| Document Name | Description | Last Updated |
|---|---|---|
| Accounting Sales Repair Apple Pay Types Not Accepted | Apple Pay Types Not Accepted explains that the store will not accept Apple Pay or other mobile wallet payments because of fraud risk and requires customers to present physical credit cards. | Never revised |
| Sales Repair Accounting SDGL Appraisal Fees | Appraisal Fees explains how SDGL (Elliot) insurance and non-insurance appraisals are scheduled, charged, and invoiced. | 31 May 2025 |
| Sales Repair Accounting Beware Credit Card Scams | How to identify and prevent credit card scams to avoid chargebacks. | 12 March 2013 |
| Sales Repair Can I Help You? | How sales staff should approach and engage customers on the sales floor to create sales. | Never revised |
| Repair Cartier Repairs | How Cartier watch repairs are handled and what customers should be told about timing and third-party handling. | 08 August 2006 |
| Sales Repair Reception Central Files Contact Log | How Sales, Repair, and Reception staff must record what happened during customer interactions in the Central Files contact log. | 17 June 2006 |
| Repair Sales Cleaning & Polishing Jewelry | How to clean, polish and inspect customers' jewelry safely, including identifying sensitive gemstones, using jeweler equipment, and following safety precautions. | 03 March 2015 |
| Sales Repair Accounting Credit Card Chargebacks | How to route and handle credit card chargeback notices, who to notify, required documentation, and response time expectations. | 11 November 1996 |
| Sales Repair Accounting Credit Card Chip Must Read | Why the company will require EMV chip verification for credit card transactions to reduce fraud. | Never revised |
| Sales Accounting Repair Credit Card Procedures – Amex | How to accept American Express payments in-person and by phone, including authorization steps, handling card-not-present orders, and reducing fraud and chargeback risk. | 22 October 2024 |
| Repair Custom Work, No Returns | How custom jewelry orders are processed and why completed custom work is not returnable. | 08 August 2006 |
| Sales Repair Customers’ Email Addresses | How to record customers' email addresses for e-blasts and which placeholder addresses to use when a customer has none or declines to provide one. | Never revised |
| Repair Dial Swaps | How and when to perform dial swaps on watches, including required servicing, the step-by-step swap action, and the need to inform customers. | 08 August 2006 |
| Sales Repair Dials and Bezels, Sale of | When and how customers are charged if they keep their original watch dials or bezels instead of exchanging them. | 30 July 2008 |
| Repair Sales Do Not Send Repairs to Buy Offices to be Delivered | Why repairs should not be sent to buy offices for customer pickup and how exceptions are handled. | 25 June 2021 |
| Sales Repair Buyers Employees Create Social Media Posts | How employees should create and submit customer social media posts, who to contact, and the consent requirements for posting customer photos or videos. | 10 April 2024 |
| Repair Sales Estimates At The Counter | How staff should obtain pre-approved estimates at the counter for repair jobs to speed the repair process and avoid calling customers. | Never revised |
| Repair Estimates for Repairs | When and how to record estimates for customer repairs. | 08 August 2006 |
| Sales Repair Giving Away Merchandise and Repairs | How salespeople should handle giving away merchandise or repairs, including how to record giveaways and their effect on sales and commissions. | 12 October 2023 |
| Buyers Sales Repair Google Reviews | How staff should solicit Google reviews, track them, and the incentives and rules for posting to improve SEO. | 10 April 2021 |
| Repair Heads | Heads: responsibilities to ensure appropriate heads are kept in stock for regular, large, and unusual diamonds. | 08 August 2006 |
| Repair Executive Inventory Repairs | How Inventory and Repair coordinate to record repair costs, adjust Inventory's cost of goods sold weekly, and transfer funds so Repair can pay repair invoices. | Never revised |
| Repair Invisible Set Jewelry | When and how invisible set jewelry should (and should not) be worked on, and where to send repairs. | Never revised |
| Repair Leaks | How to handle a customer complaint that a watch leaked, including steps to inspect, test, and determine responsibility. | 08 August 2006 |
| Sales Repair Loaner Watches | How and when employees may provide customers with loaner watches and the required paperwork and inventory logging. | Never revised |
| Buyers Repair Merchandise, Location and Routing | Where merchandise should be located, how items should be routed between locations, and the rules for handling inventory to protect and control stock. | 05 January 2007 |
| Repair Multiple Job Items | How to log and label multiple repair jobs from a single customer so each job is tracked and sent to the correct repair location. | 08 August 2006 |
| Sales Repair New Names to the Mailing List | Defines what qualifies as a new name to add to the mailing list and explains how sales and repair staff should treat these customers to encourage future purchases. | 31 October 2015 |
