**Sept 3** · Offline Notepad

Replacements, Refunds and Adjustments

Requesting Resolutions -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.

Refunds

Use Create Refund/Replacement when a customer is eligible for a refund. Select Create Refund/Replacement from the Related Tasks menu. Select the item and appropriate Reason Code. Continue to the Payment Confirmation page. Review the Amount to Refund. Verify the refund amount with the customer. Select Confirm to complete the refund.

Refunds Over $200 If the refund exceeds $200: Ask the customer to hold. Contact a Supervisor and explain the situation. If the Supervisor approves, provide the order number and proceed with the refund.

Before Closing the Order Complete the Order Review Checklist. The refund order is automatically linked to the original order.

Resolution Guide How to Use -Always offer a sincere, personalized apology. Review the order before offering a resolution. Begin with the 1st Resolution for the scenario. If the customer is not satisfied, continue to the next resolution from left to right. Select the resolution you are offering to view the handling instructions.

For closing a call with HD (Harry & David) customers, use the following script: “Is there anything else I can help you with? Thank you again for your business with Harry & David. Have a good day/night.” If you are closing a call after resolving a delivery issue, delivered wrong, or quality issue, use: “Thank you for giving me the opportunity to make this right for you, and for trusting us here at Harry & David.”

Delivery Issue:

Arrived Early 1st resolution : Provide information for storage until event or holiday. 2nd Resolution: Apology Call to Recipient

Late Arrival 1st Resolution: Apology Call Recipient 2nd Resolution: Refund the shipping for the item. If there are no shipping charges(free shipping coupon, passport member), refund 20% of the price of the item. If the customer is still not satisfied, Refund the item.

*Non-delivery 1st Resolution: Determine if it is still in transit and offer a check up call to the recipient. If it truly did not arrive and is not in transit (reported as delivered), replace with same item or comparable item (up to $10 more). 2nd Resolution: If a replacement is not accepted, refund the item.

Quality Issues *Spoiled/Poor Quality or Damaged -offer a sincere apology 1st: Less than 50% spoiled? Partial Replacement (Article KA-01017 2nd: More than 50% spoiled? Replace same or comparable item (Article KA-02479) 3rd: if replacement not accepted Refund item (Article KA-02457

Making a Sales Offer When assisting a customer or recipient it is a requirement to make a sales offer.

You must manually click the Telephone icon on the CCS2 L Bar to open the Telephone Special (TSP) window. On Customer Service and General Inquiry calls, you must offer an item from the TSP window using the suggested scripting or your own enticing verbiage.

If the customer accepts, double-click on the item in the TSP window to open a new OE session in CCS2. The selected item will be added automatically, but CCS2 will not auto-populate the customer's information.

If speaking to the customer: If they want to send the TSP item to themselves, retrieve them by phone number or email address, then press Ctrl+S on the recipient page to retrieve them as the recipient. If they want to send it to someone else, enter the recipient as new.

Making a Sales Offer When assisting a customer or recipient it is a requirement to make a sales offer.

Sterling (SSC) Error Code Chart If you encounter any errors in Sterling (SSC), refer to Article KA-03611.

Club vs. Subscription Common Subscription Requests Clubs Clubs contain pre-defined components and can be selected to ship in either 3, 6, 9 or 12-month duration. The customer pays up front for the entire club. Typically, the shipments are month only and will arrive sometime during the month.

Subscriptions For Harry & David, Wolferman's, and Vital Choice, customers can subscribe to receive regular shipments of select items. A valid credit or debit card must be on the order because the customer is charged each time a shipment is sent. Shipments continue until the customer cancels the subscription.

Cancel Subscription Customers must manage subscriptions online. Do not cancel a subscription in Sterling (SSC). If the customer cannot or will not cancel online, submit the Subscription Cancellation Form.

Subscription Shipment Has Not Arrived Review the order. If the shipment is on hold, transfer the customer to Specialty.

Refer to Article KA-01899 for additional scenarios and handling instructions.

Escalated Situations When to Escalate: If all attempts to appease the customer fail, offer to escalate to a supervisor. If a customer requests a supervisor, graciously place them on hold and complete a warm/consult transfer whenever possible.

Escalation Options: Warm/consult transfer to a supervisor. If a supervisor is unavailable or the customer prefers, offer to submit a Supervisor Callback request via Sterling (SSC) under Related Tasks > E-Forms > Escalations > Supervisor Callback e-form.

What Are Transactional Emails? When a customer places an order by phone or online and has an email address on file, they automatically receive transactional emails as their order progresses.

The most common Transactional Emails are: Order Confirmation Shipment Notification Delivery Notification

Order Confirmation - Sent immediately after checkout. Contains: Order details, customer and recipient information, arrival date, greeting message, and order total.

Order Confirmations should only be sent to the customer. The Order Confirmation already contains the information customers typically request. An itemized invoice is not needed.

Shipment NotificationSent each time an item ships. Contains: Shipment details, tracking information, and delivery updates.

Customers can use the tracking link to monitor delivery progress. Some customers may also have the option to redirect their shipment to a pickup location, such as Walgreens or Dollar General.

Delivery Notification - The Delivery Confirmation email is automatically sent after an order is delivered. It confirms the order has arrived and includes the delivery date, recipient's address, product details, and tracking information, if available.

