Order Issues
A customer received only one shoe in their order. What should you do?
Apologize, request photos, contact the store, document in Aptos, and resolve based on store response.
A customer wants to return an in-store purchase by mail. What do you say?
In-store purchases must be returned to a DTLR store with the original receipt.
A customer asks when their express order will ship. What do you say?
Orders placed before 1 PM EST ship the same day. After 1 PM, they ship the next business day.
A customer wants to know if their City Gear loyalty points are still valid. What do you say?
Inform them that the City Gear portion of the Hibbett | City Gear Rewards program ended on June 1st. They should sign up for the DTLR Trendsetter program to continue earning rewards.
What is the maximum time you should have a customer on hold.
2 Minutes
A customer says their DoorDash order was marked as delivered, but they didn’t receive it. What should you do?
Ask the customer to check with neighbors and around their property. Then direct them to DoorDash Customer Support for further assistance, as DTLR is not responsible once the package is marked delivered.
A customer who just placed their order says their tracking says “Label Created” but no movement. What should you say?
Let them know it can take 1–2 business days for tracking to update after the label is created.
A customer returned an item to 9010 but hasn’t received a refund. What should you check?
Check the Returns Log and Aptos for status. Refunds can take up to 10 business days to process.
A customer says their package was delivered but is missing. What’s your process?
Ask them to wait 24–48 hours, check with neighbors, then assist with filing a FedEx claim.
A customer asks if they can use their City Gear gift card at DTLR. What’s the answer?
No, DTLR stores and DTLR.com cannot accept City Gear gift cards. They were only valid at City Gear stores through May 31st, and now can only be used at Hibbett stores or Hibbett.com.
Management Request Respond If the manager is unavailable.
“Currently, the manager is assisting other customers. I will take your name and number, and a manager will call you back within 24 hours. May I have your phone number?"
A customer placed a DoorDash order before 1 PM EST but it didn’t arrive the same day. What’s your response?
Apologize for the delay and let them know that same-day delivery is expected for orders placed before 1 PM EST. If the delivery window was missed, we can issue a refund for the shipping cost.
A customer wants to cancel their order. What should I check first?
Check the order status in Aptos:
You need to issue a refund for an order paid with Afterpay. What’s the correct process?
Start the refund in Aptos, then go to Shopify, search the external order number, and process the refund there.
Be sure to uncheck “Return inventory” and do not send a notification unless instructed.
What should I do if a customer received the wrong item or a defective product?
A customer made a purchase on CityGear.com before May 27 and wants to return it. What should you advise?
Direct them to contact Hibbett customer service for any issues or returns related to CityGear.com orders placed before May 27.
Management Request Respond If the customer insists on speaking to a manager immediately.
“We are unable to do a direct transfer at this time. I will mark your request as urgent, and a manager will call you back shortly. May I have your phone number?”
A customer placed a DoorDash order after 1 PM EST and is upset it’s scheduled for the next day. What do you explain?
Let them know that orders placed after 1 PM EST are automatically scheduled for next business day delivery, per DTLR’s delivery policy.
Can a customer change their pickup location after placing a BOPIS or Ship to Store order?
No, once the order is placed, the pickup location cannot be changed. The customer would need to cancel the order (if still possible) and place a new one with the correct location.
A customer sees multiple charges on their account. What do you explain?
They're authorization holds, not charges. They’ll clear in 3–5 business days or up to 30.
A customer asks if you ship to P.O. Boxes. What’s the answer?
Yes, for orders under $150 using Economy shipping.
A customer made an in-store City Gear purchase before June 1 and wants to return it. What’s the process?
They can return it to any City Gear store within 20 days of purchase. A receipt is required for a refund to the original payment method. Without a receipt, a DTLR gift card may be issued with district manager approval.
A customer is requesting a reshipment. How do you begin the process in Aptos?
Locate the original order, click Order Action > Initiate Return/Reship, select the item and reason “RESHIP,” and follow the prompts to either create a new order or issue a refund if inventory is unavailable.
A customer says their DoorDash order was misdelivered. What should you do?
Confirm the shipping address, review the delivery photo, and if it’s clearly misdelivered, file a claim with DoorDash and offer a replacement or refund based on management guidance.
A customer asks why their order was cancelled. What could be the reason?
It may be due to our security system or the item went out of stock
A customer is requesting a refund by check. What is the correct process?
Complete the Check Request Form in Excel, then email the completed form to the following recipients:
Finally, document the request and submission in the order notes for tracking and accountability.
A customer asks about the difference between Ship to Store and BOPIS. How do you explain it?
Ship to Store ships from warehouse (3–5 days, $2.99). BOPIS is same-day pickup if in stock locally (free).
Maria sent a store complaint email yesterday but is now on PTO. How should Jose check if the store responded?
Jose should search the CSR@DTLR.com shared inbox using the store number or keywords from the original email.
A customer is missing a refund, and you need to verify it in Aptos. What steps do you take?
Go to Commerce > Manage Existing, enter the order number, and click Process Payment.
Check the Authorization History for any CREDIT entries and confirm the refund amount and date.
How do you locate a customer’s DoorDash order in the Merchant Portal?
Log into the DoorDash Merchant Portal at https://merchant.doordash.com. Once logged in, click on the “Orders” tab in the left-hand menu.
What are the essential details required when creating a shipping or return label?
Include the customer order number in the "Reference" field.
A customer asks how to remove a hold from their account. What do you say?
DTLR notifies the bank, but only the bank can remove the hold. It may take up to 30 days.
A customer asks how to track their order. What do you tell them?
Direct them to the Order Tracking page on the website to enter their info.
If a store doesn’t respond to Jose’s second follow-up email, who should he contact next?
Jose should reach out to Customer Service Management (CSM) to send a third follow-up as reinforcement to prompt a store response.
When submitting a check request, always name the file using this format:
Check Request – [Customer First & Last Name] [Order Number]
Example: Check Request – John Doe 123456
A customer’s DoorDash order was canceled, but the item is still available in-store. How should you respond?
Apologize for the inconvenience and offer two options: