State Compliance
What are 2 States we can NOT Ship to?
Arkansas, Delaware, Mississippi, New Jersey, Rhode Island, Utah
How long can a customer go on a Payment holiday?
3 Months at a time, up to 6 months per year. Anything more than 3 months requires a Guru or TM's approval.
What are our shipping increments?
6, 9, 12, 13, 14 & 15
How can a customer earn a $40.00 credit?
Hover over the "Explore" tab, click "Invite & Earn", share your unique link, or email the invite. Once the invited person places an order, the customer will get the credit.
What does NMO mean?
Never Miss Out
What state has a shipping Fee of $130 per case?
Alaska
How do we handle unsubscribe emails?
Reassign them to a guru or TM.
A case was ordered 5 days ago and has not shipped. What do I do?
Check ACP and make sure there isn't a hold or FSD in place. Also, check Ketchup Slack to make sure there are no WH delays. If neither applies, reach out to the #shippingsupportchannel.
Where can you find our groups on our Website? (Naked Newbies, The Naked Wines Experience, etc.)
Go to our website, hover your cursor over the "Explore" tab, and click "Browse Groups"
How often are NMO's fulfilled?
Annually or whenever the new vintage comes out
What State has 1 Dry Area?
West Virginia. City is Preston (Brandonville)
Can customers buy our Gift Certificates online?
No, they have to call us to order them.
The customer's wine is being delivered to a HAL, but tracking has stopped, and it's been 3 days. What do you do?
Call the HAL and ensure they do not have it. If they don't have it, then submit a LIT DR to the shipments team.
* Do NOT replace or refund before the trace is complete unless approved by Guru or TM.
Wine Dream Sheet
Name 2 states NMO's are not offered in?
Arkansas, Delaware, Mississippi, Rhode Island, Utah, Michigan, New Jersey, Wyoming, Minnesota, Tennessee, Indiana
When an order is held for exceeding state limits, what do you do?
These orders cannot be cleared due to exceeding state compliance limits. Please reach out to CST to block the order, get a new name and DOB from the customer, add it to the flash message or create one, and replace the order.
True or False: We have a partnership with AARP?
False, our partnership with AARP ended as of February 2025.
An order received its "shipment information sent to FedEx" scan over 5 days ago, and the order shows no movement past "label created" when you click on the tracking. What should you do?
Submit a DR for "NTC" to have the shipping team reach out to the WH and have them confirm whether or not the order has actually shipped. Please wait to replace the order until you hear back from someone on the shipping team or unless approved by a TM or Guru.
What state has a limit of 1500 cases total per calendar year?
Michigan
What 2 states can only get WG every 3 months?
Hawaii and Oklahoma
How many States have no compliance limits?
5: California, Colorado, Florida, Iowa, Washington
Where can we manually retry a customer's monthly membership contributions?
Under Quick Links -> Membership Batches -> Retry
Regarding rescheduling deliveries, how long can we reschedule a customer's order?
For FedEx Ground (Business): 5 business days (Mon-Fri) from the last tracking scan.
For FedEx Home (Residential): 7 days (Mon-Sun) from the last tracking scan.
Name an AI you can use to assist with work? Provide an example as well.
Google Gemini. It can improve your emails, respond to customers' emails, and provide general information about our processes etc.
How often does the Fine Wine Club fulfill?
Every Quarter