Centuy Club Shirt Redemption

Question 1

When do Members receive a badge and a Century Club t-shirt?

Answer 1

When a Member completes 100 workouts within a discipline (e.g. 100 Cycling workouts, 100 Yoga workouts, 100 Tread, etc.)

Question 2

Our Member Century Club shirts are supplied and shipped from

Answer 2

Bamko

Question 3

Upon reaching the Century Club milestone, Members will receive

Answer 3

an email welcoming them to the Century Club.

Question 4

The Century Club email includes:

Answer 4

The steps for redeeming their shirt

A unique code to access the site

A ‘Get My Shirt’ button that leads them directly to https://pelotoncenturyclub.com when selected

Question 5

If a Member reaches out about not receiving their Century Club redemption email, suggest the Member checks their

Answer 5

spam folder before issuing a new code.

Question 6

When Members arrive at https://pelotoncenturyclub.com to place their Century Shirt order, they will click in the box titled

Answer 6

‘Enter Your Code Here’.

Question 7

To redeem their shirt, in the Century Shirt Email, Members should:

Answer 7

Click GET MY SHIRT button

Copy/paste the unique Century Club Code into the ENTER YOUR CENTURY CLUB CODE pop-up box

Click SUBMIT

Question 8

If the unique code has been used,

Answer 8

an error message displays.

Question 9

What Membership does a Member need in order to get a Century Club t-shirt?

Answer 9

All-Access Membership

Question 10

What are the 6 steps a Member needs to complete on the website to place an order for their Century Club t-shirt?

Answer 10

1. Selecting a Size

Next, the Members need to select their T-Shirt size from the “Select Size” drop-down list.

The shirts are unisex fit and the sizing chart can be viewed in inches or centimeters. See the sizing chart below.

Once the size is chosen, they will click ‘Add To Cart’.

2. Confirming Selection

Once the T-Shirt size has been added to the shopping cart, a confirmation window displays with the selection.

If everything is acceptable, Members click the button labeled “Proceed to Checkout”.

3. Entering Billing Address

Members need to provide their complete billing information in the “01 Billing Information”section.

The steps for an agent to enter address information are below, in the event that a Member is having trouble submitting the form.

Once the form is complete, click “Continue”.

All orders for Puerto Rico/US territories need to have agents send the following information to pelotoncenturyclub@bamko.net

Member's Full Name
Member's Full Address
Member's Full Email Address
Member's Phone Number
Size of shirt requested

4. Entering Shipping Address

The Shipping Address page automatically populates the billing address when selecting the “Same as billing” checkbox.

If the addresses are the same, Members simply click “Confirm” to proceed.

If Members wish to use an alternate shipping address, they can uncheck the “Same as billing” checkbox and enter complete shipping details in the “02 Shipping Information” section.

Click “Confirm” to proceed.

5. Order Summary

Members can confirm their order is correct on the “Order Summary” page.

There should be no charge for the shirt, shipping, or tax. The order total should equal to zero.

If everything looks correct, the Member clicks ‘Continue”.

6. Order Confirmation

Success!

The Member has now successfully ordered their Century Shirt.

Question 11

Side conversation (put two pieces of information)

Answer 11

 pelotonmerch@bamko.net (Do not share with the Member)

Question 12

How does an agent help track a Member’s Century Club t-shirt order?

Answer 12

1. If the Member has their order number and email address (used to place the order):

They can track their order at https://pelotoncenturyclub.com/

Select Track Your order in the bottom right-hand corner (beneath the redemption box)

Enter the order number and email address

2. If the Member just knows the email address used to place the order:

Agents may contact pelotoncenturyclub@bamko.net via Zendesk providing the email address and retrieve the order number and status.

3. If the Member did not receive an order confirmation email:

The order was likely not submitted successfully and the Member should try again.

Question 13

Does the Member receive a tracking number after they place an order for their Century Club t-shirt?

Answer 13

Yes, once an order is FULFILLED, the shipping tracking number is sent to the Member when the order leaves the warehouse.

Question 14

How does an agent look up a Member’s Century Club t-shirt code?

Answer 14

The code will be available to view through Zendesk in the Salesforce field on the right side of a ticket.

Question 15

How does an agent assist a Member who does not know their Century Club t-shirt code?

Answer 15

Agents will be able to access the Member’s code within Zendesk from the Salesforce field (app) on the right side app bar.

Question 16

How does an agent assist a Member that is having issues submitting their Century Club t-shirt order?

Answer 16

Sometimes the address is not accepted by the system and likely occurs because of zip code errors in parts of the US. Send the following information to pelotoncenturyclub@bamko.net:

Member's Full Name
Member's Full Address
Member's Email Address
Member's Phone Number
Size of shirt requested

Next:

1. Use “Bamko Century Shirt Tracking” macro in Zendesk.
2. The Zendesk conversation pops up. Be sure to complete all areas before sending the email.
3. Respond to the Member letting them know that you have contacted Bamko and that you will follow-up once you receive a response.

Note: If the order is going to Puerto Rico or another US territory, follow these same steps. Bamko will confirm receipt and send an order confirmation to the Member. These orders may take longer to fulfill.

Question 17

How does an agent assist a Member whose Century Club t-shirt was never delivered?

Answer 17

Reach out to pelotoncenturyclub@bamko.net to confirm the status of the order. If the order is missing, check to see whether Bamko can replace the order on behalf of the Member, if not, provide the Member a new code.

Question 18

How does an agent re-route a Member’s Century Club t-shirt shipment to a different address?

Answer 18

We do not currently have the ability to re-route a shipment. Reach out to pelotonmerch@bamko.net to cancel the existing order before providing the Member a new code to place another order.

Question 19

How does an agent help a Member who has a damaged Century Club t-shirt and they want a replacement?

Answer 19

Agents should use the Zendesk Macro “Apparel > Century Code Requests” to provide Members with a new code to access the Bamko site. Agents should use the Key Code Generator to create the needed codes.

Note: Always check the wording within a macro and adjust as needed to suit the situation.

Agents should tell the Member to keep the original order. We are not accepting returns.

Question 20

How does an agent process a Century Club t-shirt exchange request?

Answer 20

Agents should use the Zendesk Macro “Apparel > Century Code Requests” to provide Members with a new code to access the Bamko site. Agents should use the Key Code Generator to create the needed codes.

Note: Always check the wording within a macro and adjust as needed to suit the situation.

Agents should tell the Member to keep the original order. We are not accepting returns.

Question 21

What shipping partner will ship the Member’s Century Club t-shirt?

Answer 21

US = USPS First-Class Mail
UK = Varies (decided by Shipwire)
CA = Canada Post

Question 22

How long does it take for Century Club t-shirts to be delivered?

Answer 22

US = 3-5 business days
UK = 3-5 business days
CA = 5-7 business days

Question 23

Is there anything different between the US, UK, and CA Century Club t-shirt process?

Answer 23

No, just the delivery timing and shipping partner