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Procedures Manual

NEW: Lay-bys on Shopify POS

Setting up a Lay-by in-store is now even easier, you can use the Shopify POS on the iPad like any other regular purchase instore with only a few small differences and steps. (This means we now have accurate sales numbers in Shopify as well as a record of the customers' purchase history though Shopify also.)

Setting up a Lay-by 

  1. Add the items to the cart as normal making sure sizes and colours are correct.
  2. Add the customer to the cart as normal by searching their name, if they are not in our system you will need to add them (get their name, email and phone number).
  3. In the top left corner of the cart there are 3 dots, Click this and a menu will open. Click 'Add note' and type: Layby *Store Location*.
  4. Select the 3 dots again and click the switch on 'Mark as fulfilled' to be white so it makes the cart unfulfilled (just like online orders) 
  5. As usual, calculate the deposit amount of the 20% of the total and charge the customer that amount, you can round up or down slightly to make it a "clean" number (as normal when paying by card process the payment on Eftpos or Square)
  6. Click 'Charge' at the bottom of the screen and select the payment type (external terminal or cash etc) once you have selected the payment type you can edit the price to be the deposit amount paid by clicking into the white box and backspacing the total and typing in the amount paid.
  7. Now click the Charge Button and it will process the payment to the order, the screen will tell you the amount you have added and the balance remaining at the top. There are two options at the bottom of the screen 'Mark as partial' and 'Add Payment'. Select 'Mark as partial' to finalise the order and confirm it on the payment incomplete notification.  You can now print the customer's receipt and email it to them if they wish. You will have a copy of our layby terms and conditions printed that you can give the customer along with their receipt.
  8. Print off an extra receipt for you to keep with the items on layby and store them in the allocated location in your store. Make sure the items are packed away tidily.

Contact Deb to inform her of the Lay-by instore so it doesn't get shipped accidentally.

Once the customer has gone you can go onto the computer and go into Shopify, search the order and make sure the location is set to the correct store (if not change it to your location by clicking on the location and selecting 'change location'). 

Look up the order in Trade Gecko and then click 'edit order' and write in the 'Reference' section Layby *store location* and then scroll down to the bottom of the order and in the 'Tag section add layby to tag it as a layby then save the changes. (Deb or Kenya will do this for Albury until they are set up with Trade Gecko in-store)

ALL DONE!

 

Adding a Lay-by Payment 

  1. In the Orders tab on the POS search for the customers' order by clicking on the magnifying glass and looking up their name. Select their order and it will show you their order information on the left side of the screen.
  2. Scroll down their order till you see 'Add Payment' you can then add in the payment as you did originally if it is a partial payment or fulfil the whole payment if it is the final instalment. In either case, print a copy of the receipt for the customer and email it to them if they would like a digital copy.

 

Picking up a Lay-by

  1.  Once the final payment is made you can get the items from the allocated storage location (they should already be folded and wrapped up neatly ready to go)
  2. You will need to go onto the Computer in Shopify and look up the customer's order (you will have a copy of their receipt stored with their purchase so it will be easy to lookup) and fulfil the order by clicking 'Mark as fulfilled' (make sure the location is correct) 

The order is now fully processed so is ready to go! All Done

 

 

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Kenya Quin
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Barcoding (updated 22 July 2019)

Printing Barcodes

To print barcodes using the Shopify App you must be using the CHROME browser - not SAFARI. You must also be logged into Shopify on a laptop - not the ipad.

Open Shopify, go to the products tab then search for and select the item(s) you wish to print barcodes for by ticking the box beside the item. Then click the ‘Actions’ button and select ‘Print barcode labels’. 

This will open up a screen with the items you have selected shown. 

Select the barcode size (e.g. it is large for the ES garment tags).  Using the arrow beside the product, select the number of barcodes you require for each variant.

Click the print button and then select the DYMO Label printer.  The paper size which corresponds to our large labels is 30252 (Large Address).

Assigning barcodes to new products

To assign barcodes to new products in Shopify go to the ‘Products’ section and click ‘More actions’  and then ‘Create barcodes for all products’.

IMPORTANT: Make sure that ‘Create barcodes only for products or variants that don’t have barcodes yet’ is selected as this will create barcodes for only new products. Do not replace the existing barcodes as this will mean we have to reprint every single barcode for each product again.

 

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Kenya Quin
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Setting up a New Product in Trade Gecko

From time to time new products will need to be added to Trade Gecko. This may be a new Purchase 3rd Party item or a new Style added to the range. New Garments will not need to be added by store staff, they will already be in the system before arriving at the store.

New 3rd Party stock will need to be added when new items are purchased by following these instructions.

  1. In Trade Gecko on the left-hand side menu click ‘Inventory’ then ‘Create New’ then ‘New Purchased Product’
  2. Fill in all of the details on the page.
  3. Make sure the location is set to the correct place.
  4. Once you have reviewed that all the details are correct you can click ‘Create Product’ at the bottom of the page

This will need to be published to Shopify to show up on our website or POS.

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Kenya Quin
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Store Standards

Eva’s Sunday store presentation is of a high standard in keeping with the price point and quality of our garments. This should be maintained throughout the day.

 

Hanging Stock

  • All garments are to be evenly spaced on the hangers, in size order, with the front of the garment facing the door.
  • Waist ties are not to be tied around the garments. Instead, have any ties neatly folded over the hanger.
  • When hanging up bottoms, clip them onto the hanger evenly with the centre of the garment in the centre of the hanger.
  • Any buttons on a garment are to be done up.


On a daily basis:

Vacuum the store, this can be at the beginning or end of day.

Polish glass surfaced (mirrors and jewellery cases)

Tidy racks and merchandising throughout the day

 

On a weekly basis:

Vacuum the stockroom and kitchen areas

Stock replenishment and ironing


 

Things to do when the store is quiet

  • Tidy the counter drawers
  • Inspect all hanging garments to ensure it has a barcode and security tags on them (Security tags at Fitzroy only)
  • Jump onto our website and take a look - we can never have enough eyes across this. Check that the fibre content is listed correctly if all styles are listed in the corresponding category etc. If you notice anything that needs changing - email Shannae or leave a note in the communication diary.
  • Clean the inside of our windows
  • Wipe down shelves and hard to reach places
  • Replenish stock
  • Vacuum under the rugs
  • Conceal all swing tags
  • Wipe down plants leaves (they breathe through their leave and so dust will slowly suffocate them)
  • Inspect products for missing barcodes and print them out
  • Sew on buttons that have fallen off
  • Cut off loose threads on hanging stock
  • Check hanging stock for makeup stains (you might be able to clean this off with a baby wipe, if stain can’t be removed, put the garment into the stockroom to be washed.
  • Jump onto the Shopify website and take a look at their Blog - there is a lot of great resources.

 

Faulty Stock

Small things like button and makeup marks on garments should be repaired at your location. Transfer any garments needing to be cleaned to the ‘Laundry’ location so they cannot be sold online while in need of cleaning. If you have stock that is faulty and in need of being repaired contact Kenya Quin to assess the fault. You will need to do a stock transfer of the stock from your location to the ‘Repairs’ location with a note on what needs to be repaired. After contacting Kenya she will advise you on where to send the item (either to her at Hawthorn or to Myrtleford).


Third Party Products

You will need to familiarise yourself with the 3rd party labels in your store. These are the shoes, bags, scarfs, jewellery and other non Eva’s Sunday items in store. Learn about the label so you can adequately inform customers about them e.g. where they are made. Also, make sure you know if they have any special packaging and if so where that packaging is located.

Make sure if any items sell they are replenished if there are replacements out the back or that the is made presentable and tidy by remerchandising it if it looks untidy or empty.

 

Replenishing stock

Replenishment of stock should be done at least once a week or as often as possible.

Make note of any styles are that don't have at least two sizes represented. (room on racks permitted)

Check the hanging racks in the stock room - items for stock replenishment are often placed there.

