Gift Cards
What is the difference between Cashstar and Givex?
CashStar is used for re-sending e-gift cards to the original recipient's email address or reissuing e-gift cards to a new email
Givex is for checking gift card balances and balance adjustments (draining gift cards)
What do the error codes mean that can show up when placing an order?
Error codes exist as a barrier that prevents our Guests (and Educators) from completing orders.
Name all 5 shipping companies that orders can be sent out with
1. FDXD: FedEx
2. CP: Canada Post
3. USPS: United States Postal Service
4. LSAG: LaserShip
5. TFND: T-Force
When we send an e-gift card to a Guest, how long does it take to be delivered to their email?
24-48 hours
What does 481 error code mean?
The order is related to e-commerce fraud, the order contains a compromised credit card or it is an unauthorized purchase
How long do pre-authorization charges take to drop?
How can you purchase an e-gift card for a Guest?
You cannot!! Only Guests can order these for themselves
Why would a PayPal void request need to be created?
1. The order is cancelled
2. The order is incomplete on lululemon.com
How can you tell is an order is a split shipment?
There will be more than one tracking number in the Shipping Mode and the DC Node will tell you where individual items are shipped from (either from DC (warehouse) or store).
When purchasing a physical gift card in CSC, what is the SKU used?
82015 (KB 914)
For a 481 error code issue, who do we tell the Guest we are reaching out to and how long will it take for the team to follow up with the Guest?
We tell the Guest that we are reaching out to the Order Support Team for more information and they'll hear back from us within 4 business days
How long does an Address Update request take to update?
3-5 business days
What gift card information can we not share with a guest when searching on Givex?
Where the gift card was used, if an online order was placed or if we can see the gift card was used in a different province/state.
What are four reasons that a Guest may not have received their confirmation email after placing an order?
1. The order was not successfully placed
2. The Guest's email was entered incorrectly
3. An error occurred in the system and the email was never sent
4. The email landed in the Guest's promotions or spam folder
Which tracking companies can we request an address update from?
Only FedEx!