Delivery Exceptions
When would we schedule the "DTC product credit" sku for delivery?
Never!!!
Guest reached out to cancel their Tulo pillow order that is showing in-transit. Would you process a PPA?
NO, NEVER!
Which products and service skus should be added to an out of market DTC to DTC comfort exchange?
The DTC product credit sku
10% restocking fee
What skus would be added to an in market return for DTC product?
The product sku for the mattress being returned.
Restocking Fee
Gold Service
A guest submits a cancellation request and upon reviewing the order the tracking shows label created with no movement over 10 business days. What sku would you use to process the return?
"DTC product credit" sku
Guest lives in market and would like to cancel their $450 mattress which has already shipped by FedEx. Would we process a linked or non-linked return?
Linked return!
Would you write a linked or non-linked exchange for a guest that lives out of market and wants a comfort exchange on their mattress?
Non-linked Return!
Would you write a linked or non linked return for an in market DTC mattress return?
Linked!
Your guest ordered a queen size Tulo Hybrid mattress but received a full size mattress in error. They would like the correct product reshipped and they live in market. Would you write a linked exchange or a non link exchange using the DTC credit sku?
You would create a non-linked exchange using the DTC credit sku.
Lisa changed her mind and no longer wants the perfect sleeper express mattress already shipped. She lives out of market. The cost is $300.Which steps would you take to cancel this order?
Create a non-link return using the DTC product credit sku and invoice it as a pick up in the original cash drawer.
Our guest lives in market and wants to exchange the $350 tulo mattress they received by FedEx to a $400 core mattress. What steps would you take to assist this guest?
Write a linked exchange, schedule all items for red carpet delivery in the Will Call date and email the WMAP link to the guest to pay the balance due.
The guest received a DTC product and would like to return within 120 days. The guest lives in the Mattress Firm delivery footprint. What steps would you take to assist this guest?
Write a linked return.
Add Restocking and Gold Service fees.
Schedule warehouse "delivery" for the return.
Email a PDF of the receipt and set refund expectations.
The guest ordered a malouf bundle and the system shows it is lost in transit. The guest would like a replacement shipped. What steps would you take to reship the product to the guest?
Create a non-link exchange order using the DTC product credit sku for the lost item and schedule the replacement as direct delivery. The DTC product credit sku should be scheduled as a pick up in the original cash drawer and invoiced.
Mary lives within Mattress Firm's delivery footprint and wants to cancel her order for a $600 mattress which is already in transit with FedEx. What steps do you take to process her request?
Write a linked return order and schedule the return as a red carpet delivery after the guest receives the mattress.
Tiffany wants to exchange the $1500 core mattress she received for a $1000 DTC mattress. Tiffany lives out of market. What steps would you take to assist her?
Call H&A!
Mark wants to return his DTC pillows within 120 days but lives inside of Mattress Firm's delivery footprint. What steps would you take to assist Mark?
Advise that accessories are final sale and do not qualify for the 120 day comfort guarantee!
Guest received their direct shipped Nectar king size mattress and reported that it is stained and they would like a replacement. What steps would you take to assist the guest?
Request a photo of the damage.
Process a non-linked exchange using the DTC product credit sku.
Add the replacement item with no price difference and schedule as direct delivery.
Invoice the DTC product credit sku as a pick up in the cash drawer.
Advice the guest to donate or dispose of the item.
John lives out of market and no longer wants his Tulo order that is on its way! The full mattress is $450 and the twin is $250. How would you refund him for this order?
Ask the guest to email us when the item arrives.
Create a linked return and email Elizabeth Soto and Joey Robbins to request a call tag.
Do NOT Invoice
Beth ordered a core mattress for $850 and would like to exchange it for a DTC product mattress. Beth does not live within Mattress Firm's delivery footprint. What steps would you take to assist Beth?
Process a PPA and advise the guest that they can donate/dispose of the mattress and make a new purchase with the refund.
Sasha wants to return her $650 DTC mattress within 120 days because after sleeping on it she has decided it is not for her. Sasha lives outside of Mattress Firm's delivery footprint. How would you assist her?
Process a non linked return using the DTC Product Credit sku.
Add the restocking fee.
Schedule both lines for pick up out of the original terminal and invoice immediately.
Set refund expectations for the guest.