Vitality Shop Training Manual

Vitality Shop Training Manual
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Table of Content
 
  1. Introduction to VitalityShop
  2. Digital Planet’s Role
  3. Ordering Process
  4. Payment Process
  5. Delivery Process
  6. Back Order Process
  7. Refunds/Cancellations
  8. Reverse Logistics Process
  9. Website Details
 
 
 
 
 
 
 
 
 
 
                                                  
 
 
  1. Introduction:
Vitality is a wellness program offered by Discovery.
 
The healthier you get, the more Vitality rewards. You earn Vitality points for doing healthy activities. 
 
Your points add up and determine which Vitality status you have. 
 
Vitality members start at Blue Vitality Status.  As you progress to Bronze, Silver, Gold and ultimately, Diamond status your rewards get better.
 
Vitality points expire after 5years
 
Products such as: Kindles – Magazine / News Paper Subscriptions and Vouchers.
 
  1. Digital Planet’s Role:
 
  • Digital Planet facilitates the Payment , B/O , Reverse Logistics procedure as well as Customer Service
 
  1. Ordering Process:
 
  • Orders are processed by the customer via the VitalityShop website
  • 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 sent to the customer
 
  • Failed orders:
 
  1. When a customer calls in stating they placed and order using their miles/rewards.  The amount was taken but there is no order.  This is considered a failed order
 
  • Get all the information from the customer
  • Vitality membership nr
  • Amount of miles that were used
  • Name
  • Surname
  • Email       
  • Contact number
  • Escalate to Levinia to verify if we have received payment
 
  1. Payment Process:
 
  • Customer has 5 payment option to choose from
  • Credit Card
  • EFT
  • Voucher (can be used with any payment method )
  • Miles / Rewards
  • Combinations ( EFT & Miles : CC & Miles)
 
  • Credit Card:
 
  • No ITC check is done by DP
  • The order is be processed on AE
 
  • EFT:
  • Customer will proceed to make payment into DP’s account
  • DP accounts team (Levinia) will update payment on the order
  • The order will then be processed
 
  • Voucher:
  • Order is processed instantly
 
 
  • Miles:
  • Order is processed instantly
  • Discovery Miles - For every R12-00 you spend you get 1 mile (All discovery card holders)
  • Fast Miles – For every R6-00 you spend you get 1 mile. (Platinum discovery card holders)
  • 1 Mile is equivalent to 10 cent ( 100 miles = R10.00)
 
 
  1. Delivery Process:
 
Kindles & Physical Vouchers:
 
  • 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 fee of R50 is charged on voucher and R75 for products
  • Delivery takes 5-7 working days from date payment is received
 
SMS / E-mail Vouchers:
 
  • 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
  • Fee of R3 is charge for sms’s and no fee for e-mails
  • Voucher is sms’d / e-mailed to the customer
 
  •  
 
  • Payment for the order will be updated by the DP Accounts Team
  • Order will then get processed via AE
  • Order is auto invoiced by AE as supplier hold the stock
  • Delivery lead time is 10 weeks
  • No delivery fee is charged
  • Publisher delivers the magazines / News Papers  via post
 
 
 
 
  1. Pre and Post Natal magazines are by-monthly subscriptions
 
  • Your Pregnancy
  • Your Baby
 
  • Your Pregnancy can only be ordered 3 months into the pregnancy
  • Your Pregnancy can only be ordered once the infant has been registered with Discovery
 
  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
  • Dispatch will then proceed to place an order with the suppliers for whatever shortfall there is on stock
  • Dispatch 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. Refunds /Cancellations:
 
  • Before Ordered with Supplier :
 
  • Line item will be cancelled on AE
  • Then request a refund for the order (Godwin)
 
  • After Ordered with Supplier :
 
  • The line item will be cancelled on AE
  • Call Center must inform the publisher of the cancellation
  • Then request a refund for the order
 
  • After Shipped :
 
  • Customer must do so within 10 working days from receipt of the product
  • Collection will be arranged
  • The order will be cancelled on AE
  • Then request a full refund for the order if the product is sealed
  • If the product is open a 25 % handling fee will be charged
 
  • How will we refund:
 
  • If the entire order is cancelled the we will refund as per the original payment method
  • If part of the order is cancelled and a combination payment method was used then we refund via EFT
 
 
 
  1. Reverse Logistics Process
 
 
  • OBF / Repairs on Kindles:
 
  • Customer must inform contact Amazon directly
 
  1. Website Details:
 
 
DP Contact Details:
 
  • Contact Details:  0861 106 578
 
  • E-mail: