Opening

● Thank you for contacting $incidents.c$chain_dsg, Where Sports Matter! My name is

Angie. How can I help you today?

Closing

● You're certainly welcome $contacts.name.first.

Will there be anything else I can assist you with today?

● Thank you for your time today $contacts.name.first. I am glad I was able to help. Will
there be anything else I can offer you assistance with?

● I am glad I was able to take care of you today, and I look forward to assisting
you.Thank you for contacting $incidents.c$chain_dsg. Keep safe for you and your
family.

● It was a pleasure to assist you today. Thank you for contacting us. Do have a
significant day, $contacts.name.first! And, do not forget to take care of Yourself and
your family.

Verification

● Hi! It will be my pleasure to assist you today, but before to continue, would you mind
to verify your full name? It is for security purposes. Then, we will proceed with your
doubt-question-concern-issue.

● Hi! It will be my pleasure to help you today with this, but before to continue, would
you mind to verify your full name, phone number, and your email address attached to
your order/account? Then, we will proceed to find the best resolution for you.

● Hi! I totally understand your situación, but before to continue can you please verify
your full name, email address, shipping address, and phone number for me? This is
for security purposes. Then, we will proceed with the next step to follow in this case.

Thank you so much for that information!

As well as the order number, please.

Acknowledge and Time

● I am very sorry for ___ $contacts.name.first. I will be more than happy to provide the
assistance needed.

Just kindly allow me a couple of minutes, I check this for you.

 ● Do not worry at all for ___, you are in the right place with the right person and, it will
be my pleasure to check into this for you, $contacts.name.first.

Please, provide me a couple of minutes, I will give my best for you in this situation.

● There is no problem at all $contacts.name.first, it will be my pleasure to check into

this for you.

Just kindly allow me 1-2 minutes so I can check this for you.

● I’m sorry you are experiencing this problem $contacts.name.first. Let me see if there
is anything I can do to help the situation.

● Great question, I’ll find that out for you!

● Now that I am aware of the situation, I will definitely try my best to fix it for you
$contacts.name.first.

Time request

● I really appreciate your patience in this matter $contacts.name.first. I am still having

this checked.

● Thank you so much for your patience $contacts.name.first. I am still checking this for
you.

● Apologies for the wait, I appreciate your patience $contacts.name.first. I Will back
soon!

● Can you hold for a moment $contacts.name.first? If it’s okay with you, I’m just going
to put you on hold for a minute or two the most while I get your details.

Soft skills

● I am very sorry about all of this $contacts.name.first. I hope you will give us another
opportunity to serve you again in the future.

● Thank you so much for understanding and for being so patient with me
$contacts.name.first.

● This is not the experience that we want you to have with us $contacts.name.first, let
me go ahead and reship/refund your order for the inconvenience.

Aditional details
● I do understand. Can you provide me with the cart number? It is located at the top left
corner of the page.
● Can you kindly provide me with the link to the product on the other website and the
SKU number from our website?
● $contacts.name.first, I do really apologize for the inconvenience, however, you will
have to contact us vía phone at 1-877-846-9997.

CASES
​

● ORDER

● Wizmo​:

● No shipped/No tracking​ - I do apologize for the inconvenience because you should

be notified of this, I will escalate the case to the right team, they will contact you via
email to provide you the best solution for you.
● In transit​ - I do apologize for the inconvenience, however, your order is still in transit.
● Lost/ Tracking shows delivered - I am seeing that the order was delivered on
12/04/2018. Did you check around your property or with your neighbors to verify if
they may have received the package by mistake? - I am seeing here that your order
was delivered, however, I know you did not receive the order, I do apologize about
this, for that reason I can provide you the refund or reship options,
● Lost/Tracking NOT delivered​ - Based on what I am seeing here, the item does say
that it is currently in transit, however, no updates were made so far. I can go ahead
and have it shipped outback, free of cost with one-day shipping so you can get it as
soon as possible.
( On behalf of the company, I would like to sincerely apologize for what
happened, I truly understand how much you wanted to receive your item on time,
$contacts.name.first. What we can do is that I will give you two options and You can
choose the one that best suits you. The first is to have your item reship to you with
the fastest delivery method available completely free of cost to compensate for the
trouble you went through. The second option would be that you will be refunded for
the price of the item not received. To do so, I will escalate this to my team, and they
will refund your money to your original form of payment within 3-5 business days.
What would you like me to do in this case?)

● Account issues:
● Change/Update Email Address​ - For sure $contacts.name.first, please allow me with
the new email address to update it.
● Username/Password​ - I do really apologize for this inconvenience,
$contacts.name.first, we are working hard to improve these issues, however, at this
moment I will escalate your case to the team in charge. They will contact you vía
email with the solution to your trouble, and you will be able to log in to your account.

