.
Review recipients with an INC status.
Add or correct any missing recipient information, item, or greeting.
Return to the Payment tab.
Validate the payment again.

Refer to Article KA-02149 for complete procedures.

Offering the Telephone Special (TSP) The offer is given at the end of the call and will automatically pop up when you move to the payment screen.

When to Offer Offer it after the customer has finished ordering. It is required on all Sales and Service calls.

Presenting the Offer

Use the suggested wording in the Telephone Special window or put it in your own words.

Always: State the dollar savings or percentage savings. Use enticing and descriptive language. Ask for the sale.

Example: "You can save 25% on our Tower of Treats today. Would you like me to add it to your order?"

Customer Response

If the customer accepts Press Enter or double-click the item. Select the recipient. The item is added automatically.

If the customer declines Press Esc or click the X in the upper-right corner to close the Telephone Special window.

The End Of a Call The end of the call is about finalizing the transaction and obtaining payment for the order.

Before collecting payment, offer any final sales opportunities, which includes: Telephone Specials (TSPs) Celebrations Passport.

Before completing the order: Apply any eligible promotion codes. Collect the customer's payment information. Review the final order total with the customer.

Before ending the call, say: "Is there anything else I can help you with today?"

Remember to thank the customer for their order and invite them to shop with us again.

Celebrations Passport When you reach the Payment screen, the Celebrations Passport window appears if: The customer has an email address on file. The customer is not already a Passport member.

It is required to offer Celebrations Passport whenever the window appears.

Promo Codes A customer may receive a promotional offer that offers a discount on shipping or item cost. These offers are sent through a variety of channels:
Catalogs Emails Web Other business sites (like AAA)

Some promotion codes will require a PIN or one-time-use membership number, whereas others will only require the promotion code.

Promotion codes are applied on the payment screen before entering payment information.

Hassle Free If a customer requests a discount on shipping charges, first offer Celebrations Passport. If the customer is asking for a discount and does not wish to join Celebrations Passport, you may offer a 50% discount on the standard shipping charges by entering a Hassle Free code.

This is our Hassle Free policy and is intended to save the sale.

Refer to Article KA-03553 for the appropriate codes and more information. Hassle Free is only applicable to standard and express shipping charges.

Wallet Reward Credits Wallet Reward Credits are digital store credits automatically added to a customer's online account.

Customers receive a $15 Wallet Reward Credit during eligible reward events.

To redeem the credit, customers must: Place their order online. Sign in to an existing account or create an account.

Wallet Reward Credits: Are one-time use. May be combined with coupons or sale-priced items.

Wallet Reward Credits: Can only be redeemed on the brand that issued the credit. Are only valid during the promotional event window. Cannot be redeemed on phone orders. Cannot be used for: Passport Subscription items Renewals

You cannot create, modify, or manually apply Wallet Reward Credits.

Payment Information Before collecting payment information: Review the customer's order total Ask the customer to wait before sharing any bankcard information. Secure the line before collecting payment information.

Never write down or store bankcard information.

This includes: • Bankcard number • 4-digit bankcard token • Expiration date • CVV code

Writing this information in the scratchpad, comments, email, or an e-form is strictly prohibited.

Transactional Emails Customers automatically receive email updates throughout their order journey.

Parking an Order Most sales calls end with a completed order. However, there are a few situations where an order may need to be parked instead.

Park an order only when: The call was disconnected and you are unable to reach the customer. The customer disconnected before providing bank card information. The customer does not have their bank card available and will call back with the bank card number and expiration date. The order is transferred to a Supervisor before the order is complete.

Refer to Article KA-03457 for complete Park Order procedures.

Other Call Scenarios

Foreign Speaking Customers -If a customer prefers to speak a language other than English, connect a Tele-Interpreter before continuing the call.

Ask the customer what language they speak. Say: “May I ask what language you prefer to speak today?”
Inform the customer you will connect an interpreter. Say: “Thank you. I’m going to bring in an interpreter to assist us. One moment please.”
Select Hold to place the customer on hold. Select Consult.
Select External and dial 800-822-5552, then select Call.
Enter 52520#, then follow prompts: Press 1 for Spanish Press 2 for all other languages
Enter your employee number when prompted.
If you selected option 2 (Other Languages):
Tell the Tele-Interpreter Service the customer’s language. Say: “The customer speaks [LANGUAGE], or possibly a language from [REGION].” You may be placed briefly on hold while an interpreter is connected.
When the interpreter joins, clearly explain the purpose of the call. Say: “We are assisting a customer with their order today.”
Select Unhold to conference the customer onto the line.

