Page 21 - BOPIS Curbside Guidebook
P. 21
BOPIS Curbside Operational Guide
Decision Making Guide
PEOPLE
Questions Actions / Escalation
Follow up with the associate / manager and
understand if they are delayed
If originally scheduled associate is not available, call
Opening associate did not come to
work for their opening shift. an available staff member and adjust the future
schedule
If no associate available, escalate to GM and GM
should report up to DM
Any associate who is confirmed as positive for COVID-
What is the protocol for an
associate that reports a positive 19 or showing symptoms, should be reported to that
person’s leader and HR. Associate confidentiality will
Coronavirus test or are showing be maintained by HR to the best of our ability and
symptoms?
asked of the leader.
Say: “To ensure we are keeping the safety of our
Guests and Associates as our #1 priority, we are not
Customer is upset that they can’t accepting returns or exchanges at this time. Your
process a return / exchange. returns will be honored once our stores reopen. I’m
sorry for any inconvenience this has caused. If you
have any questions, please contact Guest Services.”
What if a guest is not compliant to Politely ask guest to return to their vehicle
social distancing ?
Say: “To ensure we are keeping our guests and
What if the guest asks to make an associates safe, we are not allowing any guests in the
in-store purchase or use the store at this time, I’m sorry for any inconvenience this
restroom?
has caused.”
Search the guest information using the Global Search
feature within the Ulta Omni Application (Search Icon
on the top right) and it will show what location the
Guest goes to the wrong store for item was ordered at.
their order pickup
Say: “I am showing that you placed an order at our
(Location Name) location and it shows that it is ready
for pickup at that location.”