● Order placement:

● No inventory/Product Not available​ - I am sorry for this because that is a great item,
however, for now, it is out of stock.
● Address issue​ (BEFORE REMORSE PERIOD) $contacts.name.first, in this case, the
system does not allow us to do any change to the order because it has been already
placed, however. I totally understand that is not your address and I will not let you
lose your money, for that reason we could cancel your current order and you could
reorder it with the right address. - (AFTER REMORSE PERIOD)
$contacts.name.first, in this case, the system does not allow us to do any change to
the order because it has been already placed, however. I totally understand that is
not your address and I will not let you lose your money, for that reason once you
notice your order has been placed, you can contact us vía phone in order to contact
the carrier and update your address information.
● Order/item canceled​ - $contacts.name.first, I do really apologize for this
inconvenience, however, your order/item has been canceled because the item is out
of stock / your payment could not be processed.
● Resend order confirmation

● Cancel Request:

● In the remorse period​ - I have successfully canceled your order. You will be receiving
an email confirmation about it. Just know that you were not charged for this order
since we only removed the amount when the order is shipped out from our location.
● Outside remorse period​ - I am sorry about this, however, your order is no longer
eligible for cancellation. Our cancellation time is within 30 minutes after you place the
order. What you could do is return the item vía mail or store when you received it,
and you will be refunded within 30 days after we received the item vía mail, however,
if you return the item vía store you will be refunded within 3-5 business days.
● Bopis order​ - $contacts.name.first, do not worry at all, your order will be automatically
canceled within 4 days if You do not pick it up. I also want to mention that you will not
be charged for it.

● Payment:

● Authorization hold​ - $contacts.name.first, I understand and I apologize for the

confusion. The charged You see is not a charge, it is an authorization created to
ensure that the funds are available to proceed with the order. However, it is removed
once your order is shipped.

● Mis-Ship:

● Wrong item​ - (UNDER $50) $contacts.name.first, I understand and I apologize for the
inconvenience, in this moment I will proceed to reship your item with the fastest
delivery option available. I also want to inform you that you can keep or donate the
wrong item, you do not have to return it. (MORE $50) $contacts.name.first, I
understand and I apologize for the inconvenience, however, do not worry in this case
I Will generate a free return label in order to return the wrong item, then we can
proceed with a reship of the item for a refund.
● Incomplete-short​ - (IN STOCK) $contacts.name.first, I do apologize for the
inconvenience, this is not the way we want to serve our customers, for that reason at
this moment I will proceed to reship your item with the fastest delivery method
available. (OUT OF STOCK) $contacts.name.first, I do apologize for the
inconvenience, this is not the way we want to serve our customers, however, this
item is currently out of stock for that reason I want to provide you a refund of your
item.
● Security tag​ - $contacts.name.first, please do not worry about this issue, de will
resolver it for you. Could you please tell me if there is any possibility for you to your
local store to remove it for you? (NOT - UNDER $50) I totally understand your
situation, for that reason, I will reship your item with the fastest delivery method
available, and do not worry about the item you already have because you can keep it
or donate it. And, once again I am sorry for this, I can assure you, we are working
hard in order to avoid these situations.

● Shipping info (Order not hey placed):

● Ship method Inquiry​ - If you select Express or Expedited shipping, your order must
be received and credit must be approved by 12:30 p.m. or it may not be processed
until the next business day. Expedited shipping is available for select products. You
can view complete shipping options for your product in your shopping cart. The
estimated delivery date for your order will be provided on the order review page prior
to completing the order.

● Damaged/Defective:

● Received Product damaged/Defective​ - I am so sorry to hear you received your item

damaged. You will need to send the item back to us vía mail or take the item to the
local store. I will have this item refunded for you because of this. If usable...
● Bopis Order​ - Return to the store.
● After using the product​ - ...and if you wish to keep the item as it is. I can have a 10%
refunded on the order.

If it is less than $50 - I am so sorry to hear you received your item damaged.
However You can keep it or donate it, and we can proceed with a reship or refund of
the item, what would you like me to do in this case?

● PROMOTION/COUPON

● Promo/ Coupon exclusions/ NOT working-​ I do really apologize for this

inconvenience $contacts.name.first, however, please note that promo coupon codes
do not apply to promo excluded brands. You can take a look, here is the link for our
promo excluded brands: ​https://www.dickssportinggoods.com/s/promo-exclusions

● LOYALTY

● Loyalty account:

● Assign a purchase​ - $contacts.name.first, it will be My pleasure to help you today

with your purchase, I will proceed to add your points to your account.
● Username/password​ - I do really apologize for this inconvenience, however, do not
worry about it, I will proceed to escalate your case to the team in charge, they will
contact you within 24-48 hours. They will help you to log in to your account again.
● Linking/Unlinking​ - $contacts.name.first, I will proceed to link your account, You Will
be able to check the changes within 24-48 hours.

● Loyalty Reward:

● Reward Expired​ - $contacts.name.first, I know you want to use your reward online,
however, because of the expiration date of the reward, it is not able to be applied
online. Nevertheless, I am happy to inform you can use it in-store without any code.
● Exclusions​ - No points provided - $contacts.name.first, I do really apologize for this
inconvenience, however, this brand does not provide points to your account because
it is an excluded brand.

