Round 1
This status means that the order has just been created in XB Portal.
Draft
The customer wants to return 1 pair of undies. What's the next step?
Cover the underwear and inform the customer they can keep the pair. Process refund or store credit.
How do we verify an account?
Ask for the complete default shipping address and specific details of their payment method.
Credit/Debit Card & ApplePay - Last 4 digits.
PayPal - Email address associated with the account.
Venmo - Username of the account.
What if the customer would like to return their first pair of undies but it has been tried on?
Cover the pair. Send a replacement or process a refund. Let the customer keep the tried-on pair.
This status means that the order has been picked.
Packed
Hi! I washed my undies and they're pilling really badly. What should I do?
Wash with cold water and this should go away after a couple of washes. If it doesn't, let me know and I'll make sure you're taken care of.
This status means that the order has passed through XB's Address Validation System.
Assigned to Re-Processor
Do we accept returns for bralettes that are tried on?
Yes.
This status means the order has been prepared but a shipping label hasn't been generated yet.
What's the first thing to do before requesting to update a customer's email address?
Verify the account.
Hello! I need to return the Joggers for a refund. They don't fit and aren't as soft as I wanted. They’re unworn/unwashed. Thank you!
What are our next steps?
Set up a return and provide a prepaid return label.
Where can we check the stages of an order?
This status means that the order is ready to be picked up by XB's Address Validation System.
Assigned to Pre-Processor
Why don't we accept tried-on undies?
Hygiene purposes.
What's the first thing to do before processing a replacement for a lost order?
Confirm the shipping address.
The customer placed an order for matching onesies but suddenly wanted to cancel because she ordered the wrong sizes. What's the next step?
(Ordes status in XB: Manifested)
Inform the customer that the order can no longer be canceled.
Provide return label and instructions.
Educate the customer of our return process and provide options.
She can either place a new order and get a refund once the original order gets back to us or she can wait for the order to get back to us before placing a new order.
This status means that the order has been prepared and a shipping label has been generated.
Manifested
What if you have already processed a replacement for a lost order but the customer reaches out again because they still weren't able to receive the package. What do we do?
Ask for an alternative address.
This status means that the order has been waved but picking has not yet started.
DC Allocated
Do we accept returns for BuddyBands that are tried on?
No.
This status means that the order has left the facility and is already on its way to its destination.
Shipped
The customer placed an order for matching pairs but saw the new prints and wants to cancel this one. What's the next step?
(Ordes status in Manhattan: Weighed)
Cover the pairs.
Educate the customer of our return process and provide options.
She can either place a new order and get a refund once the original order gets shipped out or she can wait for the original order to be shipped out before placing a new order.
Do we provide a prepaid return label to international orders?
No.
Aside from XB Portal or Manhattan, where else can we check an order's status?
Solidus
Tracking page
This status means that the order has started to be picked.
In Packing