| Accounting Sales Repair No Tapping of Credit Cards | Requires customers to sign on the terminal and prohibits tapping or swiping credit cards, requiring chip insertions instead. | 03 February 2024 |
| Repair Overdue Repairs | What to do with overdue repairs: timelines for taking possession, customer notification, selling or scrapping unclaimed items, and recordkeeping. | Never revised |
| Sales Repair Buyers Problem Customers | How to handle problem customers, including when to fix issues, offer remedies, escalate to management, or ban repeat unreasonable customers. | Never revised |
| Buyers Sales Marketing Repair SDGL QR Code Cards | How and when staff should use QR code business cards to encourage customers to leave Yelp or Google reviews. | Never revised |
| Repair Quality | Defines what quality means and explains why maintaining a high degree of excellence is important to exceed customer expectations and drive expansion. | 08 August 2006 |
| Sales Repair Red Flags to Watch for in the Showroom | How to identify potential fraudulent showroom purchases and what steps to take when red flags appear. | Never revised |
| Sales Repair Refinishes and Commissions | Which watch refinishes count as salesperson sales and how to obtain commission approval. | 15 August 2006 |
| Sales Repair Repair Flag for New Names | How to record a Repair Flag for new-name contacts so they remain attributed to Repair for reporting. | 30 August 2024 |
| Repair Repair Missing Jobs | How to find and recover misplaced repair jobs when a customer arrives to pick them up. | Never revised |
| Repair Sales Repair, Retraining for Errors | How repair intake errors are reported and how retraining for those errors is conducted for staff. | Never revised |
| Sales Repair Repairs Not Rung Out Properly | Policy outlining disciplinary actions when repairs are delivered to customers without being rung up properly. | Never revised |
| Buyers Sales Repair Repairs, Back Charges | Requires pre-owned items to go through Repairs before sale and describes charge-back consequences for violations. | Never revised |
| Repair Repairs, Due Date | How repairs are estimated, priced, scheduled, and handled including due dates, approvals, and rush procedures. | 29 July 2004 |
| Repair Repairs, Reporting Costs | Repairs, Reporting Costs explains that staff must note repair costs on receipts and write invoice numbers on repair envelopes so the repair department can verify income and profit. | 14 August 2006 |
| Inventory Buyers Repair Repairs, Security of Internal Jobs | How to ensure merchandise transferred to Repair is counted or weighed to prevent loss. | Never revised |
| Repair Inventory Sales Repairs, Taking Downtown Procedure | How to prepare, transport, and track repairs taken to outside jewelers during downtown runs. | Never revised |
| Repair Sending Watch Repairs to the Factory | How to send customer watches to manufacturer service centers and request accommodation or dealer discounts when appropriate. | Never revised |
| Repair Logistics Shipping Repairs to Vendors | States that each repair sent to an external vendor must be mailed separately and not combined in one package. | Never revised |
| Sales Repair Logistics Shipping to Customers | How to ship merchandise and repairs to customers, specifying approved carriers and requirements based on item value, payment method, verification, alternatives, tracking, and disciplinary consequences. | 20 April 2024 |
| Repair Sales Shipping Watches to Customers | How to check and prepare watches for shipment to customers, including verifying functions, setting local date and time, winding, and securing the crown. | 16 August 2008 |
| Sales Repair Show and Sell | How sales, sales assistants and repair staff should proactively approach and engage every person in the store to generate sales and capture customer information. | 05 November 2015 |
| Repair Taking in and Delivery of Repairs to Customers | How to accept items for repair and when and how to use branded packaging when returning repaired jewelry and watches. | Never revised |
| Repair Sales Taking in Repairs | How to take in jewelry and watch repairs accurately, document condition and insurance value, and ensure correct authorization and retraining when needed. | 13 June 2024 |
| Inventory Repair Warranty Work | When and how warranty repairs are handled for products, who bears the cost, and how vendors and inventory should be managed. | 08 August 2006 |
| Buyers Repair Sales Watches, Verifying Authenticity as a Service | How the company verifies watch authenticity, including who is authorized, the fees charged, and step-by-step procedures for showroom, phone, and estate buyer requests. | 13 June 2024 |
| Sales Repair Accounting Web Leads :: Response Procedure | How to respond to customer web leads—who dispatches them, how to reply by phone or email, and how to log responses into BusinessMind. | 28 April 2010 |
| Sales Repair Who Delivers and Takes in Repairs | How staff should handle taking in and delivering repairs to solve customers' repair issues while creating sales opportunities and ensuring a positive customer experience. | 08 August 2006 |
| Buyers Sales Repair Yelp Reviews | How staff should solicit Yelp, Google, and Facebook reviews from customers and the incentive and commission policy associated with posted reviews. | 10 April 2021 |