Manual 101 - lecture notes PDF

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Searching for an Order: No Order Number & LESS Than 6 Months Old If you can't find the order, but the guest is seeing a charge on their credit card chat this template in Teams to the Order Support (OSs) for support: Hey, I have already tried the Advance Search and I can't locate the guest's order. Can you help me? Channel: Guest's full name: Guest's email: Last 4 digits of CC: Date order was placed: Exact transaction amount: You can find this template in Knowledge article 574

TRACKING

ORDER STATUS

DISTRIBUTION CENTER

SHIPPING METHOD

AMOUNT AUTHORIZED

AMOUNT DEBITED

AMOUNT CREDITED

ORDER APPEASEMENT Canceling Orders 101: 

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orders. A guest has a 60-minute window to reach out to us so we can cancel it for them

Available to North American guests only. We CAN'T cancel international

Pending Pre-authorizations 

If an order is cancelled, there will be a pre-authorization pending on the guest's method of payment. Keep in mind this is a pre-authorization and not a charge. A guest is only charged when an order leaves our warehouse. o Credit Cards: 3-10 business days for pre-authorization to drop o Gift Card: chat the MC Order Support (OS) and request an immediate gift card pre-auth drop o Paypal: submit a PayPal pre-authorization drop as a task in OSC (we will show you later how to do this). If we don't initiate this, a PayPal pre-authorization can take up to 30 days to drop on its own (yikes!).

You must educate the guest on their respective pre-authorization drop timeline as well as the following: 

Guest will receive an email within 5-15 minutes after you have cancelled the order informing them the order has successfully been cancelled.

RETURN POLICY Our return policy is the same for items bought both in-store and online: 1. A guest has 30 days from the date of purchase (in-store) or the package delivery date (online) to set up a return. 2. The item must be unwashed, unworn, with the tags attached.

FINAL SALE At the GEC, we really want to get curious regarding the guest's situation when they request a return for a "We Made Too Much" item. Our final sale items include:

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Underwear & Boxers Water Bottles Gift Cards (both electronic and classic) WMTM (We Made Too Much items) - these items have been marked down As you can tell, some of the above items are final sale due to hygienic reasons.

EXCHANGES Our warehouse is unable to process exchanges, since we cannot guarantee the inventory level that will be available when the item(s) reach our warehouse.

Online Returns (CSC) Before we set up the return in CSC, we need to find the guest's profile in OSC and go through the workflow.

1. 2. 3. 4. 5. 6. 7. 8. 9.

Find G’s account on OSC and ensure to check shipping address is correct. Click on “Regular Return” button to begin the workflow. Was this item purchased In-Store or Online? Choose ONLINE. What is the Order #? Copy & Paste Order Number. Was it purchased in the last 30 days? Yes / No. If Yes, continue. Are the tags attached? Yes / No. If Yes, continue. Is it unwashed & unworn? Yes / No. If Yes, continue. OSC will now tell you to set up appropriate CSC Return & CLICK NEXT. Incident automatically opens up & automatically ROCs it.

10. Alternatively, you can ROC your incident yourself, Product: Returns – lululemon Category: Ecom Return Setup, click on Task, then click on Regular Return. Follow same flow as above. 11. Scroll down where you see a green title, where it says Ecom Return Setup Detail, click on it & choose Wants to set up ecom return. 12. Leave notes, change subject line issue/resolution, leave return number in notes once you generated the return number in CSC. 13. Set Status to Solved, save & close. 14. Go to CSC & search for Order ID & then confirm 3/5 info details of Guest. 15. Ensure you click on Work On to make it active. 16. Scroll down where you see Returns, & choose Return to GC or OMP. 17. Select the item(s) and quantity that are returning to us. 18. Always choose Return- wrong fit/colour 19. Click on Return Only, then click on Process Return, then Continue, then SUBMIT RETURN 20. A Return Authorization Number will be generated 21. Let G know of Return Authorization or that they will receive an email within a few moments or within 24-48hrs.

22. Advise G to print out return authorization form & place it inside the package & Shipping Label outside the package & drop it off at the indicated courier on the label. Advise G we don’t know how long the package will take to get back to the warehouse but once they receive the return, it will take 3-5 business days to process the return. Once processed, G will receive an email from us letting them know that they have been credited back to the original method of payment.

