Leafly Market

Policies

100

This is the Return Policy for Leafly Market products.

What is: "We offer 90 days from the date of receiving your order to exchange or return your items. We’ll accept an unlimited number of unused and unopened products."

200

This is the Leafly Market price match policy.

What is: "We’ll match any published price (the price currently listed on select online competitors) for an identical item. If you found a better price, contact us within 14 days of placing your order, and we’ll credit your original method of payment with the difference.

The price for an item must be listed, in stock, and valid at the time of match. We reserve the right to verify a competitor’s advertised price and the availability of the item. If we aren’t able to verify the lower price, we may decline the request."

*We can only process a price-match on orders that have already been placed as we will need to process it as a partial refund.

300

This qualifies an item for the open box or gently used Leafly Market return policy.

Bonus: how many of this type of return do we state internally that customers are allowed?

What is:

1. Open Box Product: The customer has opened/broken the seal on the original packaging, but hasn't necessarily used the product                 
2. Gently Used Product: Customer has used approx. 1/2 or less of the product that they wish to return
   1. Please use discretion here, we do not want to make it overly difficult for customers to return items, but also don't want to accept a return where a majority of the product has been used

^{*We advertise to our customers that they have unlimited returns but INTERNALLY we allow only 2 for open box/gently used returns. A supervisor or Team Lead approval is required to determine eligibility for all returns beyond the standard 2 items.}

400

These are the locations we do NOT ship to.

What are:

• Idaho
• Iowa
• South Dakota
• Internationally (do not ship outside of US)

Shipment of CBD products is currently prohibited in these states.

500

These states prohibit the sale of vapes.

_{The following states currently prohibit the sale and shipment of vaping related products such as cartridges or pens.}

What are:

• Idaho
• Iowa
• Michigan
• Oregon
• Rhode Island
• South Dakota
• Washington

Zendesk

100

This is the communication channel used to respond to missed chats.

What is an email response to the customer?

200

Which required Zendesk field notes the location of the customer and should always be filled out based on the information within the email and changed if the customer supplies a specific location.

What is Region.

300

These are the 3 steps taken to access the Reason Code for when a Market Stakeholder is a business.

What is: 

1. Market Reason Codes

2. Pre-Order

3. Business

400

This is the appropriate use for each option to submit a ticket.

(New, Open, Pending, On-hold, Solved)

Submit as New - This status shouldn't be used

Solved as Open - This status shouldn't be used

Submit as Pending - This status should be used if you are waiting for information from a customer.

_{*Type should always be Task for these interactions. Always associate a due ticket of 3 business days for a check-up these tickets}

Submit as On-Hold - This status should be used for tickets waiting on another internal team or a 3rd party team. 

_{Type should always be Task for these interactions}

_{A regular check-in should be done with situational discretion. See your manager for additional guidance if needed}

Submit as Solved - This status should be used once the ticket has been responded to and the interaction has been resolved

500

These are the criteria to document in Zendesk as an internal note for a returned order.

What are:

• Once you've initiated the return you will need to return to the chat and/or email thread to inform the customer 
• All chat and email interactions require an internal note be added outlining what was performed

  • EXAMPLE INTERNAL NOTE:

    • ORDER #

    • REFUND TYPE AND DATE REQUESTED 

    • SKU OF ITEMS

    • AMOUNT REFUNDED

• When applicable reason codes are used:
  • Submit the applicable information into the Leafly Market Refund Form

3rd Party Tools

100

This is how you create a manual order # in Skubana for replacement orders.

What is: The original order number plus -

- "R" to signify a replacement order

- The sequential replacement order number, "1"

ex: (replacement order #1) LFLY-772066979757-R1

200

This is how to manage On Hold orders in Skubana.

What is: If an order appears in the On Hold status, reach out to Chris Ivester in the #lm-order-issues Slack channel and he will assist you with evaluating the order and figuring out if it should be approved and taken out of the hold status. 

_{We have some rules set up within Skubana to put orders over $500 on hold to confirm that they are not fraudulent.}

300

This is how to adjust the item quantity in an order.

What is: If a customer wants to remove an item and asks to do a partial cancellation (i.e. they want to remove 1 of qty 2 of a product they ordered):

If we can cancel the order still (check the Canceling Order section), then cancel the entire order

1. Manually place a new order that excludes the item they requested to remove
2. Advise the customer we’ve done this
3. 
   
   1. Note, they will not get a confirmation email for a manually created order but they will see a new shipping confirmation email once it ships out
4. Set the status to Task in Zendesk and set a due date 3 days from now
   1. Make notes about what was canceled, the original order amount, and the new order amount.
5. Once the replacement order ships, go into NMI and issue a partial refund so the customer is only charged for the items they will receive 
   1. Note, because the original order was canceled, NMI will not automatically process the charge to the customer like normal.
   2. Once the new order ships, we will need to go into NMI and manually process their charge (this is the Task you set up in Zendesk) 
   3. Before hitting Capture in NMI, be sure to adjust for the item that was removed from the original order. If tax was applied, be sure to calculate that difference as well (more details in the Partial Refund section above).

400

This is the process for editing a shipping address.

What is: if a customer wishes to edit the address on an existing order, we are only able to perform this action if the order is still Awaiting 3PL Export. Please see the following steps to confirm if the customer’s shipping address can still be updated. You will need to access Skubana and proceed to do the following:

• Copy the customer’s Order Number or buyer email address
• Select Orders tab in top navbar
• Select the Search icon and paste customer Order Number or buyer email address
• 
  
  • If the order exists it will pull up in the panel to the right of the search fields
• Scroll to the Status column
  • If the status is Awaiting 3PL Export then the order has not been sent to the warehouse yet and the shipping dress can still be adjusted 
• If the order is in the appropriate status, select the Order Number
  • Locate the Recipient heading and adjust the shipping address as needed
• Select Save to confirm and update the address

If we’re unable to update the address for a customer and they entered their address incorrectly (i.e. the package is unrecoverable), we’ll treat it as a missing package and reship a new one free of charge.

500

This is how to re-send an email via Sailthru.

What is:

1. u will first need to look up their order date
2. Open Sailthru 
   1. Select Analytics 
   2. Select Systems & Logs 
   3. Select Triggered Send Log
3. You will need to enter the following for the template filter: 
4. 
   
   1. Lm-order-confirmation
   2. Lm-order-delivered
   3. lm-tracking-information
5. Enter the order date in for the applicable state and end date
6. CTRL + F and search for customer’s email
   1. You may need to scan through multiple pages in order to locate the correct one

Other

100

This is how to manage a Brand wanting to sell products on Leafly Market.

What is: emailing [e-mail] with relevant brand information and your third-party lab results.

200

This is the response for a customer asking for a promo code.

What is: Ideally, we’d ask the customer to sign up for our Newsletter (accessible via the footer on Leafly Market site)

300

These are the categories of products sold on Leafly Market.

What are: Oils, topicals, edibles & beverages, capsules, bath & body, Pets, vapes.

400

This is the total number of products currently listed on Leafly Market's website.

What is 126 items!

500

This is the solvent used to extract isolate for CBD.

What is super critical CO2 as the extraction method for isolate.