WIZMO
What are the three places we ship orders from?
Stores
Distribution Centers
Vendors
If the EDD has passed but the order hasn’t shipped what action do we take?
Submit to OC Admin Research Queue or Special Order Research Queue depending on product
Who is our primary freight carrier that delivers heavy weight online orders?
AIT/Select Express
How soon after placing a Buy Online Pick Up In Store Order should it be available for pick up?
The product will typically be ready for pick up within one hour of placing the order. Meanwhile, bike orders could take longer as they need to be built in-store before pick up.
What Playbook article describes the different shipping methods that an athlete can select?
Article 39 Shipping Methods
If there are multiple items on an order, do they always all ship from the same fulfillment location? What is/are our fulfillment location/s?
No, fulfillment locations can differ. This depends on the type of item and on the inventory of the nearby stores/distribution centers.
Retails Stores, Distribution Centers, Vendor
If we can not cancel an order what do we tell the athlete?
Suggest return the item to a local store or they can send it back through the mail.
What does Threshold delivery mean?
The freight company will deliver the item in the first threshold of the house.
An Athlete is having trouble purchasing an item on the DSG website. He would like to pick up the item at his local DSG store later in the day. Do you:
A. Place the BOPIS order for him using Sole Panel. Once you’ve placed the order, let the Athlete know that it will be ready in about an hour.
B. Offer to guide the Athlete through the BOPIS checkout process on the website as you are unable to place BOPIS orders for Athletes.
C. Inform the Athlete that BOPIS is likely not available for the item he is looking at. After that, offer to have the item shipped to his door.
A. Place the BOPIS order for him using Sole Panel. Once you’ve placed the order, let the Athlete know that it will be ready in about an hour.
What’s the fastest shipping method and at what time of the day the order should be processed to ensure expected delivery date?
Express (1 business day) and before 2 PM Local Time
If the order is IN TRANSIT but FedEx updates have completely stopped for over 72 hours, what action do you take?
Let the Athlete know that you are going to reship the item to them at no cost. Complete the reship process in Sole Panel.
Does Loss Prevention need to be contacted if an order was canceled with a billing address error only?
NO, athletes should contact their financial institution and update their billing address. Then they can reorder.
Explain the following ship methods: Curbside, Threshold, Room of Choice, Room of Choice with Delivery & Assembly
Curbside: Dropped off on driveway/outside home
Threshold: Brought into the first opening of home (garage or front door)
Room of Choice: Brought into room in the house, up or down one flight of stairs
Room of Choice with Delivery & Assembly: Brought into room of choice in home and assembled for the customer (usually requires two appointments
Can an Athlete do a Curbside Pick Up at the Store?
Yes, an Athlete would place the order as a Buy Online Pick Up in Store order but when they arrive to the store click ‘Check In’ on their Ready to Pick Up email (Or call the store location letting them know you are outside) and a teammate will bring the order out and put it in the trunk or backseat.
How can an Athlete track their shipment on our website?
Athletes can view the status of a shipment by visiting our Track Your Order page. They should enter their order number and billing zip code.
What should you do if the tracking number shows that the shipment was delivered with tracking photo but the Athlete claims they did not get the order?
Ask the Athlete if they checked all areas of the property for the delivered order. Search in Sole Panel to ensure the Athlete doesn’t have multiple interactions of the same incident. Once confirmed, we can reship the athlete the item at no cost.
How should I proceed if the athlete has a promotion or coupon that they are trying to apply on their cart however it is not working?
Validate what the coupon or promotion truly is and educate on the reason why it won’t apply. If the athlete pushed back, review appeasement history and provide a one time courtesy.
What should be done if the Athlete ordered Delivery & Assembly but the carrier only delivered the item?
Verify that the order was placed with Delivery & Assembly. You can explain that assembly appointments are scheduled separately by the carrier as it usually requires a trained technician to complete the service. Advise them to keep their lines open as they will receive another call for the assembly.
How would you identify if the item is available for Buy Online Pick-up In Store?
Under Shipping/Delivery and Pick Up Options: Click ‘Select Store’ and enter the zip code to get a list of stores that have the item in stock for Buy Online Pick Up in Store/Curbside.
In processing a reshipment, what shipping method you should choose by default and when are you going to use the other options?
Standard shipping. We will use expedited or express shipping if the athlete will push back.
If an athlete placed a pre-sale order that will be shipped on or before September 27th, 2024. How would you explain to the Athlete on when he/she will receive their order?
Always give the Athlete the EDD displayed in Sole Panel. Next, explain that the order is pre-sale and is coming to us directly from the vendor. Shipping on or before 09/27th with standard shipping should be received 3-5 days later. Once FedEx has the package, athlete will receive tracking information.
How is the EDD calculated on the order?
The Estimated Delivery Date will be given during checkout and is based on the products selected, shipping address, and shipping method. This timeframe includes both processing time and the time your item is in transit.
Explain the EDD for a heavy weight/LTL item?
EDD for heavy weight items will be the date that the item will be available in the local area and they should expect to receive a call from the carrier to schedule a delivery appointment.
Ben placed an order for BOPIS however he can't pick it up within four days because he is on vacation on a different state. What would be the best possible options that Ben can do to avoid his order from getting cancelled automatically by the system?
Give the two possible options.
Option 1: He can choose to extend the shelf life of his BOPIS order for another four days
Option 2: He can ask a friend or relative to pick up the order for him
You take over a cart for an Athlete that contains a personalized order. The Athlete says, “I need it day after next, so can you please choose expedited shipping?” How do you respond?
I’m sorry, but custom orders take longer to process. Standard shipping is the only option available for personalized orders and it usually takes 10 business days.