Product information request SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Step 1 - Product information investigation

  • Step 2 - Brand escalation

1. Purpose

This SOP covers the process that needs to be followed when a customer asks for product information for an item we sell online.

2. Procedure

Step 1 -  Product information investigation

1.1) If the customer asks for more information about a specific product, the first place we should check is the product page on JD Sports. Here we should find some basic information about the product.

1.2) If we were unable to answer the customer's question via the product page, you will need to use external sites to try to find the information. When doing this, you need to make sure that you are researching the exact same product we are selling on JD. Here are some helpful resources:

• Manufacturer websites - we can check directly on the manufacturer's website if the information is available

• Other eCommerce websites - Sites like Amazon may have more detailed product pages where we can find helpful information.

• Google general - We can use Google to try to answer the customer's question. Be sure to use reputable sources when doing this.

1.3) If we are unable to answer the question after doing our research, proceed to step 2.

Step 2 - Brand escalation

2.1) Mention @jdsportsonlineteam  on the #brands-bash-escalations Slack channel. Be sure to include all of the necessary information in your escalation - Escalation summary, screenshot of product/issue, SKU, etc.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.