23. Leave same notes of OSC into CSC, ie: Set up Ret to OMP. Ed on return process & TL.

ONLINE RETURNS TIMELINES

Timeline: Within the next 24-48 hours, we'll email you with further instructions, so stay tuned to your inbox! Make sure to check your junk mail/ spam folder Once your return lands at our warehouse, it will take 3-5 business days to process. Online Return to e-GC: "Once the package is processed, we'll send a gift card your way by email. Our gift cards are good to use in-store or online; they also never expire or depreciate. Keep them safe, since they're treated like cash and can't be replaced if misplaced or stolen." Online Return to GC: "Once the package is processed, we'll ship the refunding gift card. You'll get emailed a new order number, and the gift card will arrive 2-6 business days after that. Our gift cards are good to use in-store or online; they also never expire or depreciate. Keep them safe, since they're treated like cash and can't be replaced if misplaced or stolen." Online Return to OMP: "Once the return has processed, your funds will be credited back to your original method of payment. Keep in mind, it can take up to 3-10 business days for the funds to appear on your statement, depending on your banking institution. Always offer assistance in replacing the order/ looking for alternative item. This could sound like: "I'd love to find you something that might work better for your activity. If you're interested, let me know and I'll gladly send some links your way!"

Online Return Setup: Outside of the Return Policy Some returns fall outside of our return policy for a number of reasons. Maybe our guest took off the tags before trying their garment on or maybe the guest's garment is 31 days old.

Whatever the reason, this return will follow the same steps. The difference is deciding where the funds are going back to, either the guest's original method of payment (OMP) or back to a gift card. Generally speaking, as previously mentioned, you want to start by offering a return in exchange for a gift card first.

SKU FOR PHYSICAL GIFTCARD Sku 82015

1104 Wher e’ smyr et ur n? Publ i shed11/ 27/ 201904: 44PM | Updat ed11/ 30/ 202003: 43PM The time it takes for your return to get to us varies depending on the shipping carrier and where it’s sent from. Once your return lands at our warehouse, it will take 3-5 business days to process. And not to worry—we’ll send you an email confirmation once the return process is complete. Keep in mind, for credit card refunds, it can take 3-10 business days for the funds to appear on your statement.

1094 Ir et ur nedsomet hi ngi nst or e,butIdi dn’ tgetmyr ef und. Publ i shed11/ 27/ 201904: 25PM | Updat ed11/ 30/ 202003: 39PM Refunds can take up to 3-10 business days to show up on a statement. If you haven’t seen the funds back on your card after 10 business days, send us an email or start a chat with us, and we’ll be happy to lend a hand. To get the ball rolling, please share a copy of your receipt from the refunded transaction. This is what we need from your receipt: • register; • date/time of transaction; • store number; • store name;

• transaction number; • transaction amount; • method of payment; and • last 4 digits of card. Please also share your full name, email, and phone number. Our team will follow up with more information within 7-12 business days.

761 Si z i ng Publ i shed12/ 06/ 201701: 17PM | Updat ed11/ 23/ 202011: 57AM What can we share with guests reaching out about our sizing? THIS ARTICLE IS FOR INTERNAL USE ONLY

ROC education/other > Product education > Sizing > New launch What’s up We’re so excited that from Tue Sep 15, we’re taking the first steps in our size inclusion journey and finally bringing sizes 0-20 to our guests. Need to knows  We’re taking the important first step towards creating a more inclusive product assortment by introducing a new size range and fit offerings, including: o In September, we’re offering sizes 0-20 in our top six women’s styles. o Earlier this year, we enhanced our sports bra assortment, introducing size 14 within core bra styles and a new light support style for DD-E cup sizes. Our assortment offers support up to a 40DD/38E.  This is just the beginning, and we’ll continue to increase our size and fit offerings every season going forward.

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What won’t change is our unparalleled focus on fit, meaning our guests can expect the same technical and beautiful design, quality, comfort, and performance across every single new product and size offering.

If pressed for acknowledgement and specifics  We want everyone to feel welcome in our space, and this includes exploring how we represent diversity of all kinds, including body diversity.  We’re aware of the need to increase our inclusivity when it comes to our product assortment and sizing is one of the ways we’re evolving our product assortment to support our guests. o This September, we’re introducing our 0-20 size range, starting with six of our top women’s styles, including our Align Pant 7/8, Wunder Train 7/8, Fast & Free 7/8, Ready to Rulu Jogger, Long Distance Short Sleeve and Define Jacket to support our guests as they sweat and are on the move. o We’re working towards having most of our women’s product available online in sizes 0-20 within the next 18 months (by Winter 2021). o We’re evolving our sports bra assortment to support up to a 40G within the next 18 months (by Winter 2021). o We’re introducing a 46” waist in our ABC Classic Pant as well as new inseam lengths across our On The Move, Run and Train categories starting online this fall. We’re currently testing new size offerings for men with plans to roll out XS-3XL across select styles online late next year (by Winter 2021). o Sizing is one of the ways we’re building a more inclusive product assortment. We look forward to sharing new products and categories as we continue to evolve to support our guests’ needs.

Guest messaging Why is lululemon introducing a new size range now?  We’re aware of the need to increase our inclusivity when it comes to our product assortment. We consider sizing one of the ways we can create the very best gear and meet the evolving needs of our guests. As we continue to innovate, we’re exploring ways to make our product more accessible.

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We’re aware of the need to increase inclusivity when it comes to our product assortment. Throughout this two-year process of making our sizing more inclusive, we are excited to focus on creating the very best gear that meets the evolving needs of our guests. We identified a need to increase the inclusivity of our product assortment. We’re so excited to focus on creating the very best gear that meets our guests’ needs.

Is this just in reaction to current events this year (2020) and calls for inclusion?  We began the process of making our sizing more inclusive two years ago and are looking forward to launching this first wave of new size offerings to our guests and adding to our offerings every season going forward. Sizing is one of the ways we hope to introduce a more inclusive product assortment.  Sizing is one of the ways we hope to introduce a more inclusive product assortment. This journey started two years ago, and we’re looking forward to launching this first wave of new size offerings to our guests and adding to our offerings every season going forward.  This journey started two years ago, and we’re looking forward to launching this first wave of new size offerings to our guests. We’re happy to share that we’ll be adding to our offerings every season moving forward.  We’ve been in this work for some time now, and we’re looking forward to launching this first wave of new size offerings. You’ll see more of the new sizes every season as we make our sizing more inclusive. What about more sizing options for men?  We’re introducing a 46” waist in our ABC Classic Pant as well as new inseam lengths across our On The Move, Run and Train categories starting online this fall. We’re also currently testing new size offerings for men with plans to roll out XS-3XL across select styles online by late next year.  This fall, you’ll see a 46” waist option in our ABC Classic Pant, and new inseam lengths across our On The Move, Run and Train categories online. By late 2021, you can expect to see new size offerings on our website in XS-3XL.

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This fall, a 46” waist in our ABC Classic Pant as well as new inseam lengths across our On The Move, Run and Train categories will be available online. New size offerings are currently being tested to roll out additional sizes XS-3XL across select online styles by late 2021.

What sizes are you offering and why?  This September, we’re excited to offer six of our top women’s styles in sizes 0-20. This includes four bottoms and two tops with the addition of more styles in these sizes every season. As we continue to enhance our assortment across categories, we are unwavering in our commitment to provide a consistent experience for guests by maintaining the feel, function, fit, fabric and features for all product offered in the new sizes.  This September, six of our top women’s styles in sizes 0-20 will be available. Starting with our most popular four bottoms and two tops, we plan to continue adding more styles in these sizes every season. As we continue to enhance our assortment across categories, we are committed to provide a consistent experience for guests by maintaining the feel, function, fit, fabric and features for all product offered in the new sizes.  We’re starting with our four most popular bottoms and two most popular tops in sizes 0-20 this September. Why aren’t you going beyond size 20 and in more styles?  Sizing is one of the ways we are building a more inclusive product assortment, and we look forward to sharing new products and categories as our gear continues evolving to support our guests needs.  This is only the beginning. Right now, we’re focused on adding more women’s styles in 0-20 every season moving forward, introducing new size offerings for sports bras and additional sizes within our men’s product lines. Why are you only offering black in-store right now, and colour options only online?  This is only the start of our sizing journey. Right now, we’re focused on adding more women’s styles in 020 every season moving forward, with new colours both in-store and online.

