After Sales
What's the process do complete a quality report?
Take pics & upload to QR in my repairs, describe issue, have chrono date and client and product information, lastly follow up.
Shipping fees
UPS express/overnight $20
2 day $15
Messenger (Manhattan ONLY) & Saturday delivery $35
Placing a send sale (in stock item) for home delivery.
Brown screen, ensure all fields that appear in red are filled in. Ensure to list shipping payment only when payment is received, (should reflect in both systems).
Who is a "New" client?
*Has never purchased from LV before.
*1st purchase was less than 90 days ago (must be product not a service).
*Existing client but has not purchased since more than 12 months ago.
What are the 3 reasons for DEF, and how they are coded?
DEF - Defective
Damaged- Shop soiled (damages at store level, snags in textiles, marks or scratches on handbags and accessories.
Cus - exchange for defects under one year, hot stamp errors,
What is the current lead time for a repair?
14-16 weeks
How do I track my clients package?
Log into metapack/webclient
click shipping list, enter clients first and last name, and search.
*Note: Must know your clients name used when product was shipped out.
How do I check the order status?
Back office, main menu, customer maintenance and accounts, order options, order maintenance.
Phone order policy
Client must have existing purchase history, and not be considered a new client (refer to policy on new client).
What 3rd party vendors are used for repairs that our workshop can not complete?
Watch repair-Swiss watches
Shoes-Leather Spa
Fine Jewelry-Xomox
Where do you go to find the status of a repair?
Open the repair and click on Status and follow up tab, scroll down to see any detailed notes.
My client states they never received the package, what is the process.
Send email requests with clients name in subject line, provide client information from profile and what product was in the lost package, and tracking number if you have it.
Advise the client that investigations take an average of 8-10 business days.
Deposit without order, when do we use this and how to redeem?
Why: Deposits for pre-launch products, high jewelry and high watches, etc..
How to redeem:
Hit "return item"
Proceed to verified return for the "deposit w/o", press yes, when x-store asks for original rec. (should be retained and accessible in client binder). Return selected item/items (select client decision), exit return add the product sku to sale screen and complete the transaction.
Note: This will close the transaction, next step is to proceed with sale or if placing an OB as a new transaction, and make note of when original payment was received at the end of transaction, where listing rec#'s.
What's the return/exchange policy?
All merchandise (except personalized items, High watches, and high jewelry) maybe exchanged or fully returned within 30 days with original sales receipt.
A refund may only be made in same currency country as the original purchase. Merchandise purchased at leased department stores, exchanges permitted for equal or greater value (except exc. are not accepted at Nordstrom stores).
NOTE: Paypal paid must be returned to LV.com
International Returns: NO refund exchange of equal or greater value only.
How to process and DEF exchange/return?
In return screen, select DEF as reason, process as usual, print an extra copy of rec. and attach to completed DEF form and send product to DEP with returned defective product.
How do you order a spare part, for an instore repair, or replacement part? It's a two step process, what are the steps?
Step 2 Click on Spare parts tab in main menu and click spare parts cart, your order should be waiting for you to review and submit.
Can I combine and ship multiple client purchases together?
Each transaction must be shipped separately, for accurate account of insurance.
Color coded clients: Red, Yellow, Green.
What does each mean?
Red: Stop sale to customer
Yellow: Mrg. approval required to continue
Green: Ok to continue
Paid Holds, what is the policy?
Paid holds are never allowed to be retained in store.
However if an exception is to be made it require SM or TM approval signoff and cataloged on paid hold log until client picks up.
What is the process for C&C, and what do the different colors indicate?
Client must present government issued ID, CC used for payment( to verify partial CC # displayed and expiration date to confirmation and refunds.
When picked up: Click: Choose Action, in bottom green bar and change status to client collected to clear the C&C dashboard.
*The different colors indicate statuses.
How do I request my clients repair back from abandoned repair warehouse?
Locate client repair, email ops team clients information and their request to retrieve the repair. Ensure clients contact information is up to date, enter any pertinent changes or request client has in the comment section in status and follow up.
What is shipping excluded?
Can we ship to Puerto Rico and St. Thomas?
Hawaii, Canada, St. Barths.
Yes, however, green light is required.
What the proper way to redeem an order to convert to send sale?
Go into Order Broker cancel and then in the next transaction process as a NEW send sale. (Always refer to original date payment was taken and list receipt number at the end.
What is the sales limitation policy?
No more than 3 leather goods (including small leather goods), per transaction, with no more than 2 identical products per such transaction.
Within 4 consecutive weeks buy more than 6 leather goods (including SLG) or buy in more than 3 different LV stores conduct more than 8 transactions of all kinds of products.
In any case the total number of purchased LG (including SLG) will not exceed 12 products within 12 consecutive months.
What are OB guidelines, ie.. fulfillment timeframe from once received and deposit percentage?
All OB's must be fulfilled within 14 days of receival, 100% deposit required (unless otherwise approved by SM using his code to order).
Note: Orders may not be allowed to be converted to a sale until client is present at pick up or until item is ready to ship.