Take a look at the website and check if there are any styles that are not out on the floor at all - these may either be sold out in your location or are in the stockroom needing to be put on the floor.

Iron all stock to be replenished and place onto the racks.


The Stockroom

While the stockroom is not seen by our customers - keeping this space clean and organised is imperative as it ensures that garments can be found with ease.

Each store has a different place for their stock so take note where everything goes at your location.

Hanging racks are not a place to keep stock for long periods of time as factors like dust and sunlight will cause damage to the garments. (relevant at Hawthorn and Fitzroy Only, Beechworth stock is stored hanging due to lack of space in the storeroom)

Hanging space is to be used for customer holds (please note that unless a garment is being held for an online exchange, holds (should last no more than 24hrs), garments to be repaired and garments for stock replenishment. All other garments should be put into plastic and put away in the shelving.

All the garments in the shelving are to be folded neatly and places in a sealable plastic bag. Each bag will have a label on it making note of the style name, fabric and size. Place each packaged garment into the designated area on the shelving with the label to the front so that it easily identified.

Do not place any garments back onto the shelving without a labelled bag - if you do not have enough time, hang the garment up in the designated hanging space.

The stockroom is to be vacuumed once a week.

 

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Kenya Quin
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Receiving Stock Deliveries

 

  1. Print off stock transfer if not included with the package
  2. Open one box at a time and tick off the numbers against the transfer sheet and label all swing tags (barcodes may already be provided or on the swings already, make sure the tag is the correct size colour and style)
  3. After you have counted the box - remove styles to be ironed and merchandised onto the floor.
  4. For any garments that are in the plastic, package and label these ready for the stockroom
  5. Repeat for all the boxes
  6. Accept the stock into the system. Make any changes to the stock transfer that might be needed before receiving it by clicking edit. It is very important that this is accurate.
  7. Based on the numbers that have been received into the system print out barcodes for the swing tags if there are any missing or wrong.
  8. Iron stock for the floor
  9. Put away stock in the stock room. You may have to make room for new styles. 

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Kenya Quin
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Creating Stock Adjustment

Stock adjustments will need to be created in the case of stock levels being incorrect.

  1. In Trade Gecko on the left-hand side menu click ‘Stock Control’
  2. Select ‘Stock Adjustments’ and then ‘Create New’ and ‘New Stock Adjustment’
  3. Select the stock location and the reason for the adjustment (e.g. Stocktake)
  4. Search the style you are after making sure the size an colour are correct. Also, make sure the amount changed is correct (e.g. -1 if it is being removed)
  5. Add in any notes necessary and then press ‘Create’ this will finalise the stock adjustment. (Stock Adjustments do not need to be received into the location but Stock Transfers do)

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Kenya Quin
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Procedure for Rolling Stocktake

To ensure that our stock levels are correctly listed in Tradegecko, we perform a rolling stocktake on a select number of styles each week, Deb will inform you of the styles to be counted. It is very important that when submitting a stocktake that it is accurate. The best way to do this is by:

    1. In Trade Gecko on the left-hand side menu click ‘Intelligence’
    2. Select the ‘Inventory Reports’ tab then click the box titled ‘Location’
    3. Type in your store location and search the styles you are wanting to stocktake in the Product box individually. Make sure to select the box titled ’Exclude out-of-stock products’ and then Update the report.
    4. this will bring up the stock that is in the system at your location. Press the download ‘CSV’ file button that will download an excel spreadsheet that has the stock in it.
    5. Repeat for other styles and open the downloaded excel files.
    6. Cut and paste the information to be in one document, you can delete the information on SKU, Total Items and Total Value as they are not needed.
    7. Stretch the rows so you can read the style names and sizes then print the file. (You may need to change the printing margin size and page orientation to landscape to print the file in your printer settings)
    8. Count stock in all locations: On the floor; Hanging in the window or on the mannequins; Lay-bys; Hanging in the stockroom; stock on the shelves. (Remember to count SMS stock separately if there are any). 
    9. Tally the numbers onto your sheet. (the easiest way is to use a different coloured pen to tally the stock on the floor to the stockroom so if you need to you can easily double check your numbers)
    10. If any stock levels are wrong, create a stock adjustment to accurately rectify the new numbers 

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Kenya Quin
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Stock Transfers

Creating a Stock Transfer

Stock transfers need to be created when you swap or take stock between the stores or Warehouse. A customer may want to come to try on an item that is not available in-store so you can order it in for them as an example or they will be created for stock replenishment.