During the Call Continue the call as you normally would. Speak directly to the customer, not the interpreter. Use short, clear sentences. Pause so the interpreter can translate.

Ending the Call Thank the interpreter and end the interpreter call. Return to the customer (if still on the line) to confirm they have everything they need. End the call.

Disconnected Calls If a call is disconnected, determine whether a callback is needed.

Call the Customer Back When: *A question or concern was discussed before the call disconnected. *Order information was shared before the call disconnected. *You accidentally disconnected the call.

Virtual Callback The Callback Feature is automatically offered when the average wait time for a specific queue exceeds two minutes. If calls are waiting but the average wait time remains under two minutes, the system will not present the callback option to customers.

When returning a customer callback, use the appropriate callback greeting before continuing the conversation. Refer to Article KA-03498 for more information.

Callback Greeting When the customer answers, say: "Hello, this is [YOUR NAME] returning your call from [BRAND] as requested. Before we begin, please note that this call may be recorded for quality assurance. How can I assist you today?"

After the greeting: *Continue the call as you normally would. *Complete the required customer verification.

Recovery Worker If a system interruption occurs, use Recovery Worker to restore your order. Click each box to learn more.

RECOVER ORDER If the Recovery Worker window appears:

Select Tools on the Launchpad.
Select Recovery Worker.
Select Recover to continue where you left off.

RECOVERY CONTINUES LOOPING If the Recovery Worker window continues to appear:

Select Recover.
Press F8 to refresh.

Important: Any unsaved changes made in CCS2 will be lost, and the order must be started again. If the issue continues, contact your Supervisor.

SYSTEM DOWN If CCS2 is unavailable, follow the approved System Down process to continue assisting the customer. Click each circle for more details.

PLACING A WEB ORDER When directed to place orders on the website: *Place the order as a guest. *The customer must have a valid email address. *Continue assisting the customer through the web order process.

If the customer does not have a valid email address: *Apologize and ask them to call back when CCS2 is available.

During a System Down order: *Gift Lists cannot be processed. *Passport benefits may not appear during checkout. *Some coupons may not apply during checkout. *Any required adjustments are completed after the system is restored.

Refer to Article KA-02729 for additional information.

ESCALATION REQUESTS Customers may request to speak with a Supervisor or a U.S.-based specialist.

SPEAK TO A SUPERVISOR If a customer asks to speak with a Supervisor: *Acknowledge the customer's concern. *Review the order and offer a resolution whenever possible. *Ask if the customer would still like to speak with a Supervisor after the issue has been addressed.

Scripting Suggestions include:

"I’m sorry for your disappointment in your product. I will be happy to transfer you to my supervisor. Before I do, can I have the order number or telephone number used to place your order?”
"I’m sorry your delivery didn’t go as planned. Before I get my supervisor, may I have the order number or phone number used to place the order so I can review what happened?" Never refuse a customer's request to speak with a Supervisor.

Refer to Article KA-01375 for complete instructions.

SPEAK TO AN US BASED SPECIALIST If a customer requests a U.S.-based specialist, say: "Please hold one moment while I transfer you."

Transfer the customer to the queue, HD - 904 On Shore Transfer.

If representatives are unavailable: *Offer to complete the transfer so the call will be answered when one becomes available.

If the request is outside operating hours: *Offer to submit a Supervisor Callback request. *Do not provide a callback timeframe.

CUSTOMER FEEDBACK When a customer wants to share feedback, determine whether it is about a product or service or about an agent.

PRODUCT OR SERVICE FEEDBACK Before submitting feedback: *Resolve any issues you can. *Submit a Customer Feedback request only after all actionable issues have been addressed.

When documenting feedback: *Use the customer's own words. *Do not include personal opinions or assumptions.

Tell the customer: "I'm happy to share your feedback with the appropriate team. Your comments help us improve our products and services." Refer to Article KA-03470 for complete instructions.

AGENT FEEDBACK If the customer wants to provide feedback about an agent: *Transfer the customer to a Supervisor.

If a Supervisor is unavailable: *Submit a Supervisor Callback request. Refer to Article KA-03470 for complete instructions.

COURSE OVERVIEW

Understand what good communication is.
Show listening and empathy to make customers feel heard.
Use clear, positive words and tone in calls, chats, and email.
Stay calm and professional when conversations get tough.
Focus on building real connections, not just fixing problems.