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As we get started, we’re focusing on getting our guests the six most popular women’s styles in black, sizes 0-20. We’re committed to building on this assortment every season, so you can expect to see new colours in-store and online. At the moment, we’re focused on adding our six most popular women’s styles in black, size 0-20. We chose black as the first colour to be made available in our additional sizing as it’s a tried and true favourite among our guests and employees. We’re happy to share that this is only the beginning and we’ll continue to add new colours to this size range in-store.

Why did you start with these styles?  We know from our guest, employee and research-based feedback that our most popular pants and tops are tried and true favourites for our guests. These include our Align Pant 7/8, Wunder Train 7/8, Fast & Free 7/8, Ready to Rulu Jogger, Long Distance Short Sleeve and the Define Jacket.  This September we’re introducing our 0-20 size range, starting with six women’s styles: our Align Pant 7/8, Wunder Train 7/8, Fast & Free 7/8, Ready to Rulu Jogger, Long Distance Short Sleeve and Define Jacket. We chose these as the first items to be available in our new size range as they’re tried and true favourites (based on guest and employee feedback).  We wanted to start with our most-loved pieces for our full size range. The Align Pant 7/8, Wunder Train 7/8, Fast & Free 7/8, Ready to Rulu Jogger, Long Distance Short Sleeve and Define Jacket are guest and employee favourites. Will your products in your new size range be offered at all lululemon stores and websites globally? [Find out where the guest is from and if product is available there, point them to their local website. If guest is not in an area where product is available, see below.]  Our new size range will initially be available online and in stores across North America, Europe and Australia/New Zealand. This will continue to evolve as we introduce new styles and fits in the coming seasons. Will this new sizing be reflected in your future marketing campaigns?

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Yes. We’re committed to ensuring our campaigns are representative of all of the guests we serve. We’re happy to share our commitment in ensuring our campaigns are representative of all the guests we serve.

Are you only introducing larger sizes?  We have also introduced size 0 and are pleased to offer nearly all of our women’s styles in 0-14.  [If pressed for more information] In addition to launching new sizes, we have introduced a tailored fit collection for the Asia-Pacific market and are looking to expand into new categories as we continue to evolve our product assortment. Will you have the same return policy for guests who are trying your product for the first time as their size is now available?  Quality is the heart of who we are and we want to make sure our guests are happy with the gear they purchase. We have a robust return policy that will apply to all styles. Check out our FAQ and COVID-19 page for more information: https://info.lululemon.com/help.  Quality is at the heart of who we are, and we stand by our commitment to ensure our guests are happy with their gear. Our return policy applies to all sizes—find out more here: https://shop.lululemon.com/secure/orders/returns.jsp.

1020 Vi saandMast er Car dgi f tcar ds Publ i shed05/ 10/ 201911: 09AM | Updat ed11/ 23/ 202012: 57PM How do we support guests who have Visa or MasterCard gift card? THIS ARTICLE IS FOR INTERNAL USE ONLY

The guest wants to place an order  Educate the guest that our website accepts these gift cards as credit cards.

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The guest will need to register the gift card on the provider’s website so that there’s a billing address associated with it.

The guest wants to split the payment  Since Visa/MasterCard gift cards are credit cards, we cannot process orders where the payment is split with a credit card.  The guest can use the Visa/MasterCard gift card to order a lululemon e-gift card which will allow them to place the order. Returns   

If the guest still has the Visa/MasterCard gift card, set up the return as you normally would. If they don’t, set up the return to a lululemon gift card. We cannot offer a manual credit back to a regular gift card.

1099 How doIsendagi f tcar dbymai l ? Publ i shed11/ 27/ 201904: 36PM | Updat ed12/ 11/ 202009: 34AM Buying a gift card has never been easier. To purchase a classic gift card, follow these steps: 1. Visit shop.lululemon.com/p/gift-cards/giftcard-60004. 2. Select your amount and quantity, then click “Add to Bag”. 3. Compl...