 To create a stock transfer follow these instructions:

  1. In Trade Gecko select the ‘Stock Control’ tab and then the ‘Stock Transfers’ tab.
  2. Click on ‘New Stock Transfer’ and this will open up a new transfer form
  3. Fill in the details of the location the stock is coming from and the location it is going to.
  4. Search the styles for transfer making sure the size and colour are correct. You will be able to see how much stock your location and the location the transfer is coming from have available while editing.
  5. Add any note necessary (e.g. for the customer to try on) and then save the transfer.
  6. Let the location that the transfer will be coming from know so they can send it to you.

If the transfer is for stock replenishment at the store make sure when possible that the styles are separated out into Tops, Bottoms, Dresses, Jackets etc to make it easier for the staff at the Warehouse to pack up the transfer. An easy way to check what you need to replenish is by using your POS and Clicking the ( i ) information button to see what sizes you are needing to top up in the store, some items may be sold out at the warehouse so cannot be replenished. The transfer list will also inform you of the numbers available in your location and at the Warehouse while editing it. 

Make sure you check your stock levels regularly and try not to overstock on items to make sure your stock room is kept tidy and isn't overflowing with one particular size or style. Stock replenishment should be done about once a fortnight or as frequently as needed. For the Central Melbourne Stores if possible time the transfer with Nic travelling between the Warehouse and Hawthorn to save on shipping costs, confirm with her or Deb if this will be possible.

 

Accepting a Stock Transfer

When you receive a stock transfer to your location check that all stock received are correct. if it is you can receive the transfer into your location, if not then make any necessary changes, save and then receive it to your location.

If the stock is coming from Myrtleford check if it has been barcoded or barcodes have been included, if not you will need to print barcodes for the items.

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Kenya Quin
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Completing Online Orders

Our online orders are fulfilled by our three stores as well as the Myrtleford Studio. These should be checked regularly throughout the day and completed as soon as possible. Deb will often notify you if she has pushed online orders to the stores to be shipped.

  1. Open up Trade Gecko on the store Laptop and select ‘sales orders’ on the Left-hand menu.
  2. At the top of the sales orders page, there are a number of tabs. Select the tab that corresponds to your location this will say *location* online orders to ship’
  3. Click on the order and print out two copies of the sales order (one for the customer, one for store record)
  4. Gather the stock to be sent and remove any security tags or plastic packaging. Make sure the colour and size are correct and that there are no faults in the garments.
  5. Fold up the garments tidily and wrap in tissue. Include in an envelope one of the sales orders, a copy of the returns policy and a postcard (preferably with a handwritten note to the customer on the back).
  6. Put the package in a post bag with the supplied customer details for the shipping address.
  7. Put a copy of the Tracking number on your sales order to file away as a reference with your name and the date sent written on it.
  8. Once the order is packed up go to the ‘Shipments’ box and select ‘pack all’
  9. Select the shipment (e.g. Shipment #1) and the ‘Edit’ button on the order to add in the shipping details of Courier, Australia Post and then typing in the tracking number (don't put in spaces for the tracking number).
  10. Once this is done you can select ‘Ship' or 'Ship All’

All Done!

 

Split Shipments

Split Shipments are done mostly the same, you will be notified by Deb the dispatch coordinator if you have a split shipment to send from your location. Follow similar steps above but apply these small changes: instead of selecting ‘Pack All’ and ‘Ship All’ you will need to select your assigned shipment as the order will already be packed in the system (e.g.. Shipment #2). Instead of the Sales Order print two copies of the Packing Slip so it shows the items that you are shipping form your location. To ship the items click the downwards arrow and ship the order individually from that menu or click the shipment and press 'Ship' in the top left corner of the screen.

