Back to the Basics
This is the number of days we typically wait to consider a package lost after the Promised Delivery Date.
What is 3 days?
A fan in Mexico reached out about a lost package. They still really want their order, and we can see there is more of the item in stock. This is what we can do in this scenario.
What is a reship?
The return label we provide fans expires if not used after this many days.
What is 30 days?
A fan sends us a message that looks like they're replying to us via DM, but it appears as if there are no prior Sprinklr messages. This is the type of case this most likely is.
What is a marketing case?
A fan reaches out about a Sportsbook issue. They say they've been trying to get in touch with them, but they haven’t heard back in two weeks. This is what we can do to help the fan get a response.
What is 'create an FBG ticket in FanAssist'?
OR What is an FBG ticket?
A fan reaches out about a Club America jersey. This league macro should be applied when closing this case.
What is the international league macro?
A fan in France reaches out because the jersey they ordered arrived with a big hole in it. They want to return it for a refund. This is what we provide the fan so they can receive a free return label.
What is: Provide the Returns link to the fan AND submit an FI returns ticket to make it free.
This percentage is the highest appeasement code that we are allowed to generate in FanAssist.
What is 30%?
This is one of the 7 countries that we are no longer allowed to ship to.
What are: Cuba, Liechtenstein, Norway, North Korea, Russia, Ukraine, Venezuela?
A new European law about faulty products was recently put into place. Given the item is under £110, we can reship or refund a package for a fan living in Europe without further approval as long as they ordered it within this many years.
What is 2 years?
According to ASK, the in-house ticket time frame is this many hours and/or days.
What is 48-72 hours or 2-3 days?
A customized jersey was sent from the Manchester FC, but it arrived with a misprint. The fan really wants a reshipment—this is the type of ticket you would submit for a personalized item.
What is a "FI/Personalized" ticket?
A fan returns a US order from their house in Florida. This number is the maximum number of business days it would take for their refund to return to their original form of payment from the day they send it back.
What is 17 business days?
This is what an athlete should create if a fan contacts us with a lost package and the value of the order is over $250.
What is a ZCR ticket?
It is this email where we may direct fans to, or email ourselves on behalf of the fan, about their Lids orders or Lids Access Pass account.
What is customercare@lids.com?
In order, list the 3 things needed in the subject of an FC Notification email, following the words, "FC Notification".
What is "Warehouse name - order number - case number"?
This international shipping carrier could potentially take up to 25 business days to arrive to the fan.
What is landmark global?
OR
What is Fedex Cross Border?
We provide a fan with a 50% coupon code from the spreadsheet in BOX. This amount is the total discount this code provides.
What is $250?
Travis Kelce sends Fanatics a DM on Instagram asking to collab. According to the “Collab Requests Scenarios and Contacts” spreadsheet in BOX, this department is who we send this information to.
Who is Brand Marketing? Also acceptable: Who is Sourma Khoury and Lauren Overby?
A fan has an issue with a hat they bought in person at the Chicago White Sox store, which is run by Fanatics. This would be the person or people to email about this issue.
Who are Tyler, Mo, Matt, and Nate?
A breaker with 500k followers on X reaches out saying they’re looking for a partnership with Fanatics to help trade a hobby box for exposure on their stream. Our "Collab Requests Scenarios and Contacts" spreadsheet in BOX states these two people are who we reach out to in this scenario.
Who is Topps?
OR
Who are Benjamin Haines and Samantha Meiler?
A fan is trying to place an order for their custom AC Milan yellow kit with the name “Pikachu” on the back, but is unable to check out. They reach out requesting assistance. This is the reason for the error.
What is blacklisted?
An escalated customer bought a $205 item. The item arrived damaged, so we offered a 30% partial refund so the fan could keep the item. This is the total amount of money we would refund.
What is $61.50?
A fan may exclaim this one-word on a comment under a post about a really good trading card pull.
What is "Bango!"?
This is one of the few instances in which you would not send the survey verbiage and apply the survey macro once the case is completed.
What is: an FBG case, a Fan Protection case, a Contact us Inquiry, or a marketing case?