Promotion Validity SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Step 1 - Investigation

  • Step 2 - Escalation

1. Purpose

This SOP covers the process that needs to be followed when a customer mentions that they have purchased an item they believe was on promo, but the promo never applied.

2. Procedure

Step 1 -  Investigation

1.1) Check the product page to see if the promo is still active and whether the customer was in fact redeeming the promo correctly. If the item is no longer on promo as per the product page, you would need to escalate to the brand to confirm 

Step 2 -  Escalation

2.1)  Escalate the promo issue in the #bash-brands-escalations Slack channel and mention @jdsportsonlineteam  in your escalation.

2.2) Your Slack message should include a description of the issue, relevant SKU’s, and a link to the product page.

2.3) The SLA for promo escalations is 1 working Day

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.