Page 22 - BOPIS Curbside Guidebook

BOPIS Curbside Operational Guide

Decision Making Guide

PROCESS

Questions Actions / Escalation

If you are contacted by a member of the media for Ulta
Media/News reaches out to our Beauty’s position on any topic, immediately refer to our
store and inquires why we are Media Policy on the UltaNet. You can refer specific
open media inquiries to Eileen Ziesemer, VP PR
(Eziesemer@ulta.com).

Guest arrives to pickup order and Place the order on the nester table outdoor sign and
is not in a car (motorcycle, allow the guest to have a limited contact experience.
scooter, etc.)

Guest is upset that an item that Say: “This item is currently unavailable to BOPIS,
she wants to order isn’t available however you can still place an order on Ulta.com
for BOPIS. and have the item shipped to your home.”

Guests are able to order their birthday gift online and
have it added to their BOPIS order. Since we are
Can the guest still receive their providing a limited-contact experience, we are not able
birthday gift? to process the birthday gift via register at this time.
Please note: Birthday gift expiration dates have been
extended.

TECHNOLOGY

Questions Actions / Escalation

Create an UltaSupport ticket under
Store System > BOPIS > App Issue
The Ulta Omni app is not loading/
I am experiencing device issues If guest arrives for an order pickup, record the order on
the tracker and mark the order as picked up as soon as
device is fixed