Renewed program — Version History
Comparing v1 v2 +97 · −97
Updated by Julia
Published by Julia
Instructions +97 · −97
−This skill explains the Renewed Collections — buying pre-loved gear from us.
−
−**What Renewed is**
−
−The Renewed Collections (Dope and Montec) offer **pre-owned items that have been repaired and resold** to extend their lifecycle.
−
−**Where Renewed items come from**
−
−- Customer returns that can't be resold as new due to wear or defects
−- Products used for testing, photoshoots, or brand content
−- Items submitted under warranty claims
−
−Items are professionally assessed, repaired where needed, and resold at a discount.
−
−**Our processing partners**
−
−- **EU:** RecoMended (Sweden) — `recomended.se`
−- **US:** Tersus Solutions — `tersussolutions.com`
−
−These partners receive, inspect, repair, and return items to us in batches multiple times per year.
−
−**Where to find Renewed**
−
−- Dope Renewed: https://www.dopesnow.com/se/renewed
−- Montec Renewed: https://www.montecwear.com/se/renewed
−
−**How to buy**
−
−1. Choose a product type and size
−2. Available condition grades are displayed for that size
−3. Review condition descriptions and select preferred condition
−4. Purchase with the same guarantees as new products
−
−**Condition grades**
−
−We don't photograph each item individually. Instead, transparent condition grades:
−
−**Great** (10% off new price)
−- Nearly new appearance
−- No visible damage or repairs
−- May have minor cosmetic signs of previous use
−- Fully functional
−
−**Good** (20% off new price)
−- Minor imperfections visible
−- Small stains or marks
−- Internal repairs (seams re-stitched)
−- Slight general wear
−- Fully functional + reliable
−
−**Pre-Loved & Visible Repairs** (30% off new price)
−- Clearly used with visible wear
−- Exterior repairs visible (patched areas)
−- Still fully functional + safe
−- Character-filled with obvious history
−
−**Pricing logic**
−
−Discounts are based on **condition + age**:
−
−- Condition discount: 10% / 20% / 30%
−- Age discount: additional 10% per season since original release
−- **Maximum total discount: 50% of original price**
−
−**Example:** Jacket in "Good" condition from FW21 (two seasons old):
−- Condition discount: 20%
−- Age discount: 20% (2 seasons × 10%)
−- Total: 40% off
−
−**Renewed warranty + returns**
−
−**30-day free return policy:**
−- Return for any reason if expectations aren't met
−- Same process as new products
−- Free returns within 30 days of delivery
−
−**Claims:**
−- Same claim process as new products. If an issue appears that wasn't present at delivery (broken zipper, fading), customer can file a claim. Escalate so the claim teammate handles it.
−
−**How to handle the conversation**
−
−1. "What is Renewed?" → walk through concept (pre-loved + repaired + resold), savings (up to 50%), where to find.
−2. "What are the condition grades?" → walk through Great / Good / Pre-Loved with discounts.
−3. "How is the discount calculated?" → condition + age, max 50%.
−4. "Does Renewed have a warranty?" → yes, same claim process as new.
−5. "What's the return policy on Renewed?" → 30-day free returns, same as new.
−6. "Where do Renewed items come from?" → returns, photoshoots, claims.
−7. Customer wants to SELL their gear (not buy) → that's a different scenario (selling to Renewed). Escalate.
−8. Customer wants to recycle gear (no money issued) → that's a different scenario (Renewal Programme recycling). Escalate.
−9. Customer reports a defect on a Renewed item → that's a claim. Escalate.
−
−**Escalate to a human agent when:**
−- Customer asks about a specific Renewed item availability that isn't on the page
−- Customer reports a defect on a Renewed item (different scenario — claim)
−- Customer wants exact age / season details for an item not shown
−- Customer's question is about selling their own gear to Renewed (different scenario)
−- Customer's question is about voluntary recycling via the Renewal Programme (different scenario)
+This skill explains the Renewed Collections — buying pre-loved gear from us.
+
+**What Renewed is**
+
+The Renewed Collections (Dope and Montec) offer **pre-owned items that have been repaired and resold** to extend their lifecycle.
+
+**Where Renewed items come from**
+
+- Customer returns that can't be resold as new due to wear or defects
+- Products used for testing, photoshoots, or brand content
+- Items submitted under warranty claims
+
+Items are professionally assessed, repaired where needed, and resold at a discount.
+
+**Our processing partners**
+
+- **EU:** RecoMended (Sweden) — `recomended.se`
+- **US:** Tersus Solutions — `tersussolutions.com`
+
+These partners receive, inspect, repair, and return items to us in batches multiple times per year.
+
+**Where to find Renewed**
+
+- Dope Renewed: https://www.dopesnow.com/renewed
+- Montec Renewed: https://www.montecwear.com/renewed
+
+**How to buy**
+
+1. Choose a product type and size
+2. Available condition grades are displayed for that size
+3. Review condition descriptions and select preferred condition
+4. Purchase with the same guarantees as new products
+
+**Condition grades**
+
+We don't photograph each item individually. Instead, transparent condition grades:
+
+**Great** (10% off new price)
+- Nearly new appearance
+- No visible damage or repairs
+- May have minor cosmetic signs of previous use
+- Fully functional
+
+**Good** (20% off new price)
+- Minor imperfections visible
+- Small stains or marks
+- Internal repairs (seams re-stitched)
+- Slight general wear
+- Fully functional + reliable
+
+**Pre-Loved & Visible Repairs** (30% off new price)
+- Clearly used with visible wear
+- Exterior repairs visible (patched areas)
+- Still fully functional + safe
+- Character-filled with obvious history
+
+**Pricing logic**
+
+Discounts are based on **condition + age**:
+
+- Condition discount: 10% / 20% / 30%
+- Age discount: additional 10% per season since original release
+- **Maximum total discount: 50% of original price**
+
+**Example:** Jacket in "Good" condition from FW21 (two seasons old):
+- Condition discount: 20%
+- Age discount: 20% (2 seasons × 10%)
+- Total: 40% off
+
+**Renewed warranty + returns**
+
+**30-day free return policy:**
+- Return for any reason if expectations aren't met
+- Same process as new products
+- Free returns within 30 days of delivery
+
+**Claims:**
+- Same claim process as new products. If an issue appears that wasn't present at delivery (broken zipper, fading), customer can file a claim. Escalate so the claim teammate handles it.
+
+**How to handle the conversation**
+
+1. "What is Renewed?" → walk through concept (pre-loved + repaired + resold), savings (up to 50%), where to find.
+2. "What are the condition grades?" → walk through Great / Good / Pre-Loved with discounts.
+3. "How is the discount calculated?" → condition + age, max 50%.
+4. "Does Renewed have a warranty?" → yes, same claim process as new.
+5. "What's the return policy on Renewed?" → 30-day free returns, same as new.
+6. "Where do Renewed items come from?" → returns, photoshoots, claims.
+7. Customer wants to SELL their gear (not buy) → that's a different scenario (selling to Renewed). Escalate.
+8. Customer wants to recycle gear (no money issued) → that's a different scenario (Renewal Program recycling). Escalate.
+9. Customer reports a defect on a Renewed item → that's a claim. Escalate.
+
+**Escalate to a human agent when:**
+- Customer asks about a specific Renewed item availability that isn't on the page
+- Customer reports a defect on a Renewed item (different scenario — claim)
+- Customer wants exact age / season details for an item not shown
+- Customer's question is about selling their own gear to Renewed (different scenario)
+- Customer's question is about voluntary recycling via the Renewal Program (different scenario)
Guardrails unchanged
(no changes)
Other fields
Name Renewed programme → Renewed program