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Transcript

Quality Control

May 2022

Agenda

  1. Overall presentation
  2. Relisting
  3. Returns
  4. Teams
  5. Dive into QC steps
  6. Career path

Quality is passed - workflow

Items are processed in one of our 4 hubs, depending on the seller's country

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2

3

4

Reception

100% flow

Check matching item
Stick the VC tag

Authentication

75% of the flow

High risk brands

Quality control

100% flow

Check material, color, condition, modifications
Clean & refurbishment

Shipping

83% flow

Pack the item
Ship to buyer or returns to seller

Quality is failed - workflow

17% of the flow is not compliant when arrives at quality control

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2

3

4

Quality control

100% flowCheck material, color, condition, modifications

Clean & refurbishment

QC report

17% of the flow

Stains, Pulled thread, discoloration, wrong size
broken

72h Storage

70% flow is OK

25% is KO
5% is not answered

Shipping

60% flow is OK

Ship to buyer
30% is KO : relist or return to seller

Returns at VC

Returns are allowd with no reason for pro seller, or doubt on authenticity. Returns for quality are allowed by the CS, based on pictures

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2

3

Contact CS

Review in hub

Authentication

Quality control
Pics & description check

Accepted to be relisted on VC

Refused to be relisted on buyer's account

Returns for change of mind

Returns for doubt
Return for quality
issue

Relist

Relist an item

Relist is the last step of quality: relist from KO QC report or returns validated

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2

3

Failed compliancy

Relist

Writing description

Modify condition
Pictures modification

Storage

Waiting for a new buyer

Quality control failed

Returns validated

Teams

Quality controllers

9

Returns & Relists

5

Team leaders

(US,HK,UK,FR x2)

+30

QC steps

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2

3

Check pictures

Check item details & characteristics as brand, category,material, color

Check condition, measurments and if refurbishment is needed

QC steps

QC Levels & Performance

Quality controller advanced

Quality controller senior

Quality controller expert

Quality controller administrator

Quality controller associate

Prod

Leadtime

Quality (returns)

Quality (picking)

To maintain the level of our expertise and our trainings, we have created our internal school : the Vestiaire Academy.


Vestiaire Academy is composed of ~ 50 documents (including methodology, tips, videos and evaluations by category and conditions) with permanent update.

The training plan for each quality controller consists of :
  • Initial training with 5 days of e-learning on theory.
  • One to two weeks shadowing a quality senior (depending on technical skills) :
  • Level 1 : textile & shoes
  • Level 2 (after 1 to 2 months practice): bags
  • Level 3 (after 1 year & technical test): jewellery & watches

Continuous training every 3 month on :
material & new brands sold on VC
refresh and update on specific category if needed

Our internal academy & training plan

THANK YOU!

Any question?