Stock Availability queries SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Context

  • Step 1 -  Check online availability

  • Step 2 - When will an item be restocked online or launched online

1. Purpose

This SOP covers the process that needs to be followed when a customer has stock availability queries.

2. Procedure

Context 

Customers and agents both have access to tools that allow us to check in-store availability. If we are assisting a customer who has a stock query, we should find the relevant information from the customer and provide the customer with guidance on how to use the “Check in-store availability” tool afterwards.

Step 1 -  Check online availability

1.1) If possible, obtain the SKU of the specific item the customer is looking for. It is important to explain to the customer what an SKU is and where they can find it. If the customer is unable to provide the SKU, we will have to get an item description or a screenshot from the customer.

1.2) Once we have located the item the customer is referring to on JD Sports, select the customer’s size, and we should be able to see if the item is in stock or out of stock. If the item is in stock, advise the customer that they can go ahead and place their order. If the item is not in stock, advise the customer that they will need to wait until the item is restocked, or they can look for a similar item. We do not have information regarding when an item may be restocked.

1.3) If the customer wants to know when an item will be launched on JD Sports that we are advertising, mention @jdsportsonlineteam on the #brands-bash-escalations Slack channel. Be sure to include all of the necessary information in your escalation - Screenshot of item, description, ad link, 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.