Let's Recap

How you communicate shapes how the customer feels
Listen for what the moment means to the customer
Respond with empathy before moving to solutions
Stay calm and professional, even when emotions are high.

Step 1: Understand the Moment I ordered cookies for my best friend’s promotion party. They arrived, but the wrong flavor was sent. This was supposed to be a big surprise, and now it’s ruined!

Step 2: Choose How to Respond

"That's not a big deal, at least they still got cookies"
"Can you check again to be sure it's the wrong flavor?"
"I'm so sorry about this mix-up. I understand this was an important surprise for your friend."

STEP 3: REVIEW THE IMPACT OF EACH RESPONSE

Minimize the importance of the moment and can make the customer feel dismissed.
Moves too quickly to verification, which can delay connection and increase frustration.
Acknowledges the emotional meaning of the situation before moving toward a solution.

Notice how each response changes how the moment feels for the customer.

SUMMARY Effective communication is how we make it right when something goes wrong. *Listen fully and show empathy to understand what the moment means to the customer. *Use clear, positive words and tone to help the customer feel heard and supported. *Stay calm and professional, especially when emotions are high. *Focus on connection first, not just resolution.

LEARNING OBJETIVE

Recognize when a customer situation carries heightened emotional impact.
Use the Make It Right mindset to guide decisions, not just resolve issues.
Assess responsibility using tiers as judgment tools, not rigid rules.
Pause, escalate, and act with empathy to support trust repair and Win Back.

INDTRODUCING EMOTIONAL IMPACT Standard Emotional impact What happened: A service issue occurred. How the customer feels: Disappointed or frustrated or annoyed. Why: The issue is inconvenient, but the moment itself is not significant or emotional.

ELWVATED EMOTIONAL IMPACT What happened: A service issue affected am important moment. How the customer feels: Upset because a meaningful occasion was impacted. Why: The gift was fixed to a special or important event, not just a transaction.

HIGHEST EMOTIONAL IMPACT What happened: A service issue occurred during a deeply sensitive or once in a lifetime moment. How the customer feels: Emotionally vulnerable, distressed, or deeply disappointed. Why: The moment is irreplaceable, and trust in us may be seriously affected

Practice We do not: *Argue with the customer *Get defensive *Minimize the customer's experience *Haggle with the customer

We do: *listen fully *use Empathy *Take ownership *Focus on restoring trust

What to Remember: *Not every issue has the same emotional impact. *Pause and consider the moment behind the issue. *When a moment can’t be fixed, lead with care and escalate. *When in doubt, always aim to Make It Right.

HARRRY AND DAVID SERVICE

COURSE OVERVIEW

Navigate Our System – Identify key system features and access essential tools to manage customer orders efficiently.
Make Changes in Sterling (SSC) – Apply order edits, updates, and modifications accurately while following system procedures.
Process Replacements, Refunds, & Adjustments – Handle item replacements, refunds, and payment adjustments correctly, ensuring accurate communication with customers.
Manage Other Issues (Telephone Specials, Escalations) – Recognize and appropriately handle technical issues and service escalations.
Work Holds Effectively – Identify hold types, follow procedures for processing holds, and understand which holds require specialized handling.
Assist Customers with Internet Help – Support customers calling with questions while ordering online, applying promo codes, or navigating the website, including taking orders over the phone when necessary.

WHY DO CUSTOMER'S CALL? *Customers may call to inquire about products before ordering. Recipients may call to inquire about products they received in their gifts. *Customers call to make changes to their accounts. *Customers also call to request changes to items, arrival dates, and greetings, or to request replacements, adjustments, or refunds when something goes wrong.

GENERAL INQUIRIES Customers or recipients call to inquire about the products in our gifts, such as the quantity of components or how many people the gift will feed, ingredients and/or allergen information, storage or preparation instructions, or other information.

Most of this product information will be found in the Masterlist or in the Dynamics Knowledge Base. Hover over the images to review how to handle dietary concerns, allergen questions and any illness reports from customers or recipients.

OUR SYSTEM Sterling Service Center (SSC) is our Customer Service Suite. It is a web-based program. Follow the instructions below to access the system.

ORDER SEARCH OPTION Use Order Search or Order Search (Advanced) to locate orders using customer, recipient, or order information. Hover over each section of the screen to learn when to use it.

