Our New FAQS – https://graded-gem.helpscoutdocs.com/
GG Update – 22/04/2022
Hope everyone is well, please see below our latest update from the team here at GG.
Processing time –
Our processing time did unfortunately hit 6-7 weeks earlier this month due to a big increase in returns coming back from PSA, especially 2021 Express due to amount of submitters per order.
Now though I’m happy to report we’re back to the 4-5 weeks ( another batch of emails going out this evening).
If you are above 5 weeks and don’t have an email by tomorrow, please do email email@example.com stating your name and I will investigate this for you. Please do not email firstname.lastname@example.org with other queries, seen a big increase in this and realistically it is slowing the flow down.
Essentially the short term goal is to get this down to 3-4 weeks which is definitely achievable moving forward.
Obviously specials are a large concern to submitters, however I’m happy to report we have a few orders back ready to start sending emails. This will happen the week commencing the 2nd of May, the objective that week is to clear all specials we currently have in the office. The short answer as to why they don’t clear like normal orders is simply order allocation, the databases we hold aren’t great at assigning the same submission over multiple months. Therefore it’s likely we will ask submitters to provide their order numbers unlike usually when we pick up their orders automatically.
I really do apologise for the delays this has caused, alongside the pressure of processing time there just hasn’t been the time this month to really get these sorted properly, however even if PSA send us 1000 order back week commencing the 2nd of May, they will be my entire focus.
Returns @ emails
Please respond to your email with a very least your address, we need this to dispatch. Unfortunately some submitters pay remaining balance/ VCs and then expect dispatch but to be very clear we need a response to the email@example.com email before anything can be dispatched.
Our process –
To help contemplate what the process is the following steps are required to get your graded cards back to you;
FedEx Return box received from PSA
Orders logged in, checked & separated into individual submitters
Value Charges (if applied) assigned to submitters
Cards carefully packed up
Individual communication sent out to each submitter via returns@ with all final details outlined, correct postal address also requested.
Orders logged/account balances confirmed, any outstanding payments allocated then completed.
Postage arranged & package then dispatched to the submitter
I can confirm we date all packages returned to our office, we are working from the date received as this is the fairest way of doing so.
The rest of the update is still active on our site here – https://gradedgem.com/faqs/https://gradedgem.com/faqs/
Wish everyone well and hopefully you’ll get a returns@ email soon!
All the best,