After Care
What is the current lead time for repairs?
16-20 weeks (4-5 months)
How to process a send sale correctly?
Start on the brown screen,
Who is a "NEW" client?
* Has never purchased form LV before.
*1st purchase was less than 90 days ago (must be product and not a service).
* Existing client but has not purchased since more than 12 months ago.
Client deemed "NEW" will not be eligible for phone orders, In this case, the client must be referred to the CSC to place an order.
Shipping fees
2 day - $15
overnight - $20
Messenger (Manhattan only) & Saturday delivery $35
What is the protocol for returning LG and SLG?
All returns require manager approval and must be scanned with One Id.
What is the process for Quality Report?
Take pics, gather pertinent information (chrono & sku) describe in detail the issues, capture and exchange client information ensuring all contact information is up to date, Print out a copy to keep as reference, quality reports auto delete once viewed
Lastly follow up with your client.
Proper way to redeem an order broker for send sale
Cancel order broker and in a new transaction process as a send sale.
*Always list the LDS receipt number and date when payment was received.
Order broker policy
Order Brokers require a 100% deposit unless otherwise approved by SM. All OB's must be processed within 14 days of being received.
How do I track my clients package?
Launch Metapack, click on shipping list enter clients full name (first and last) in the search bar.
How do I order a spare part for replacement or in store repair? Provide the two steps to the process.
Step 1: Create a repair using the sku of the item that requires the spare part, attach to the client the part is for, select the spare part or replacement piece and be sure to click the tab that indicates "order spare part".
Step 2: After repair has been validated, click on spare parts tab and select order spare parts and the items selected will be awaiting for your review and validation to submit your order request.
What are the four steps of communication?
step 2: 2-3 weeks after (midway update)
Step 3: Ready for pick up (received/completed)
Step 4: Follow up 2 days after pick up
When and how to use Deposit w/o and how to redeem?
Can be used for MTO and new launches, must include the following:
order id#, Sku or item description, expected date of delivery date,
To redeem: Process as return
What is the return/exchange policy?
All merchandise (except personalized items, high watches and jewelry within 30 days. A refund may only be done in same currency country as the original purchase. Leased department store may only be refunded at same department store with LV. Exchanges for equal or greater value (except Nordstrom stores)
What to do when your client says they didn't receive their package?
Send an email to ops team containing the client information from Icon, what item/items were purchased and the tracking information.
Inform the client that all UPS lost package claims require investigating and may take up to 8-10 business days to complete the investigation.
What is the click and collect & client pick up process?
* Client must present photo id and CC used for payment or paypal confirmation at pickup
*Verify CC details, receipt displays partial CC# and exp. date
*When picked up: You must choose and action in the bottom green bar on click collect main menu screen to client collected.
How do I find the status of a repair?
Open repair, click on status and follow up tab, any information will be available on this page. Comments should be entered if the client has been in contact with a member of our team.
Unfulfilled Order Brokers, what is the process to close them out?
Some OB's are unfulfillable and clients should be refunded in the same method of original payment. If clients opt to purchase something another item, new transactions must be completed on both register systems.
The reason: we have a 30 days return policy, if you roll over the credit the payments receive date exceeds the 30 days.
Sales limitation policy
No more than 3 LG (including SLG) per transaction, with no more than 2 identical products per transaction. Also customers cannot, within 4 consecutive weeks, buy more than 6 LG products including SLG or buy in more than 3 different LV stores, or conduct more than 8 transactions of all king of products.
In all cases the total number of purchased LG (including SLG) will not exceed 12 products within 12 consecutive months.
Where else besides the US, can we ship?
Puerto Rico and St. Thomas (Green Light approval required).
What is the paid hold policy?
Company does not have a paid hold policy, but in the event that we do, the product must be cataloged on a sign off sheet (with management approval).
How to take in a repair, what is needed, step by step?
Assess piece, identify sku, list all details (FOC comments, marks, scratches, etc...).
How to see my Order Broker status?
From BOH main menu go to Customer maintenance and accounts, order options, order maintenance. The report shows you where the order was sourced to and you can follow up accordingly.
Color code clients, what do the different colors mean and why are they used?
Red: stop sale to this customer
Yellow: Mgr. approval required to continue sale
Green: ok to proceed
Note: What to say to RED client? CA should involve a mgr. in this transaction, to advise them that should have already received notification of this via letter.
if client insists then they should be directed to email:
client_management_americas@louisvuitton.com
What is the new process when selling a handbag?
Ensure that the tracker has been removed before we sell or take for an order broker.
What's the process for handling a DEF return?
Item is returned in xstore, select DEF as reason code, print and additional receipt to attach to DEF form that must be completed and sent up to the stock room along with defective product return.