FINDING THE ORDER NUMBER If a recipient does not know the order number, ask them to check the shipping label first. Click the hover buttons for more information.

If the Recipient Cannot Find the Greeting If the greeting is not printed on the shipping label, ask the recipient to check the packing slip inside the box.

What to Say: "If you don't see the greeting on the shipping label, please check the packing slip inside the box. The order number is printed there as well."

CUSTOMER INFORMATION AND CONFIDENTIALITY 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? hover over each card to learn what information can be shared.

CUSTOMER *May receive information about their order. *May receive payment type and last four digits of the card used. *Do not provide details about fraudulent orders.

RECIPIENTS *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 NT LISTED ON ACCOUNT *Do not discuss order details. *Ask the customer listed on the account to contact us.

THIRD PARTY These are two scenarios: 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.

LESSON SUMMARY *Customer and recipient information is CONFIDENTIALS and should only be used to perform your job responsibilities.

*Before sharing order information, DETERMIN 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 REVEAL THE SENDER'S IDENTITY. When in doubt, follow the Confidentiality Policy and ask your Supervisor for guidance.

ORER SUMMARY PAGE

UNDERSTANDING ARRIVAL DATES IN STERLING 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.

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.

B2C-Businessto Consumer *Customer placed order. *B2C orders do not need to be transferred and can be handled by all sales & services trained agents. This is the most common order type.

B2B-Buiseness to business *Corporate sakes order. *If your are speaking with the customer of a corporate sales order, translate the caller to corporations sales. *If you are speaking to a Recipient of a corporate sales order, assist the caller per usual.

3PF - 3rd Party Fulfillment *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 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. 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. -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. If present, holds take priority over all other changes that are needed or being requested.

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.

WHERE IS MY SHIPMENT 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.

Accessing Tracking Information in Sterling (SSC) Double-click the item line. Select the Fulfillment tab. Click the tracking number to open the carrier’s website.

Group, CYO, or Club Orders If the item is a Group, CYO, or Club order: Double-click the item. Double-click one of the components. Select the Fulfillment tab.

WHY WAS I CHARGE? Why was I charged? = Payment information

RESEND ODER CONFIRMATION Resend Order Confirmation: You can only resend an order confirmation from Sterling (SSC).

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 Understanding the different item statuses is essential for managing changes, tracking shipments, and handling refunds or replacements.

1.CREATED -APPEARS AT HEADER LEVEL UNTIL COMPONENTS ARE SHIPPED. 2. PENDING CARRIER DETERMINATION -ITEM IS NOT YET PREPARING FOR SHIPMENT. 3.CARRIER DETERMINATION DONE -CARIER SHIPPING METHODS ARE ASSIGNED BUT THE ITEM HASN'T SHIPPED YET. 4.SCHEDULED -ITEM HAS NOT SHIPPED YET 5. BACKORDER -ITEM STATUS IS NOT DETERMINED YET. THERE MAY BE AN INVENTORY ISSUE WITH THE ITEM. CHECK TO SEE IF THERE ARE ANY HOLDS. 6.REFUSED CREATED -A REFUND OR REPLACEMENT HAS BEEN PROCESSED FOR THE ITEM. CLICK ON THE REFUND/REPLACEMENT TAB TO REVIEW STATUS. 7. GRATIS COMPLETED -SOMETIMES THE REPLACEMENT MUST BE PROCESSED OUTSID THE SYSTEM. THIS IS CALLED ROS OR GRATIS. 8.SYSTEM CLOSED

SOMETIMES A REPLACEMENT MUST BE PEOCESSED OUTSIE THE SYSTEM. THIS IS CALLED ROS OR GRATIS.

*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.

REQUESTING RESOLUTION Errors will happen, and occasionally customers reach out because their experience did not meet expectations. While some factors—such as shipping delays or weather—may be beyond our control, how we respond is not. We take ownership of every situation and focus on delivering solutions that restore confidence and make things right.

Customers often come to us with a solution in mind. When it’s reasonable, we honor it without hesitation. Respond with an empathetic, personalized apology and be prepared to offer a solution that feels fair and resolves the issue.

Guidelines are provided on the Resolution Guide to help you determine the appropriate actions to take. The Resolution Guide is located in Article KA-03310 in the Dynamics Knowledge Base.

Less than 50% SPOILED -Partial replacement

More than 50% SPOILED -Replacement with the same or comparable item.

REPLACEMENT ACCEPTED