[ { "org_id": "org_atlantica", "id": "kb-checkin", "title": "Checking in at an account", "section": "Visits", "roles": [ "rep" ], "audience": "internal", "version": 5, "confirmed_at": "2026-07-22", "status": "approved", "body": [ "Check in on the app before you walk in, not after you leave.", "Ask for the buyer by name. If they’re not there, don’t pitch to whoever is.", "Walk the floor before you open the case — see what’s selling and what’s sat there.", "Never leave without a next date in the diary." ], "keywords": [ "check in", "checkin", "arrive", "arriving", "visit", "account", "do first", "first", "buyer", "walk in", "front of house" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-visit-notes", "title": "What goes in a visit note", "section": "Visits", "roles": [ "rep", "office" ], "audience": "internal", "version": 3, "confirmed_at": "2026-06-18", "status": "approved", "body": [ "Account, who you saw, and what they actually said — in their words, not a summary.", "What they’re low on, even if they didn’t order it.", "Anything they complained about, however small.", "Write it the same day. A note written Friday about Tuesday is a guess." ], "keywords": [ "visit note", "note", "write up", "summary", "after the visit", "record", "log" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-draft-order", "title": "Turning a visit into a draft order", "section": "Orders", "roles": [ "rep", "office" ], "audience": "internal", "version": 4, "confirmed_at": "2026-07-02", "status": "approved", "body": [ "Raise the draft while you’re still in the car park — not that night.", "Sizes come from what they told you, never from last season’s split.", "Put the ship window on the draft before anyone sees a price.", "A draft is not an order. It goes nowhere until it’s approved." ], "keywords": [ "draft", "draft order", "write the order", "raise an order", "convert", "quote to order", "sizes", "size split" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-approve-order", "title": "Who approves an order before it’s sent", "section": "Orders", "roles": [ "rep", "office" ], "audience": "internal", "version": 3, "confirmed_at": "2026-05-11", "status": "approved", "body": [ "Anything under twenty thousand, the order desk approves.", "Over twenty thousand, or any first order from a new account, comes to Maria.", "A changed size split after approval is a new approval, not an edit.", "Nothing is sent to the buyer before it is approved. Nothing." ], "keywords": [ "approve", "approval", "sign off", "send the order", "who approves", "authorise" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-reorder-text", "title": "Reorders that come in by text", "section": "Orders", "roles": [ "rep", "office" ], "audience": "internal", "version": 2, "confirmed_at": "2026-01-27", "status": "needs-confirming", "body": [ "A text is a request, not an order. It gets raised as a draft like anything else.", "Read the sizes back to them before you raise it.", "If they say “same as last time”, say what last time was in the reply.", "Never take a reorder from anyone but the named buyer." ], "keywords": [ "reorder", "text", "whatsapp", "message", "repeat order", "same again", "quick order" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-tiers", "title": "Pricing tiers — who gets which", "section": "Pricing & terms", "roles": [ "rep", "office", "books" ], "audience": "internal", "version": 6, "confirmed_at": "2026-06-30", "status": "approved", "body": [ "Resorts and clubs sit on the resort tier. Gift shops and concept stores do not.", "A tier is set when the account opens and doesn’t move because someone asked nicely.", "Moving an account up a tier is Maria’s, and it needs a reason written down.", "Never quote a tier price to an account that isn’t on that tier — not even as an example." ], "keywords": [ "tier", "tiers", "pricing", "price", "wholesale", "resort", "boutique", "which tier", "rung" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-discounts", "title": "Discounts & what needs Maria", "section": "Pricing & terms", "roles": [ "rep", "office", "books" ], "audience": "internal", "version": 3, "confirmed_at": "2026-03-02", "status": "approved", "body": [ "The tier is the discount. There isn’t a second one on top of it.", "Freight can be thrown in on an order over twenty thousand — that’s the only lever a rep has.", "Anything past that is Maria’s, and she wants to hear it before the buyer does.", "Never discount to close in the room." ], "keywords": [ "discount", "discounts", "percent", "off", "reduction", "deal", "match", "beat" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-terms", "title": "Payment terms & freight", "section": "Pricing & terms", "roles": [ "office", "books" ], "audience": "internal", "version": 4, "confirmed_at": "2026-07-09", "status": "approved", "body": [ "Net 30 is the standard. Net 60 exists and is Maria’s to give.", "Freight is included on the resort tier and quoted separately on everything else.", "Terms live on the account, not on the order — if they differ, the account wins.", "A term agreed in a room and not written on the account did not happen." ], "keywords": [ "terms", "net 30", "payment terms", "freight", "shipping cost", "carriage", "pay" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-deposits", "title": "Deposits on a first order", "section": "Pricing & terms", "roles": [ "office", "books" ], "audience": "internal", "version": 2, "confirmed_at": "2025-10-08", "status": "needs-confirming", "body": [ "A new account pays half up front on its first order.", "The deposit covers the make, not the freight.", "No deposit, nothing goes into the run — however good the meeting was." ], "keywords": [ "deposit", "deposits", "first order", "new account", "up