Styleluxx Training Manual

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Styleluxx Training Manual
 
 
 
 
 
 
 
                          
 
 
 
 
 
 
 
 
 
 
 
Table of Content
 
  1. Introduction to Styleluxx
  2. Digital Planet’s Role
  3. Ordering Process
  4. Reverse Logistics Process
  5. Delivery Process
  6. Back Order Process
  7. Website Details
 
 
 
 
 
 
 
 
 
 
 
 
                                                  
 
  1. Introduction:
Styleluxx.com is a leading online luxury fashion retailer. The brand was launched in 2011 and has established itself as a luxury brand.
Styleluxx works with global renowned designers and brands.
Products: Clothing – Shoes – Accessories, etc.
 
  1. Digital Planet’s Role:
 
  • Digital Planet facilitates the Order processing  , Payment , B/O , Reverse Logistics procedure as well as Customer Service
 
  1. Ordering Process:
 
  • All Orders are processed by the customer via the Styleluxx Site
  • Once the payment is received and updated on AE the order will be processed
  • The Dispatch Team will allocate stock to the order
  • Once stock is allocated the order will be invoiced  and shipped to the customer
 
 
  1. Reverse Logistic Process:
 
  • All Stock is Replaced and not repaired
  • The customer must inform DP within 14 working days of receiving the delivery about any defects
  • Call Center will then arrange collection with the customer
  • Call Center will send the collection request to Nkosi
  • Nkosi intern will log the couriers to collect the stock from the customer
  • Once the courier collected the stock and delivers it to DP, Client will come to assess the stock
  • Client will decide to  Refund / Replace customer  or
  • Send the stock back stock back to customer should there be physical damage
 
  1. Swim and underwear are non returnable
 
  1. Delivery Process:
 
  • Payment for the order will be updated by the DP Accounts Team
  • Order will then get processed via AE
  • Stock will be allocated to the order
  • Once stock is allocated the order will be invoiced
  • Delivery will then be scheduled with DawnWing Couriers
  • Delivery to all clients are FREE
  • Delivery takes 5-7 working days from date payment is received
 
 
 
 
  1. Back Orders Process:
 
  • Order gets processed on AE
  • Stock of the item/s get depleted
  • The Dispatch Team will receive this order on their report and they will reject the order
  • The order will then move onto Procurements report alerting them of the situation
  • Procurement will then proceed to place an order with the suppliers for whatever shortfall there is on stock
  • Procurement will then advise the call center of the estimated time of arrival (ETA) of stock and call center will pass this information to the customer
  • There can be 2 outcomes pertaining to the ETA of the stock
 
  • ETA / No ETA
 
  • Call Center will inform the customer of the ETA on stock and customer can either
 
  • Confirm that they are willing to wait
  • Request an alternative or
  • Request a refund
 
  • Should the stock be received from the suppliers or the customer chooses an alternative, then stock will be allocated to the order and the order will be fulfilled
  • Should customer request a refund, the call center agent will acquire the customer’s banking details  and request for this
 
  1. Website Details:
 
 
Article ID: 67, , Modified: 7/14/2014 at 8:05 AM

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