Process Document: Responding to Store Item Availability Inquiries

Objective   : To ensure a consistent, informative, and brand-aligned response to customer queries regarding product availability at specific store locations, while setting the right expectations and maintaining the excitement of our unique shopping model.

Process Guidelines

1. Understand the Nature of the Inquiry

When a customer asks:

• Is this item available at [store]?”

• Where can I find this product?”

• Can you confirm stock in [location]?”

Do NOT confirm store stock directly—even if visible in internal systems. Inventory moves fast and cannot be guaranteed.

Standard Response for WhatsApp / Chat / Social Media   :   

At Brands For Less, we follow a unique treasure hunt shopping concept, which means our products are always changing and selling out fast. We do not reserve or hold stock in any specific store, and inventory moves quickly as our customers love finding great deals and limited pieces.

Because of this, we're unable to confirm the availability of specific items at a particular store. Even if a product is available at the time of inquiry, it may be sold out by the time you visit.

We kindly encourage you to visit your nearest Brands For Less store each visit is a new experience, and we're sure you'll find amazing items you'll love!

For Voice or In-Person Inquiries

We actually work on a treasure hunt model, so products change often and move fast. We don't reserve or guarantee stock in stores, but I highly recommend checking out your nearest Brands For Less store.  You'll definitely find something exciting!

If the Customer Insists on Item Availability 

If, despite the explanation, the customer still requests an availability check:

• Acknowledge their request politely

• Inform them that you will raise an internal availability request

• Clarify that it will take up to 2 hours to get back with information (depending on store coordination)

Sample Reply:

Since you're specifically requesting this item, I'll go ahead and raise a request to check its availability for you. We will get back to you within 2 hours.
Could you please share the item details (preferably the UPC code, product tag image, or a clear description) so we can assist accurately?

What to Collect for the Request

Always ensure the following information is collected to proceed:

• UPC code or item code (if visible on tag) (Mandatory)

• Clear photo of product tag or item (with the item code or UPC)  (Recommended)

• Product name or short description (Mandatory)

• Preferred store for checking availability (Mandatory)

Key Reminders

• The Treasure Hunt model is part of our brand identity. Use it to build curiosity and excitement.

• Manage expectations clearly and positively.

• Use the internal availability request only when the customer insists, not as the first step.

• Maintain professionalism and enthusiasm in every interaction.