Customer Service Handbook Customer Service Handbook 1 Introduction

Customer Service Handbook

Customer Service Handbook 1. Introduction; 2. Locate Customer order number (details); 3. Type of ASN’s and actions; 4. Summary of ASN and actions; 5. Delivery status / Order status; 6. Cancelling / Returns / Refunds 7. Zig. Zag returns; 8. Cancelling / Returns / Refunds - summary 9. Warranty; 10. Hermes / DPD / Royal Mail / Clipper 11. Courier company contact details 12. GDOC Links & Definitions 2

Introduction The main part of this manual is to help you understand guide your judgement, to find the answer to the customers question and to help you resolve customers tickets, within the shortest time possible and with a less reduced number of tickets and emails going back and forth. You need to understand the sale, to figure out if you can help the customer, and if so, what are your options based on the information you can gather from the system. At Secret Sales we deal with 4 sorts of sales : Consignment sales – delivery / processing and shipping is from the warehouse to the end customer – the delivery time varies between 1 week for UK suppliers / 2 weeks for EU suppliers / 3 weeks for suppliers from USA / China / Turkey; Bought stock – the goods are bought and delivered to warehouse before a sale goes live and the stock is already in the warehouse, allowing us to offer fast delivery (2 - 4 days); Clearance sales / Outlet sales (ASN 253) – the goods already exist in the warehouse from previous sales from the past, allowing us to offer fast delivery (2 - 4 days); Direct Dispatch sales – the orders are being processed by supplier itself and sent to end customer from suppliers warehouse, without even reaching Secret Sales warehouse – in this scenario, Secret Sales is just intermediator between end customer and supplier. Customer order returns / refunds – have a standard 14 days to return policy. Everything over that period is subject for Secret Sales to investigate and confirm if they accept the return or not; Faulty items are due to be advised by customer within 14 days from the time of delivery – subject to return and refund is up to Secret Sales discretion, depending on each case details; Customer service agent is due to know who to contact in case of return / refund / damaged / warranty – and align with Secret Sales policy, to protect the interest of the company, without neglecting customers rights, however working in the best interest of Secret Sales; 3

Locate Customer order number (details) In order to be able to help the customer, start with taking down the customer order number (starts with 3 xxx (3750471). If customer doesn’t know this number - You can search customer details by email address / order number/ D number / name of customer or payment reference – depending which information the customer can provide. Once filled, click enter and look into the customers details: Step 1: add the details you have in order to locate the customer Step 2: click on order details by pressing the pencil and open the customer detail page 4

Step 3: read customer order details (name, location, item purchased, status of order, value, ASN number) In this page you can see customer order number / customer delivery details / ASN number / item name, description & price / the estimated delivery frame we advertised on our website – in order to help you out to understand who is the customer, what they have purchased and what are their expectations. In order to carry on with the investigation and try to come up with a solution to the customer, you as an agent, have to look into other details, in order to see what your options are to offer a resolution once you took ownership of the ticket. 5

Step 4: take the ASN number and look into the details, find out if the sale is direct dispatch or the delivery comes from the warehouse; Here you can see more details about the sale, which will help you guide you to the next step. You can see supplier name, campaign date (when it started and when it ended), what sort of sale is it (foreign consignment / UK consignment / bought stock / clearance) or if it is direct delivery from supplier or warehouse delivery – this should help you figure out who is your next contact person or your next step in order to resolve the customers query. 6

Type of ASN’s and actions if it is Direct Dispatch – contact supplier directly – the goods will not come to our warehouse so this is a matter to discuss with supplier directly. You can get this information Step 1 Step 2: Supplier details will be found in this box, EMAIL suppliers for Direct Dispatch 7

From this point you can get in contact with the supplier directly, for various reasons : tracking number not uploaded / tracking number not authentic / tracking number says delivered, however customer stated the item is not in his possession – etc and you develop from case to case according to the reason. Example of email to direct supplier as per below: 8

if it is consignment sale – the goods come into our warehouse > look into merchadmin trackers (to see if the item was delivered or not, or if it has been extended to another delivery date than the one initially promised); if the query is about anything extensions/ product information email @ merchadmin@secretsales. com for further support; Usually you can find in the trackers the most recent updates, which can help you tailor your answer to the end customer. You can see if the goods have been delivered, or if they have been booked with the warehouse, when is the latest customer delivery date, if the ASN has been extended, and if so, when is the new delivery date, etc. If you query other information about the products which you cannot find in the tracker, you can email merchadmin@secretsales. com by putting in the subject of the email ASN number – (example: ASN 42095 – order number 376273) and just let them know what you need help with and they can guide you to the right person / department if they can not help. If the goods have been delivered to the warehouse and you already have this confirmation from the tracker, but you need to know if an item specifically has been received or dispatched, this is a question for the warehouse – you need to email ssadmin@clippergroup. co. uk Merchadmin team can help you in regards to : - status of consignment orders if undelivered ; - extension emails ; - warranty ; - damaged items / customer complaints. 9

if it is bought stock – the goods come into our warehouse - email the buying team @ buyers@secretsales. com & warehouse SSAdmin ssadmin@clippergroup. co. uk Bought stock – refers to stock that was purchased in advance by us, before the sale even goes live on our website and all discrepancies are resolved before launching the campaign. If a customer purchased from a bought stock sale, the only reasons they could contact you, would be: where is my order – the items are shipped by the warehouse via DPD / Hermes / Royal Mail etc. If tracking says delivered you have to pick this up with the courier to confirm if it was lost in transit and with the warehouse if they have available stock to offer for replacement; This tracking link tells us the courier name, double click for tracking details my item is faulty / I need replacement – if an item is faulty we can issue a free return label to send the goods back to the warehouse we are required to get the tracking reference and fill in the order number on the customer service New GDOC, once the warehouse confirms they have received the goods, we can process a refund 10

If it is outlet (ASN 253) / clearance – the goods are in our warehouse already as they are stock from other old sales - email only SSAdmin ssadmin@clippergroup. co. uk When a customer calls and questions about an item which is part of an outlet sale (ASN 253) or clearance sale: where is my order – the items are shipped by the warehouse via DPD / Hermes / Royal Mail - If tracking says delivered you have to pick this up with the courier to confirm if it was lost in transit and with the warehouse if they have available stock to offer for replacement. my item is faulty / I need replacement – if an item is faulty we can issue a free return label to send the goods back to the warehouse we are required to get the tracking reference and fill in the order number on the customer service New GDOC, once the warehouse confirms they have received the goods, we can process a refund 11

Summary of Type of ASN’s and actions If ASN is direct dispatch – email supplier, Liaise with supplier till you find a resolution. Ideally call supplier and drop an email of confirmation of what you discussed via phone, in order to be able to get a fast reply and solution within the same day. If the dispute is about an item being sent but not received by end customer – liaise with supplier and tell him if we don’t hear back in 24 h we will cancel the order and refund the customer and he will have to credit us for the lost parcel because we can’t keep client waiting. Always make sure you have written evidence and contact the supplier same day as the ticket has been created by the customer so that when you go back to the customer and confirm you will be checking with our supplier and advise shortly, you can actually follow up the next day and provide feedback and solution so that you can close the ticket the next day. If the dispute is about an item being sent out but tracking is not valid (incorrect / incomplete or status shows the goods are due to be received by the courier) - tell him if we don’t hear back in 24 h we will cancel the order and refund the customer and he will have to credit us for the lost parcel because we can’t keep client waiting. Always make sure you have written evidence and contact the supplier same day as the ticket has been created by the customer so that when you go back to the customer and confirm you will be checking with our supplier and advise shortly, you can actually follow up the next day and provide feedback and solution so that you can close the ticket the next day. If ASN is consignment – check first if the ASN is EU consignment or UK consignment. IF UK consignment - Uk consignment means we could be able to arrange for a repair / replacement to be sent out to customer within 7 days, if we don’t have the stock already in the warehouse. Check the stock in the warehouse (admin page – Sku details). If stock says 0 – or “in transit” – do not rely on this as the stock might not be accurate. Email merch to confirm if they can or cannot get the stock for you. If not then cancel the back order and refund customer. IF EU consignment – EU consignment means the goods come from different country (Europe – lead time 2 wk / China, USA, Turkey – lead time 3 wk). If the supplier is EU consignment, we don’t encourage to keep back orders, but rather cancel and refund, IF the stock is not available in the warehouse. We try to ensure all items unavailable are cancelled before delivery, however we can not rely 100% on suppliers, hauliers or system to allocate accordingly the stock, therefore the quickest solution is to cancel and refund. If the dispute is about an item being sent but not received by end customer OR dispute is about an item being sent out but tracking is not valid – all items are being sent out by the warehouse so you need to liaise with them to check what happened and why this hasn’t been sent out. Liaise with warehouse and tell them if we don’t hear back in 48 h we will cancel the order and refund the customer and Clipper will have to credit us for the lost parcel and they can pick it up themselves with the courier they have used because we can’t keep client waiting. Always make sure you have written evidence and contact the warehouse same day as the ticket has been created and mark in the subject of the email P 1 (P 1 means the WH has to look into your email within 1 h and respond). IF customer wants to exchange the item – we do not offer exchanges so request for the items to be sent back to the warehouse / supplier 12

IF Bought stock – bought stock items are usually items we have to buy as per quantity or minimum order from various suppliers. The stock comes to the warehouse before the items are being promoted live on the website so the stock, being already with us, we can offer 2 -4 days delivery time as the goods physically are with us already. When customers contact you for items from a bought stock sale, they would normally contact you for: item exchange –request for the customer to return the order to the warehouse , request for tracking reference from the customer, update this information on the Gdoc for Customer Services New, once the warehouse confirms they have received the order, you may proceed with cancellation and refund. chasing delivery / item not received – all items are being shipped by warehouse via DPD / Hermes / Royal Mail – you should be able to see a tracking uploaded in the customer order page so please check status of the tracking before – if tracking unavailable / incorrect / customer claims he never received the goods – advise warehouse to look into this, you need to have evidence you told the warehouse that the customer claims he hasn’t received this delivery and allow then 48 h to advise on this, add the order number and details to the DOR page (where we report all items lost in transit by hauliers, regardless of the courier) and internally we will investigate with our couriers, but the customer can not wait until we sort this out between us and courier as this standard process can take up to 28 days till claim is accepted. IF Outlet (ASN 253) / Clearance – outlet and clearance sales are formed out of items we already have in our warehouse from older sales and we want to get rid of the stock and we promote them either outlet or clearance in order to appeal to the public eye. Just like for bought stock, the reasons why the customers would contact you would be: item exchange – request for the customer to return the order to the warehouse , request for tracking reference from the customer, update this information on the Gdoc for Customer Services New, once the warehouse confirms they have received the order, you may proceed with cancellation and refund. chasing delivery / item not received – all items are being shipped by warehouse via DPD / Hermes / Royal Mail – you should be able to see a tracking uploaded in the customer order page so please check status of the tracking before – if tracking unavailable / incorrect / customer claims he never received the goods – advise warehouse to look into this, you need to have evidence you told the warehouse that the customer claims he hasn’t received this delivery and allow then 48 h to advise on this, add the order number and details to the DOR page (where we report all items lost in transit by hauliers, regardless of the courier) and internally we will investigate with our couriers, but the customer can not wait until we sort this out between us and courier as this standard process can take up to 28 days till claim is accepted. 13

Delivery status / Order Status If a sale is UK CONSIGNMENT or FOREIGN CONSIGNMENT : If UK consignment – it means the supplier is from UK - standard delivery time is 7 days and this can help you in resolving customer query as we can get replacements / repairs / back orders – through the warehouse – in a shorter time so you can keep the customer ticket opened until we can offer a solution. If FOREIGN consignment – it means supplier is from EU countries (Spain, Italy, France, Germany etc) and we do not encourage on bringing back orders, as the cost of the shipping can be some times more than the value of the goods, so if the item is not available in our warehouse from previous sales, then you need to cancel the back order and can issue a free return label to the warehouse and close down the ticket. The average delivery time for Foreign Consignment is 2 -3 weeks from end of the sale date, depending on suppliers. On the bottom side of the page, you can see the order status – whether it has dispatched, pending or failed. You can see the progress of the order, when the order was placed, when it was processed after checking against fraud, when it is in progress – being processed by supplier or our warehouse and final detail when it has been dispatched and under what way. 14

Order Status: Each order has multiple statuses after populating in our system, before being checked against fraud, if the order is OK, it gets populated to the warehouse and according to the progress, this status changes as per warehouse update. The statuses are: NEW – This is the first status when the order is just placed by the customer; ORDER CONFIRMED – This is the second status once the order has been checked by CS and passed security checks; IN PROGRESS – This is when the order has been electronically transmitted to the warehouse in progress to be picked and packed; ORDER DISPATCHED – This is when the order has been all packed up and loaded for delivery with our carries; CANCELLATION BY CUSTOMER – This is the status applied to an order by the Agent prior to dispatch when the customer requests to cancel; FRAUD – This status is applied when the order fails our security checks and therefore will not be processed further; CANCELLATION BY BRAND with e-voucher – This status is manually applied when an order cannot be fulfilled either due to the supplier. 15

Delivery status update Once the previous check is done by the system, the order itself will have one of the below statuses and if you wish to amend the status, if you believe something is not ok or customer wants to cancel in the meantime, you have to update the order as per below example so that the warehouse will not process this anymore. Pending - Waiting to be sent to our warehouse (possibly no stock/ address invalid) or waiting to hear back from warehouse Dispatched – Sent to our warehouse, warehouse have dispatched item to customer. Failed – Sent to warehouse but failed, possible no stock/ damaged stock. Order Status Each order received will have a status. You can view a list of these statuses on the order page as shown above: 16

IF you see Delivery Dxxxxx – that means the order has been processed by the warehouse. All items shipped from the warehouse, will have a D number associated to the customer’s order and a tracking link if shipped via Hermes / DPD / Royal Mail. If shipped by Royal Mail untracked delivery, you will only see Royal Mail so you will have to ask the warehouse for further confirmation. Otherwise, you can just use the link provided and check for the status online. If at the bottom of the page you don’t see a D(xxx) number – the sale is direct dispatch – meaning the goods are being shipped out by the supplier itself, without reaching our warehouse at all and all the logistics details are managed by the supplier. However, all direct dispatched orders should have a tracking number, which our supplier is obligated to upload on suppliers portal and this will reflect as per below image. For better understanding of how to read the tracking number and differentiate the haulier, please use internal courier manual where you can find all models of tracking number and to which hauliers they belong to. 17

Courier Company Contact details Courier name Tracking reference Contact Number Account manager Hermes 16 Digit tracking number 00443445437284 Max Roberts Collect. Plus One letter, 4 number followed by 2 letters 00441923601616 hannah. gould@collectplus. co. Hannah Gould uk DPD 12 digits 00441212750500 Ian Spur Ian. spurr@dpdgroup. co. uk Royal Mail Two letters, 10 numbers, ends with the letters GB 00443457740740/ 00448452661240 N/A Two letters & 7 numbers/ 4 letters & Parcel Force 10 numbers 00443442096102 N/A Three letters and different format of numbers 00448447550117 N/A Yodel Account manager email Max. Roberts@hermeseurope. co. uk 18

Cancelling / Refunds What are the various reasons for cancelling an online order before it reaches you? Expected delivery date has changed and the product is arriving at a later date. Product is being delivered to a wrong address(Customer’s mistake) Product is not required anymore. Cheaper alternative available for lesser price. The price of the product has fallen due to sales/discounts and customer wants to get it at a lesser price. Bad review from friends/relatives after ordering the product. 5 Common Reasons Why Customers Return a Purchase 1. The customer bought the wrong item or changed their mind once they received it. 2. The merchant shipped the wrong item. 3. Purchase arrived too late or the customer doesn't need it anymore. 4. "Wardrobing. “ Wardrobing is a fraudulent practice in which a customer buys an item they intend to use for a very short time and then return afterward. 5. The product was damaged or defective. Reasons for e-Commerce Merchandise Refunds Incorrect Product or Size Ordered Product No Longer Needed Products Failing to Match Expectations/Description Company Shipped the Incorrect Product or Size 19

According to the law, a customer is entitled to return / cancel or ask for a refund of an item / order that they have purchased, under certain rules and conditions as per consumer rights and as per company T&C (terms and conditions). Therefore Secret Sales is obliged as well, to follow this right and therefore we put in customers service, all the above options. Want to send us back your item(s)? Simply follow the steps, ensure we have received your items within 14 days after delivery, and we will process a refund. Please note: Any returns that reach us after the 14 day time frame will be not be accepted. Returns that reach us late will be sent back and no refund will be processed. What can you return? You can only return items that you’ve bought and received from SECRETSALES. Any items must be returned unused, in the original packaging, with intact tags. Incomplete, torn, worn, soiled or anything we may believe has been used will not be accepted. Items purchased from a Selected Partner, must be returned directly to them. You’ll find their Return Policy and process inside your parcel and in My Orders. Unless they are faulty or incorrectly supplied, the following items cannot be returned: Products that have been in your possession for over 14 days. Any personalised items, or tailored to your specification. Any products that deteriorate quickly, such as food and flowers. CDs, DVDs or software if you have broken the seal on the wrapping. Close-fitting underpants or knickers (Please try these items on over your underwear). Opened adult toys. Piercing jewellery. Opened cosmetics and skincare. 20

When will I get a refund for the return? As soon as we have received your return a refund will be processed within 30 days. We will send you an update by email once we have received and checked your return. Recently we have updated our return service by collaborating with Zig. Zag. This is a company that will help us preselect the returns and if the returns are within the period of 14 days and if they arrive in good condition to them, they will issue the refund automatically once they scan the return label and this will trigger the refund in customers account, reducing the number of tickets and the goods will be sent back to Clipper so they can add them back in the system so we can resell them. If an item is before or after the term of 14 days since purchase, the customer will not be able to issue a return label to Zig. Zag and most likely they will call Customer Service team to ask for a return label. You as an agent, will have to look into the order details and see when the order was delivered (according to the tracking number you can find in the page) and make sure before you promise a return label, you calculate if this is within the right time. You should encourage the customer to check the self return page instead of contacting you, as this would be an easy access to her to keep track of the parcel and estimate when she would get the refund back, however there are some cases when you will have to take the case and issue a free return label to the customer, especially if the fault is caused by Secret Sales or Clipper warehouse (examples: Clipper sent the wrong size, wrong item or wrong colour, or if Secret Sales has mistakenly advertised an item different than expected, like we said an item is leather and it is not). When you have to manually refund a customer, you can do that from the customers order page, following the below procedure: When processing order cancellations, back order cancellations, unresolved orders and customer returns there are certain actions that must be carried out on the order. When you click on Ret To… under the Admin tab, it will bring up the returns box, where you can select where to return an item either for cancellation or a return. 21

step 1) Select number of items to be returned, if multiple > Select one of the locations according to the status available > Select reason of return. Step 2) After selecting the Qty, location and reason, press on one of the options 22

If the item has been returned and you have the confirmation or tracking number from customer, you can process a refund for the customer. In order to do so, ask customer if they wish to get their refund un cash or e-vouchers. We would advise to encourage a refund as a e-voucher form, as this would give the customer the opportunity to come back and purchase again from us, rather than not coming back, however we can not hold customers money so if he does not confirm the way of the refund, you need to refund via cash to the original payment method, as this is the primary rule of refunding back a customer. You can only refund via e-vouchers if the customer agrees with it. When refunding the money, manually enter the correct amount in the field below. Step 1) select refund method: cash or vouchers (if vouchers, select a minimum 3 months and max 6 months expiration date) Step 2) select reason of refund and press “refund” Step 3) once you pressed refund, in order to double check this went through, you will see the status as per below. If you refund cash, the voucher section will be blank. If you refund voucher, the cash will be blank. 23

Zig Zag Zig. Zag is the new self service return portal that we have put in service in January 2019, to facilitate the customer returns process, reducing the number of customers contacting CS team to arrange collections/returns. Zig. Zag is basically a HUB where all the orders are being returned, inspected by them, sorted and refunded to the customer, before going to Clipper warehouse where they would be scanned and added back onto the website for re-selling. In order to apply for a self return label via Zig. Zag, please advise customers to follow the below steps: Step 1 – click my account on the main page & access My Orders Step 2 – select from the history, which order you want to return (Active orders) 24

Step 3 – select order / item and if you are within the 14 days of a return, at the bottom of the page you will see status “return order”. If you are not entitled to return, either because you are earlier or late than the 14 days, the status “return order” will be greyed out, not allowing customer to return. If a customer is not allowed to return (earlier than 14 days or later than 14 days, you need to look into the order details and advise him, unfortunately we can not except the return out of the 14 days period. Unless the circumstances are special or the item is actually faulty / damaged, but either way, just to double check after you say to the customer they can not return, you can email merchadmin@secretsales. com and explain the situation and they might allow for the return to be processed. If the item is before or after the 14 days and Merch team approved the return, as an alternative to the return label to Zig. Zag, you can issue a free return label from the orders account as this will also go to Zig. Zag for sorting. However the ground rule is no returns after 14 days as we need to educate our customers and reduce the number of refunds unjustified. 25

Step 4 – if the customer is entitled to a return label to Zig. Zag, after selecting the item he wants to return, he will be redirected to this page where he need to add the order number of the product he wants to return and his postcode. Step 5 – once order and post code is added, system will confirm item or items on that order, and customer can choose one item or multiple (also Qty) he wants to return and the reason of return from the selected options. 26

Step 6 – once selected the item to return, the customer will be redirected to the courier site, where he can chose the courier he wants to send it out with. At the moment we have DPD but we will be on boarding shortly Hermes and Collect +, so customer will have several choices, however they are all charged the same £ 3. 50 per label – not matter of the courier. Step 7 – will be the credit card page where the customer has to enter his credit card details, name, expiry date and CVC number in order to process the payment for the £ 3. 50 for the return label 27

Step 8 – once payment has been confirmed (after customer fills in the card details), he will be redirected to this page, confirming the payment, a summary of the item / items he wants to return and an option to download the label PDF, which he will have to attach on the package he will return. Also, customer can see the tracking status going forward, from label generated / in transit / delivered to warehouse. Step 9 – customer will receive an automated email as a backup if he doesn’t print the label from the first pahe, he will get a copy on the original email registered under the Secret Sales account. 28

Cancellation / Refund summary 1) Cancelling Orders When a Sale is Live (Customer Request) Return to Sale Enter Reason to return ‘Customer cancellation’ Abort/Refund Select ‘Cancellation by Customer’ and click on ‘Update Order’ – This triggers an e-mail to the customer 2) Cancelling Orders After the Sale Ends (Customer Request) Return to ‘Not In Stock’ Select ‘Order cancellation’ Enter Reason Abort/Refund Select ‘Cancellation by Customer’ and click on ‘Update Order’ – This triggers an e-mail to the customer 3) Cancelling Fraud Orders While the Sale is Live Return to Sale Enter Reason to return ‘Fraud’ Abort Payment Select FRAUD and click on ‘Update Order ‘– No E-mail will be triggered. 29

4) Cancelling Fraud Orders When the Sale has Finished and Stock has not arrived Return to ‘Not in Stock’ Enter Reason to return ‘Fraud’ Abort Payment Select FRAUD and click on ‘Update Order’ – No E-mail will be triggered 5) Cancelling Entire Order as Out of Stock (Back Order Cancellation) Return to ‘Not in Stock’ – This will trigger an e-mail to say item deducted from the order Enter Reason ‘Not in Stock’ Click on ‘Order Cancellation’ Refund Customer – Enter Reason Not in Stock/Back Order Cancellation 6) Cancelling Items from Part Order ( Back Order Cancellation) Return affected sku(s) to ‘Not in Stock’ – This will trigger and e-mail to the customer to say that an item cannot be fulfilled in a part order cancellation scenario only. Reason – Not in Stock Click on ‘Item Cancellation’ Refund the customer for the cancelled sku(s) 7) Returning an incomplete set back (i. e. when only part of a set is available and customer does not want it) Return the item not available to ‘Not in Stock’ Return the available matching item to ‘ Store’ Click on ‘Item Cancellation’ Refund customer for items actioned 30

Warranty Secret Sales offers a standard 6 month warranty for the items we sell on site Some items might have additional warranty from the brand (example Versace watches, Samsung electronics, etc) which would be advertised as a longer warranty (1 or 2 years max). In the event a customer claims he wants an item refunded, cancelled, repaired under warranty, please look into the sale date, see when the order has been placed and advise as per standard Secret Sales terms and conditions, all items are under SS warranty for a period of 6 months only. If the customer comes back saying he has a 1 year warranty for example, please e-mail merchadmin@secretsales. com and one of the members will assist on what steps you need to take further or if there is something they will take care of on their end. If the sale is from a consignment / bought stock / clearance or outlet ASN – please email merchadmin@secretsales. com and they will advise accordingly on the next step. If the sale is direct dispatch – please email directly the customer, explaining the customers problem and CC: merchadmin@secretsales. com to be aware and interfere if needed. For watches – everything under £ 100 worth the watch, can be fixed internally as we have a contract with a watch repair company (including battery exchange) - everything over £ 100 worth – will be subject to discuss with original supplier For any watch queries, best to email merchadmin@secretsales. com and Accessories - Accessories@secretsales. com 31

Hermes / DPD /Royal Mail / Clipper - DOR (denial of receipt) Customers will claim they have not received their deliveries from our partners Hermes / DPD / Royal Mail / Clipper In order to confirm this, you need to email each haulier in part and let them know when a customer claims they have not received this, even if the tracking number you have available in the customer order page says it was delivered. Once they have been advised about this, they would normally open an internal investigation about this and they should come back to you with a feedback within 72 h from the moment you email them. In order to resolve this query in the shortest time possible, after 72 h you can email the customer and attach the DOR form for him to sign and complete, where they will confirm and sign on own responsibility the denial of receipt. This will have to be passed on afterwards to the representative of Hermes / DPD / Royal Mail / Clipper and we will deal with the claim internally, however you as an agent, as soon as you get the DOR confirmed back from the customer, can proceed with a refund to the customers account and close down the ticket. When contacting Clipper to confirm if an item has been returned by a customer / or to claim a delivery was never received – you can use in the email subject the initials P 1 ; P 2 ; P 3 in order to make sure you get a quick response from Clipper to your email. The time frame of P 1 ; P 2 ; P 3 emails are as follows and the warehouse has to come back to you within this time: P 1 -1 hour P 2 – 4 hour P 3 – 24 hour 32

Courier Company Contact details Courier name Tracking reference Contact Number Account manager Hermes 16 Digit tracking number 00443445437284 Max Roberts Collect. Plus One letter, 4 number followed by 2 letters 00441923601616 hannah. gould@collectplus. co. Hannah Gould uk DPD 12 digits 00441212750500 Ian Spur Ian. spurr@dpdgroup. co. uk Royal Mail Two letters, 10 numbers, ends with the letters GB 00443457740740/ 00448452661240 N/A Two letters & 7 numbers/ 4 letters & Parcel Force 10 numbers 00443442096102 N/A Three letters and different format of numbers 00448447550117 N/A Yodel Account manager email Max. Roberts@hermeseurope. co. uk 33

Name of GDOC Link Comments Customer Services New https: //docs. google. com/spreadsheets/d Used for all Queries that we have with SS /1 qpk. Eg. Ke. F 8 ns_admin, Returns, Refunds, Dispatch dates q. GILo. P 4_ASw 3 tv 4 UYkd. U 4 ze 1 n. U 1 u. E/edit#gid=1411018695 Cheque Log https: //docs. google. com/spreadsheets/d Used to refund customers for orders /1 Wx. XUS 8_5 Bd. MRCagw. AQyh. R 4 r. Ltuv. Q older than 6 months and postage for MEu 5 FLK 3 li. Bb 7 UY/edit#gid=1776180367 faulty or damaged items received from suppliers Hermes Claims code https: //docs. google. com/spreadsheets/d Used to log all claims for Hermes /1 f 7 deliveries that, are lost, damaged in G 1 q 3 h 1 y 8 Ha 6 u. P 61 Bh. AXaw 89 x 6 j. Lm. Bl. TDI transit or not delivered to customers. B 2 t. Lf. FY/edit#gid=0 Direct Delivery returns new copy https: //docs. google. com/spreadsheets/d Used to view all returns for direct /1 ph. BJz 62 Z 98 CQEz. DReh 2 y 7 Eygv. WZdispatch orders that have been delivered ob. E 4 quele 0 e. Da 7 A/edit#gid=1121552038 to the warehouse, this confirms if the item have been sent to the supplier or have been inspected by the warehouse Marion, Eran, Rose, Daisy, Emma & Olivia – Renata https: //docs. google. com/spreadsheets/d View the progress of deliveries for /1 YY 31 VHF 8 rx. Oc. H 02 IKyr 7 Ir. ZMzs. Kx. Qt. R 9 R specific ASN’s and when the items can be owd 2 Wudc. ZA/edit#gid=0 expected

Hermes incident report https: //docs. google. com/spreadsheets/ d/1 iy. LKXsc. QSD 0 v 8 wdv 5 Jm. QD 96 i. Sa 7 Cb 8 NIh. YKrxc. MEE 40/edit#gid=0 This is used to track all issues with Hermes Warehouse issues to be raised https: //docs. google. com/spreadsheets/d/ All unresolved warehouse queries are 1 W 2 q 47 Us 7 r. LD 3 AFH 1 c. XI 6 ida. Ja 6_Rfo 7 dof noted on this document so that they are 4 Vo 3 sgu. I 8/edit#gid=0 raised on the weekly meetings with the warehouse Emily, Sian, Catrin, Olivia - Tracker 2 George https: //docs. google. com/spreadsheets/d/ View the progress of deliveries for specific 1 Iuy 3 VJl. BDPHNTB 47 b. Z 5 s. Dsj. U 6 v. Hw. Aotv. E ASN’s and when the items can be CNw. Qz. Df. WJQ/edit#gid=0 expected Returns New https: //docs. google. com/spreadsheets/d/ All items that are sent for inspection can 1 VCd. UHE 6 FPCHHr. FLok. AY 8 Iqbe found on this sheet qny 90_ku. KM 6 n. QLCg. I 1 FY/edit#gid=40528 6026 Customer VAT invoices https: //docs. google. com/spreadsheets/d/ This sheet is filled when customers want 1 l. VAT invoices for a previous order W 4 q. Pax. B 9 XAFIQDNJc. K 1 Dg. E 8 Li. Mitne 3_C 2 AOYBSSk/edit#gid=0 WATCH WARRANTY LIST FOR SUPPLIERS 2019 https: //docs. google. com/spreadsheets/d/ This sheet has the warranty details for all 1 b. L 5 nc. Rx 3 c 5 c. GJy. Odb. D 70 vhgv 0 k. CDJk. Vw. V watch brands that we sell Ac. Gx 3 Rvt. QA/edit#gid=1445244671

Customer Service Escalations https: //docs. google. com/spreadsheets/ This sheet must be filled when you have d/1 E 8 kpqp. Rdva 9 WOJ 4 pel. I 4 ATTyu. FXmb an escalation that cannot be dealt with w. QB 3 j. ZMM 6 -pw. Y 0/edit#gid=0 on the floor Pisga Returns (Shades of Summer) https: //docs. google. com/spreadsheets/d This Sheet has all the order from Pisga /1 kl. Bp. Mya. UGR-o. YPt 8 FUW 7 n. Q_Fwethat have been returned and needs to o 3_jo. Gq_I 7 n. FFFg 4/edit#gid=0 be refunded Missing Items https: //docs. google. com/spreadsheets/d This needs to be filled in when an the /141 Hgwd 8 w. Lbj. KAFgri. C 9 X 0 pid 0 W 7 Yd. Tq customer reports an item missing from 4 v. MDg. TTb. DJa. M/edit#gid=0 the order or return Refunds Authorised https: //docs. google. com/spreadsheets/d All refunds processed need to filled on /1 rc 3 gs 0_s. Sthis sheet Kr. YEFOi. ZJys. C 8 U 0 H 7 j 8 WKoc. JCxtf 2 I 5 qk/ed it#gid=0