Any questions regarding shipping contact Deb Magnabosco at Myrtleford on 03 5751 1592

 

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Kenya Quin
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Using AfterPay In Store

If a customer wants to use AfterPay in store we cannot put this through the POS, use the mini iPad to do an online purchase with the customer. (The customer can put the online sale through on their personal phone instead of our iPad if they prefer.)

Open up a Private Browser window by clicking the to overlapping boxes in the top right corner to open a new window then click ‘Private’ and then  ‘+’  (this means none of the customer's details will be saved). Search the ES website then add in the items they are purchasing to the cart, use the code ‘shipfreefromstore’ to remove the shipping costs if the purchase is under $300.

The customer will need to fill out their details as a normal online purchase and fill in their AfterPay details at the payment section of checkout. Add into the notes section of the purchase that it is an in-store AfterPay purchase.

Once the order is complete open up the computer and go into Trade Gecko, search the customer's name. Edit the order to change the shipping location to the store you are located then once the new location is saved correctly ‘Pack all’ and ‘Ship All’ it does not get shipped out by the warehouse.

 

Contact Deb Magnabosco at Myrtleford on 03 5751 1592 or Email her on Weekends with the customer name and order number and let her know the order was fulfilled in-store via AfterPay to confirm it will not be sent twice.

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Kenya Quin
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Laybys

Our Lay-by policy:

  • The lay-by period is for a maximum of six weeks.
  • A deposit of 20% of the total purchase value must be paid upon commencement of the transaction.
  • The minimum lay-by sale is $100.
  • The cancellation charge on a lay-by is 20% of the total purchase price.
  • There are no returns or exchanges on lay-by items with the exception of faulty goods.
  • The customer or the store has the right to cancel a lay-by.
  • If the customer cancels the lay-by within three weeks they have the right to a refund of the payments made, less the cancellation charge.
  • If the store cancels the lay-by within three weeks the customer will be given seven days notice and will be entitled to a full refund of all payments made.
  • Customers will be contacted for all lay-bys that are not completed by the due date. After the due date the lay-by will be cancelled and the customer will be given a refund for their payments made, less the cancellation charge of the 20% deposit.
  • The cancellation charge is applied to compensate the retailer's selling, storage and administration costs.
  • Any items placed on lay by cannot be altered until the lay by has been paid in full.
  • No part of the lay by can be collected by the customer until the lay by has been paid for in full.

 

Setting up a Lay-by 

Note:  Lay-by information is handwritten on the lay-by sheets, and once the customer has left the store the information collected can then be put into Trade Gecko.

 

While the customer is in store:

  1. Fill out the lay-by form - this can be found at the front of the Lay-bys folder behind the counter or designated spot in the store.
  2. On the lay-by sheet take down the customers details, name, address, phone, email, what they have purchased, and what payment they have made and how they have paid it.
  3. Process the deposit via the eftpos machine or take the cash (this does not go through the POS, press NO SALE to open the till and place the cash in the till)
  4. Tell the customer you will email them with a copy of the receipt (this is done after creating the lay-by in the TradeGecko system) If payment is via eftpos you can give the customer the ‘customer copy’ of the transaction. If cash this will be written on the layby sheet. 


After the customer has left:

  1. Open up Trade Gecko and select the ‘Sales Order’ tab on the left-hand side of the page.
  2. Up in the top right-hand corner of the page, you will find a ‘new sales order’ button - click it. This will bring you to a new sales order page.
  3. If the customer is not in our system already, you will need to ‘create new customer’ - clicking this button will bring up a form for you to fill in (use the information provided by the customer on the lay-by form)
  4. Make sure the location is set to the correct store, the price is listed as ‘Retail’ and the totals are set as ‘ Tax Inclusive’. The sale will need to be assigned to ‘ES Retail Store’. In the Reference section note : *Store Location* Lay-by.
  5. Search the style name to add it to the order. Make sure the colour and size are correct as this will affect stock levels if it is wrong.
  6. Tag the order as ‘LAYBY” at the bottom of the screen.
  7. Once you have reviewed all the information and pricing is correct press ‘CREATE’ at the bottom of the screen.
  8. After the order is created you will need to ‘Finalise the order in the top right corner (before you do this you can recheck all the details are correct as it cannot be changed after this)
  9. Finally, you will need to select ‘Invoice’ on the order so you can add in payments. (instructions on adding payments below)


Paying a Lay-by

  1. To add a payment to a Lay-by purchase you will need to select the downward arrow in the invoices box.
  2. A drop-down menu will appear and under ‘Workflow’ you will need to select ‘Pay’
  3. A new box will appear titled ‘Create Payment’ you will need to fill out the details of payment type (card or cash etc), amount (paid on the day), date paid (will automatically fill in) and then a reference (for the deposit say *store location* deposit, future payments just say the store location it was paid). Once the details are filled in click ‘create payment’.

 

Picking up a Lay-by

Once a Lay-by is fully paid off the customer can collect the order. Package it up as an online order in Trade Gecko by ‘ Packing’ the order and then selecting ‘Ship All’. (more information on packing an order through Trade Gecko)

 

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Kenya Quin
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Store Procedures, Returns and Repairs

Greeting customers

At Eva’s Sunday, we pride ourselves on friendly and helpful customer service. Make sure to acknowledge a customers presence in the store so they know you are there to help if they wish. Some customers will want lots of assistance and others will not, you will be able to judge this. Since we do not carry all sizes on the floor let them know we can find another size for them if we have it available. If it is not in store you can look up on Trade Gecko the inventory and where it is to order in for the customer if they would like it (can be sent to store for pick up or purchased and sent to their address, shipping applies under $300).

 

Holds In-store

The 'CUSTOMER HOLDS' location is where all stores can transfer items that are on hold for a customer to make sure it doesn't sell online.
Please be aware of the fact that we will hold stock for customers for a maximum of 12 hours during a sale and 24 hours ordinarily.  Exceptions are allowed but the general rule needs to be that holding periods are limited because they prevent sales instore and online. If you personally transfer something into the location you will be responsible for transferring it out again in the required time frame. Make sure that you do not sell from the holding location but instead transfer the stock back to your store location. 

Any items put on hold that aren't transferred to the 'Customer Holds' location may sell online since orders are sometimes fulfilled by stores, we cannot guarantee a hold if we are low in stock so let the customer know the hold is only for in-store (If it is the last item in stock and sells online it will go to the online purchaser).

Hold items are kept hanging out the back in the storeroom in a designated area at each store and need to be labelled with the customer name and contact number or any necessary details if it for stock transfer, exchange or refund.

Returns

Customer returns happen from time to time, online returns are coordinated by Deb trough customer care but some customers may come instore to process the return. Follow these steps to process an exchange through the POS instore.

 

Faulty Stock and Repairs

Small things like button and makeup marks on garments should be repaired at your location.

Transfer any garments in store needing to be cleaned to the ‘Laundry’ location so they cannot be sold online while in need of cleaning (make sure you accept the stock transfer). Once cleaned don't forget to transfer back to your location.

Store Repairs

If you have stock that is faulty that you cannot fix in-store and in need of being repaired contact Kenya to assess the fault. You will need to do a stock transfer of the stock from your location to the ‘Repairs’ location with a note on what needs to be repaired (make sure you accept the stock transfer). After contacting Kenya she will advise you on where to send the item (either to her at Hawthorn or to Myrtleford). You will have a form that you can fill out with the repair details.

 

Customer Repairs

For faults returned by customers from orders, you will not need to create a stock transfer if we are repairing then returning the item to the customer unless they have returned the item to us. Please contact either Kenya or Deb to confirm what can be done to remedy the situation. You will have a form to fill out in-store if a customer brings in an item for repair. You will need to note their name, contact details and what is in need of repair.

 

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