● GIFT CARDS

● Charged in order canceled​ - $contacts.name.first, please do not worry about it, the
refund of your order will be charged to the original form of payment, which means
that as soon as your refund is done, your gift card will have the amount you spend on
the purchase.

● POST-PURCHASE

● Exchange:​ (IN-STORE AND BOPIS PURCHASE ITEM IN STOCK)

$contacts.name.first, there is no problem at all, in this case, you will have to return
the item to your local store, there you will be able to change it for the item you want
to have. (IN-STORE AND BOPIS PURCHASE ITEM OUT OF STOCK)
$contacts.name.first, I completely understand the situation, however, this item is no
longer in stock for that reason you can return it to your local store, then we can
proceed with the refund of the item. (ONLINE ITEM IN STOCK) $contacts.name.first,
there is no problem at all, in this case, you will have to return the item vía mail, and
we can proceed with the refund of the item. However, if you prefer to return it to your
local store, you can exchange it there. (ONLINE ITEM OUT OF STOCK)
$contacts.name.first, I completely understand the situation, however, this item is no
longer in stock for that reason you can return it vía mail, then we can proceed with
the refund of the item.
● Proof of purchase:​ KB 121

● Return:

● Return​ - (IN-STORE AND BOPIS PURCHASE) $contacts.name.first, there is not a

problem at all, in this case, you will have to return the item to your local store, then
we Will proceed with the refund process. (ONLINE ITEM) $contacts.name.first, there
is no problem at all, in this case, you will have to return the item vía mail, and we can
proceed with the refund of the item.
● Return a second item that the athlete received ​- $contacts.name.first, thanks You do
much for let us know that finally, you received your order, however, it is not
necessary You return it to the store, You can keep it or donate it.

● Missing parts​ - KB 55

● Refund​ - $contacts.name.first, I am happy to inform you that the refund was

processed for you and you should see the amount within 3-5 business days.

● Especial Orders​ - I see that your order is with the vendor who is processing the
requested personalization.

GENERAL INFO

● If the item has not been shipped, we cannot do a refund yet.

● If in Sole panel there is not an option to reship the item, it is out of stock.
● If the athlete applied a coupon in an order that was canceled, we have to generate a
new one.
● If the status in FedEx is pending for a long time, we have to assume that the order
was Lost.
● Pay Stub-Employees- KB 182
● In Approved and Deposit payment status the athlete has not been charged yet.
● To link two accounts we have to put the same information in both of them.
● In some cases, the website lasts 24 hours to update.
● If we find a fraudulent customer, we have to tell them that have to contact us vía
phone.
 ● Sponsorships and Donations - KB 48
● When an athlete returns an item vía mail it takes 30 days to see the refund.
● The athlete can pay with just one visa GIFT card, however, if the gift card is from
DSG they can use more than once.
● To add points of an in-store purchase we have to ask for: Date, amount of the
purchase, and store.
● Nike is always promo excluded.
● We cannot price Match more than $25
● We do not deliver to Canadá.
● Warranty - KB 230
● To buy protection of a treadmill the athlete has to go to the store.
● To warranty of bats - contact us vía phone.
● If the order has not been shipped and appears as delivered, we have to escalate to
the OCAdmin queue.
● If a customer has a question about the store, he has to call.
● If a customer does not receive the email confirmation to pick up his BOPIS, check if
the payment was successful and tell him that he has to contact us vía phone.
● If an athlete has a presale order, and he really wants to cancel the order, we have to
escalate to the OCAdmin queue, however, it is not for sure.

NEW

● If the athlete receive the return package again can be because if was used, in those
cases we have to tell them that they have to go to their local store with the receipt to
return it.
● If the athlete wants just one item of the BOPIS he can just go for that ome, and he
Will not be charged for the other one.
● If the reward is not working, we have to ask them for the code and escalate it to the
appeasment to refund the amount of the reward in the order.
● If the athlete has not received the email for pick up his BOPIS he has to contact the
store where he is going to pick up the item.
● To apply a coupon with Paypal - The athlete has to Enter the regular checkout at first
then they would be Taken to the payment page when they can enter that. Then they
can checkout with Paypal.
● To pay with a gift card, they have to put it like a credit card.
● The rewards are redeem one month after and they received an email with the codes.
● If the athlete wants a receipt from an online order You just have to resend the order
confirmation in sole panel.
● MSO - They have to contact us vía phone.
● If the athlete order his BOPIS in the wrong store, they can contact directly to that
store yo cancel the order and reorder, or they can do not pick it up and they will not
be charged and then reorder.
● MO - Montana.
● If the athlete received mails in his house - put it in the loyalty queue.
● If sole panel do not allow us to do the reship se have to escalate it to the reship
queue.
● To send a proof of in store purchase we have to copy and paste los cuadritos y
eliminar las últimas dos columnas.
● We do not price Match with Sportsman's Outfitters.
● Rebate- Look the item in the web site and look for a formar.
● If someone received a gift without receipt and want to return it ,he has to go to the
store to return it and they will be credit for the total amount of the item.
● If the athlete wants to return a big item, they have to contact the carrier.
● The code R0000… is to get the triple points in his order.