Starting this week Bree will be dishing out treats to all stores that process their web orders quickly and accurately. Even if you have just one order to process, get it right and get rewarded!

There are some areas where we are processing things incorrectly or too slowly and risk disappointing our customers, including missing C&C orders, transferring the wrong product out or to the wrong location. Things to check include:

1. Transfer all online order product (including C&C!!) to SS Web immediately, this is to remove the product from your stock levels and ensure it cannot sell twice!

• if you have the product in store this should be done at the same time it is put aside for the customer
• if you are being sent a C&C product from HO or another store, the transfer should be done as soon as you receive it and at the same time it is put aside for the customer.
• Remember to transfer a web pack as well!

2. Check your Click & Collect report every morning on opening the store, and every 2 hours thereon, because:

• you need to remove the product from your display immediately so you cannot accidentally sell it to a walk-in customer
• our promise to our online customers is pick up within 2 hours so we need to make sure no orders fall through!

3. Email tracking details and transfer id immediately

• We have to update our web order system with all transaction details for each customer by 4pm each day, there is a lot of information to process so the earlier we receive the better!

4. Always include a photo of the web order

• this is required in case an item goes missing with the courier, or to follow up any customer complaints, we can check that the order was clean, packed appropriately etc.

5. If something looks wrong or weird, let us know. If you’re expecting sunnies for a cusotmer and they haven’t arrived, get in touch. Things can go wrong or get missed and we want to know and resolve any problems as quickly as possible.

Customers and In Store Processes

Our online customers are real customers! Call them, email them, give them the best service you can. It is much easier to retain existing customers than recruit new ones all the time. Give these online purchasers an incentive to come and visit you in store next time with fast, efficient and friendly Sunglass Style service!

The web orders process documents have all the details you need and are available to view in your Store Share Folders: Store Share\How to & Help – Store Procedure Guide\Web Orders I’ve also attached them here for your review.