Missing Transactional Emails If a Customer Did Not Receive an Email Verify the email address. Ask them to check their spam or junk email folders. Offer to resend the Order Confirmation. This can be done from the link in Sterling (SSC).

Customers can also sign in and select MY ORDERS to: View order details Track shipments Review order changes

Resending Order Confirmations Before Resending Verify the customer's email address. Ask the customer to check their spam or junk folder. Confirm the email address is not a role-based email address. Examples: info@ support@ sales@

What a Resent Email Includes Updated item information Updated arrival date Updated greeting message Updated address information

What a Resent Email Does Not Include Item cancellations Order cancellations Refunds Replacements Charge adjustments

Managing Marketing Preferences Customers may contact us because they want to stop receiving promotional emails, text messages, or surveys. Hover over the options below to learn how to manage customer communication preferences.

Promotional emails Email Preferences -Subscribing to promotional emails. -Unsubscribe from promotional emails -Update marketing preferences.

Transactional Emails: -Order Confirmations -Shipment Notifications -Celebration Passport Communication

Lesson Summary Telephone Specials (TSPs) don’t appear automatically on service or inquiry calls — you must click the Telephone icon on the CCS2 L Bar to make the offer.

Transactional Emails are automatically sent to customers based on activity on their order, including Order Confirmations and Shipment Notifications

If you encounter error codes in Sterling (SSC), refer to Article KA-03611 for explanations and steps to resolve them.

If your customer asks to speak to a supervisor, graciously place them on hold and transfer them immediately.

Identifying and Working Holds in Sterling (SSC) In Sterling (SSC): If there are holds, you’ll see a padlock icon at the top center of the Order Summary page (next to order status) or on the order lines.

Reviewing Holds 1.the type of hold 2.The recipient that like belongs to. 3.Sub line Number: If the item is a bundle(header line and component lines), the sub line is the component line of its parent item. 4.Product: The names and item numbers of the item or components. 5.Applied to: Indicates if the hold applies to the order or a specific order line 6.Reason text may include: -the actual hold subtype number -Just a description(no hold number) -A description of what is needed -Or it may be blank -Refer to the hold code description chart in article KA-02940 for instruction on how to resolve the hold. 7.Hold Details: Provide more description or details to supplement the reason Text.

Resolving Holds on an Order If a customer contacts us and there is a hold on the order: Look up the hold by code or description in Article KA-02940 for instructions on how to handle. When resolving holds, always verify the address. The hold showing may indicate another issue, but there can also be an additional problem with the address. Verifying addresses is a required step when resolving holds. If the steps are listed to resolve it: Follow the steps in the order they are listed. Some holds will instruct you to resolve the hold first, then take further actions to resolve the issue. Other holds will instruct you to resolve the issue first, then resolve the hold las To review or resolve holds, click Resolve Holds in the Related Tasks menu. To check notes: Order Notes – click View/Add Notes at the top of the order.

Applying Holds You should only apply a hold when a procedure instructs you to do so. Follow the instructions in the procedure exactly as written.

Example: A customer asks you to update the ship-to address because the recipient moved, but you cannot make the change because the item status is Included in Shipment. When an item is in this status, changes cannot be made.

In this scenario, you would apply an Order Modification Request (846) hold to the order line.

To apply the hold, select Apply Holds from the Related Tasks menu.

Document the Requested Change Add the requested change to: Reason Text on the Apply Holds screen View/Add Notes on the Order Summary screen

Order Line: Applies the hold at item level and will not affect order lines or the order as a whole. Hold Type: The hold type in our example is Order Modification Request. You would select this from the options in the holds type dropdown Hold Sub Type: Select the hold number associated with the type. In this case, 846. Reason Text: In the Reason Text field, leave a detailed note that explains what needs to happen and why.

Click Save. Hold Type: The hold type in our example is Order Modification Request. You would select this from the options in the holds type dropdown. Once you click save, clicking GO to Order Summary generates as window INCORRECTLY stating "There are unsaved changes. Do you want to close?" Disregarding this message and click, OK. The hold will be saved if you need to update or add additional information, add a new one.

Do Not Work Wine Holds When you retrieve an order that is on hold, refer to Article KA-02940. This chart has each hold listed in numerical order and includes steps for how to handle.

All the wine-related holds state: Transfer to Specialty at HD – 514 CS Support Main. Close the order and do not resolve the hold. If unable to transfer, fill out the System Down/Order Update e-form and in the comments, state the change that the customer is requesting.

Working Holds -Identifying and Working Holds in Sterling (SSC) In Sterling (SSC): If there are holds, you’ll see a padlock icon at the top center of the Order Summary page (next to order status) or on the order lines. -n Sterling (SSC): If there are holds, you’ll see a padlock icon at the top center of the Order Summary page (next to order status) or on the order lines.

ORDER HOLDS & LINE HOLDS

resolution First Step: Offer Sincere Apology Second : -Less Than 50% spoiled

Partial Replacement Third : -More than 50% Spoiled -Replace with same or comparable item Fourth: -Replacement not Accepted -refund Fifth: -Apology call or letter or receipt

Damage First Step: Offer Sincere Apology Second: