REMOTE SALES
22/10/24, 22:32
REMOTE SALES
REMOTE SALES 🎯 How to manage sales when clients are not physically present in the Boutique.
What is a Remote Sale? Remote Sales are transactions performed entirely remotely. The Client is not physically in-store during the transaction. The Client places the order by phone or email, providing delivery or shipping information. ​ Any other remote transaction not performed within BOFH or WCW environments
đź’ˇNote: Remote sales apply to Free Standing Stores. For Leased
Direct Access by clicking the button:
 Payment Methods Available  3 Key Steps  Product Restrictions
Departments, refer to Department Store guidelines.
đź’ˇNote: Detailed procedures not applicable for Mainland China, but
 Security Tips
basic rules do.
These are NOT Remote Sales, transactions where clients:
 Zone Restriction
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are in-store, purchase items, pay on the spot and ask for the item to be shipped [Shipment Services] are in store and leave a deposit to order an item (i.e., Sales Order/ Reservation)
When to use Remote Sales? As recommended: for markets where Fendi.com is NOT available for markets where BOFS and BOFH are in place, but the product the Client selected is not available on Fendi.com for markets with a specific one-to-one, Japan appointment booking tool > LINE tool ​
đź’ˇ Provide the distinctive Fendi Client Experience for remote interactions too!
Available​Payment Methods Wire transfer (the store shall inform the local Finance/Accounting team, and the sale can only be finalized once the team confirms the fund transfer in writing or by email) Pay by Link (PBL or remote link). This method is only available to existing clients and very well known. New clients shall be addressed to E-commerce (buying online from home where available).
It is NOT possible to pay with cash, credit cards, store credit, checks, or gift certificates. https://fendi.sharepoint.com/sites/CICERO/SitePages/Mail-%26-Telephone-Sales.aspx#remote-sales-key-steps
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Remote Sales - Key Steps Remote sales have 3 steps:
- Purchase --> Through Heaven or if not available, send the Remote Sales Order Form
- Confirmation/Authorization & Payment
- Delivery/Shipping
1 - Purchase Remote sales can be performed via phone 📱, email 📧 or chat 💬 Remote sales option in Heaven For boutiques where Heaven is not in place, use the Remote Sales Order Form. Send the form via email or chat (if supported) and confirm receipt.
2 - Confirmation Check that the contact details on the form correspond with the client information on Heaven.
❗ The client might have multiple addresses, so be cautious and attentive to any sign of possible fraud: Explain which payment methods are allowed, including the time frame for order processing and delivery. Send an order summary to the customer's email (available in Heaven) and request confirmation. Request Retail Head authorization in the event of multiple sales through different transactions (the same limits apply to physical sales) or orders above €15,000 or the equivalent in the local currency.
3 - Authorisation & payment When a customer's order is confirmed, send payment details to the client (wire transfer or PBL): https://fendi.sharepoint.com/sites/CICERO/SitePages/Mail-%26-Telephone-Sales.aspx#remote-sales-key-steps
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PBL: wait for confirmation of the transaction (not only authorization) Wire Transfer: It is mandatory to wait for written (email) confirmation from Finance
âť— Charge Delivery Fee. Exceptions for very loyal customers must be authorized by Store or Retail Heads âť— Send a daily summary of distance sales and wire transfers to the Local Finance Team
4 - Delivery/Shipping Boutique Staff shall check: The paying customer's Remote Shipping details and Address correspond. No exceptions. The Address to be used is the one recorded in the CRM. For hotel deliveries, request authorization from the Retail Head. The Finance team's confirmation of receipt of the wire-transfer payment and confirmation of the remote link according to the system used. Products are carefully packed and secured and accompanied by a delivery note 👉 Proper Shipment.
HOW TO DELIVER ITEMS TO CLIENTS 👉 Shipment Service
âť— Contact the Store's usual trusted courier. It is forbidden to use a different courier, even if requested by the client.
Product Restrictions CITES and Furs cannot be sold through remote sales.​ Transactions can contain a maximum of 7 items and no more than 2 identical SKUs. Multiple Sales Restrictions Apply 👉​Multiple Sales It is NOT recommended to place an order above €15,000 or the equivalent in the local currency.
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❗ Any exception to these rules must be authorized by the Zone President. Security Tips 🛡️
The Store Head shall formally pre-authorize all remote sales (by email) Remote sales are restricted to known loyal clients only. New clients shall be addressed to E-commerce (buying online from home where available). Ship to home address, NO in-store pick-ups. Exceptions are allowed only for well-known loyal clients, formally pre-authorized (by email) by the Retail Head. In all cases, these clients shall be present in person or be represented by a person they have formally delegated (by name or who is identified through ID). Boutique pick-ups must be done by the client in person (identified through ID) and not by delegates. Request the receiver to sign the delivery note. A paying customer's Remote Shipping details must correspond with their address - With no exceptions The Shipping Country must correspond to the payer’s country - With no exceptions Delivery only after the payment is confirmed, wire transfer by the finance team, and remote link confirmation according to the system used In case of doubt concerning payments through Pay by Link, check the BIN (first 6 digits of the credit card) on bincheck.org The Courier must be selected by the boutique, not the customer - With no exceptions The Shipping fee is at the client’s expense. Exceptions for very loyal customers shall be authorized by the Store Head Retail Head authorization requested for: Orders larger than €15,000 or the equivalent in the local currency Multiple sales, also through different transactions (same limits applicable for physical sales) Hotel delivery​ ​❗ Any exception to these rules must be authorized by the General Manager.
Zone Restrictions SEAA Remote Sales are only allowed in Australia and within the country. Do NOT ship internationally. Remote Sales are only permitted for leather and small leather goods (not applicable for Australia). Americas https://fendi.sharepoint.com/sites/CICERO/SitePages/Mail-%26-Telephone-Sales.aspx#remote-sales-key-steps
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No international shipment. Mainland China Only WeChat Work & Remote Sales Mini Program – please refer to the dedicated section. All GC markets: do not ship out of your Market. EMEI European Stores cannot perform Distance sales to the Middle East, China, Japan, APAC, the USA and the Americas. Remote sales are allowed throughout all the regions except for the UK, Switzerland, Russia, and Turkey, where different price positioning means that distance sales can only be performed within the same country. Exception shall be approved by Zone President - More details on Exception
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Source: CLIENT/OMNI CHANNEL/REMOTE SALES.pdf