Strategies for Delayed Product - Broken Promise

Included in this article:

1. Overview
2. What is the Policy
3. Available Options to Save the Sale

1. Overview

As an organization, we are doing everything in our power to get product for our guests as soon as possible. However, with the existing supply chain challenges across all retail, we too are experiencing delays. Various departments have direct contact with the guest (Sales, Admin, CPU, Guest Care, OOM) who are looking to: 

      a) Get an update on their product status 

      b) Respond to information they received via SMS notifications 

      c) Received a call about a broken promise (scheduled order that cannot take place)

2. What is the Policy

• No administration or cancellation fee will be charged if a guest wants to cancel their order due to product delays 

3. Available Options to Save the Sale

You are able to offer our guests the following options, to save the sale, should there be a delay in the guests original ATP date (Broken Promise).

• Offer 50 GC for orders under $1000.00 to wait for the delayed item(s)
• Offer 100 GC for orders over $1000.00 to wait for the delayed item(s)
• Upgrade delivery service to Room of Choice for Drop Ship Prime orders
• Upgrade delivery service to White Glove for Room of Choice orders
• Refund the delivery fee 

Note: If the guest has had multiple Broken Promises, we are able to offer a GC plus a delivery service refund or a GC and upgrading the delivery service.