Reason Codes
If a customer brings in two happiness items that you were able to find on the same transaction - one item is for plating and the other item is for closure, what would you put in for the reason code?
You would make two separate exchanges with the two separate reason codes
A customer comes in with a dog tag necklace to complete happiness on due to plating. You find this on her account however it was originally purchased as the set. How would you proceed with this happiness?
Start a new transaction, ring up new dog tag, discount the individual item 100% with code Store,003. You will have to follow up and submit an asana form after this!
A customer comes in to complete happiness on their PG bracelet to due plating. You look through transactions and find a purchase that states NO TITLE however you see they paid $38. Since you are unable to guarantee that this is the same piece how would you proceed?
You would hit Returns & Exchanges on shopify home screen & submit a form through Asana. Inform the customer that we are unable to do anything at a store level since you can not find the original purchase, we will reach out to home office, and you will give them a call back in 24 to 48 hours.
How much are the NEW Emerald and Sapphire trio studs?
Emerald: $210
Sapphire: $190
A customer comes in with the 14K solid gold Venice necklace to exchange due to having kinks in the chain. What reason code would you use?
(005) Chain
A customer comes in to complete happiness on her earrings due to plating, however these have been discontinued. How would you proceed with happiness and how would you inform the customer?
Inform them that they have been discontinued. Two options: Hold on to them longer if they wish OR they could have that value to put towards a new item THAT SAME DAY of equal or more value. If they choose the value you will have them shop around, once they find a new piece you will proceed with the exchange, ring up new item, and add reason code 003.
A customer comes in due to losing their newport pearl bracelet stating the clasp was faulty. How would you proceed and what would you inform the customer?
You would hit Returns & Exchanges on shopify home screen & submit a form through Asana. Inform the customer that we don't replace lost items however we will reach out to home office, and you will give them a call back in 24 to 48 hours.
How much are the new fine Emerald and Sapphire Trio necklaces?
Emerald: $250
Sapphire: $225
What reason code would you use if a customer is exchanging a ring size that they purchased 2 days ago
010 (Didn't fit properly)
A customer comes in to complete happiness on their signet ring that they purchased in another state. As you are completing the exchange you notice that their was a tax difference so shopify is telling us to refund $0.03 - how would you proceed with exchange?
You would proceed with exchange as normal. Go ahead and return the $0.03 to a GIFT CARD!
A customer comes in explaining how she lost her diamond parker necklace while traveling due to a baggage mixup. How would you proceed?
You would tell the customer unfortunately we don't replace lost items. Have a great day!
How much are the new Emerald and Sapphire Pave Huggies?
Emerald: $330
Sapphire: $300
Name the two situations as to why you may need to use the Reason code 006 (SHAPE)
- Ring is bent
- Back of earring post is bent
A customer comes in to complete happiness on their 14K cluster ring due to the shape. You find the transaction and realize that it used to cost $105 however the new price is $150. How would you proceed with exchange since their is a price increase?
Once you have both items up on the exchange you will then click on the NEW ITEM x 2, hit discount item and complete a Price Override, putting in the amount of what the ring used to cost ($105). You will also need to add a discount title, in this case would be (Store,012) Once you go back to main exchange page then this should cancel out so you can proceed with reason code (006) and finish checkout!
You are completing happiness for a customer due to plating however, when you go to hit the exchange button it is not allowing you to proceed and stating you need to go through shopify admin in order to complete. How would you proceed?
You would create a NEW transaction and ring up their replacement item. Go ahead and discount that individual item 100% using discount title Store,003
How long (chain length) are the new emerald and sapphire trio necklaces?
14" to 16"
A customer comes in with with PG bracelet and the thread is starting to come undone what reason code would you use?
Chain (005)
A customer comes in to complete a happiness on their parker necklace that they purchased in another state. When you go to process the exchange it is stating that they owe us $0.05. You realize this is due to a tax difference. How would you proceed?
You would go ahead and proceed with the exchange as normal, then you would hit checkout. Go ahead and hit REFUND ACCOUNT for the $0.05 that they technically owed us.
You have a loyal customer come in who has spent a lot of time and money with us. She comes in to complete happiness with a few pieces. However we are unable to find the transactions. She mentions that she may have purchased these at Nordstrom. How would you proceed?
You would hit Returns & Exchanges on shopify home screen & submit a form through Asana. Inform the customer that we are unable to do anything at a store level, we will reach out to home office, and you will give them a call back in 24 to 48 hours.
Why is emerald more expensive than sapphire?
Emerald is rarer than sapphire stones!