The holiday season is one of the busiest times of year and we want to ensure you’re prepared! We put together this guide to identify key items you may want to review prior to the holiday rush. Below, we’ve outlined common holiday scenarios and provided a set of recommendations to consider in order to maintain efficiency once this season begins.
Plan for the holiday rush #
Our Support team can help you adjust Threads for the below recommendations. This will include:
- Updating Gladly Sidekick SLAs
- Updating language within Customer-facing replies
- Accounting for changes to final sale or nonreturnable items
Given the nature of this busy time of year, completing other types of Support requests will be assessed based on current capacity. P4 Support requests will be evaluated within three business days and P3 requests will be evaluated within the next business day. Please review our Support page for a full breakdown of hours during observed Company holidays.
Review existing shipping SLAs #
It’s common that processing, shipping and delivery windows may be longer than normal during the holiday sales period. Here’s how we recommended preparing:
Extend processing and shipping SLAs
- Review current SLAs configured for Gladly Sidekick and identify ones that should be adjusted to accommodate potential processing or shipping delays.
Review existing return policy #
Return policies at large may shift during the holiday season. If you anticipate changes to your overall return policy including extended return windows, return processing times and/or the additional of final sale items, here’s how we recommend preparing:
Extend the return window
- Review current return SLAs used to determine return eligibility and consider if these SLAs need to be adjusted (e.g. typically an order is eligible for return within 30 days of purchase, but you plan to extend this window for the holiday season).
- Review any Customer-facing replies that might include return window verbiage (e.g. “Returns are accepted within 30 days of purchase”) and adjust verbiage as needed to align with an extended return window.
Extend the returns processing window
- Review any Customer-facing replies that might include return processing verbiage (e.g. “Once received, returns will be processed within 1 business day”) and adjust verbiage as needed to account for potential delays.
Account for final sale or non-returnable items
- Consider any final sale, discounted items, limited edition holiday items, etc. that may not be eligible for return or refund and be sure to include those exclusions in any Customer-facing replies regarding your return policy.
