Account Maintenance
Transactional
Recent Blog Posts
Wrong Fix/Problem with Fix
Other/Misc.
100

What do you do if a client receives a damaged item in her maternity Fix?

Treat it like any other damaged item in a Fix!

100
Are some clients charged tax on accessories and not on clothing? 
yes! For some states
100
What is the purpose of the Markdown Test?
To test if clients will be more likely to purchase an item if it's been "marked down"
100
Your client is wondering why she was charged more than what the invoice stated and you need to view her pack slip for more information.


What program do you use to view the pack slip?

Damien
100
At what point can Stylist see Extra's in a Fix?
After the client has checked out the Stylist can see it in Minx
200
What's the largest Men size we carry currently?


Bonus: When are we launching B&T

XXL


Summer 2018

200
Can we send hard receipts to clients in the mail if they request it?
Yes
200
Are extras available to everyone?
YES!
200
Who do you CC when you escalate to P&A
Your lead 
200
How do you remove a client from our physical mailing list?
Go to Billing: Do Not Mail list in the Thread


Fill out the google Doc requesting that the client not receive mail 

300

We only delete a client's credit card if they specifically request it and once all their Fixes are in processed. How do we delete the card?

On the Braintree "Customer Page" scroll down to "Payment Methods" and click "Delete" next to the card info

BONUS: Warning! DO NOT CLICK DELETE AT THE TOP OF THE PAGE! This removes the customer entirely and we would lose their record in Braintree

300

What two steps do we take if an employee writes in because they didn't receive their employee discount at checkout?

1. We help them connect with employeediscounts@stitchfix.com. 

2. Once the People Team reaches out and says yes, process the 40% refund including Extras, using the reason "No Employee/Affiliate Refund"

300
A men's client writes in asking why the tag on a shirt he received says "S-SH." What does the "S-SH" refer to?
The shirt is a small, with short sleeves and a shorter body.
300

A client would like an exchange from core to maternity/plus/petite. There's an available exchange for her in clearance status- do we still offer the item?

No
300
When you are leaving a VM for a client, what is our Stitch Fix callback number?
415-882-7765
400
If a client writes in and requests to cancel all future Fixes, what do you do?
Escalate to Senior Support alwaysssss
400
A client just purchased the Style Pass and wants you to confirm the transaction. There is no transaction on Braintree showing the $49 purchase. Where else can you look to see if the Style Pass was bought?
Always check their used credit- if there is credit on their account when they purchase the Style Pass, this will be used first. 
400
There's another price test that started in February:

 

About 200 women's bottoms styles with prices ending in "8" will be increased by how much?


Bonus: how long is this test running for?


$1.00
400
A client would like to purchase pieces from a wrong Fix that they received.


What is the process for this?

Go to the wrongly sent Fix, transfer the purchase by clicking "change client" in Kingmob and entering the new client ID number
400
Do we have another way of passing along amazing feedback from a client to a Stylist other than Zendesk?



Yes! The Share the Love Letter submission form 



500
A client wrote in and says that she's paid for the Style Pass, but it's not showing up on her KingMob as purchased, but Brain Tree shows the transaction and processed. 


Which macro do you use to escalate?


P&A- system bug-one account/client 
500
A client writes in saying that a Styling Fee for a cancelled Fix overdrew their account, even though we have now refunded it. Now they have a overdraft charge from their bank.


What can we do?

Reach out to your lead- they have to send you an official Stitch Fix bank letter, which you fill out and your lead will sign. You can then send this to the client which they give to their bank, and will refund the O/D charges.
500
A Stitch Fix affiliate writes in to us, she has a question about her CJ links and her special referral link. Help! You have no idea what she is talking about. What email do you escalate her questions to using your SF gmail account?



influencers@stitchfix.com
500
You receive a warehouse ticket that states the client has an "address validation issue" and they need to reprint the label. Where can you find this on the Thread?
OPS exchange escalation-need label
500
How do you cancel/stop the Style Shuffle game?
The client has to delete/block Stitch Fix on Facebook Messenger
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