front", "prepay" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-invoicing", "title": "Invoicing & chasing", "section": "Pricing & terms", "roles": [ "books" ], "audience": "internal", "version": 5, "confirmed_at": "2026-07-09", "status": "approved", "body": [ "Invoice goes out the day the shipment leaves, not the day it lands.", "First reminder at fourteen days, second at twenty-one.", "A disputed line is held, not chased — that comes to Maria.", "Nothing goes to a collector without Maria saying so." ], "keywords": [ "invoice", "invoicing", "chase", "chasing", "reminder", "overdue", "disputed", "collector", "unpaid" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-ship-window", "title": "Ship windows & what we promise", "section": "Shipping", "roles": [ "rep", "office", "partner" ], "audience": "internal", "version": 7, "confirmed_at": "2026-07-28", "status": "approved", "body": [ "We promise the window on the batch, never a date.", "The window is the batch date plus ten working days to the island.", "If the batch moves, the account hears it from us the same day — not from the tracking.", "Never promise a window that isn’t on the batch board." ], "keywords": [ "ship", "ship window", "shipping", "delivery", "when will it arrive", "lead time", "batch", "run" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-short-batch", "title": "When a batch runs short", "section": "Shipping", "roles": [ "rep", "office" ], "audience": "internal", "version": 3, "confirmed_at": "2026-06-02", "status": "approved", "body": [ "Tell the account before they notice it on the packing list.", "Whoever ordered first gets the units — not whoever shouts loudest.", "Offer the next batch date, in writing, in the same message.", "Never split an account’s size run to make the numbers work." ], "keywords": [ "short", "shortfall", "runs short", "not enough", "allocation", "split the shipment", "backorder", "partial" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-returns", "title": "Returns from a wholesale account", "section": "Shipping", "roles": [ "office", "books", "partner" ], "audience": "internal", "version": 4, "confirmed_at": "2026-04-16", "status": "approved", "body": [ "A mispick or a transit damage goes back at our cost, and we don’t argue about it.", "Anything else needs Maria before a label is sent.", "Photograph the carton and the piece before it moves.", "A return is not a credit. The credit is a separate decision." ], "keywords": [ "return", "returns", "send back", "wrong item", "mispick", "damaged in transit", "rma" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-quality", "title": "Quality claims — what’s covered", "section": "Quality", "roles": [ "rep", "office", "customer", "partner" ], "audience": "public", "version": 3, "confirmed_at": "2026-02-06", "status": "approved", "body": [ "A seam or a stitch that fails inside a year is ours — replaced, not repaired.", "Colour fade from sun or chlorine is not a fault; it’s in the care label.", "Shrinkage over one size after a cold wash is ours.", "What’s covered is a rule. What someone bought and when is a record — look it up, never guess it." ], "keywords": [ "quality", "covered", "warranty", "guarantee", "fault", "faulty", "stitching", "come away", "coming apart", "shoulder", "unstitched", "split seam", "seam", "colour", "fade", "shrink", "defect", "replaced" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-fault-evidence", "title": "Reporting a fault — what to send", "section": "Quality", "roles": [ "rep", "office", "customer", "partner" ], "audience": "public", "version": 2, "confirmed_at": "2026-03-18", "status": "approved", "body": [ "Photograph the piece flat, in daylight, with the fault in frame — not a close-up on its own, we need to see where on the garment it sits.", "Send the lot ticket sewn inside the side pocket. Without it we are guessing which run it came from.", "Say what happened before it failed: worn, washed, still in the box. It changes nothing about what is covered — it tells the factory where to look.", "Keep the piece until you hear back. Nothing goes in the bin while a claim is open.", "This page is what to SEND. What is covered is its own page, and what happens next is the order desk's to tell you." ], "keywords": [ "report a fault", "what to send", "photo", "photos", "picture", "evidence", "lot ticket", "care label", "faulty piece", "how do i report" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-new-account", "title": "Opening a new wholesale account", "section": "Partners", "roles": [ "rep", "office", "books", "partner" ], "audience": "public", "version": 3, "confirmed_at": "2026-05-21", "status": "approved", "body": [ "A shop becomes an account when Maria has met them or walked the floor herself. A rep can start it; she finishes it.", "Take the trading name, the tax number, the delivery address and the person who actually signs off orders — that last one is the one people forget.", "First order is on deposit terms until three orders have been paid on time. That is not a judgement of anybody; it is the same for everyone.", "Set the tier at opening. Moving somebody up later is easy and moving them down is not, so start where the volume actually is.", "Send the lookbook and the current ship windows the same day. An account that waits a week for a lookbook has already met somebody else's rep." ], "keywords": [ "new account", "open an account", "new stockist", "new boutique", "sign up a shop", "first order", "trading terms", "onboard" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-samples", "title": "Sample requests", "section": "Samples", "roles": [ "rep", "office" ], "audience": "internal", "version": 2, "confirmed_at": "2026-06-12", "status": "approved", "body": [ "Samples go to a named buyer at a named account, never to a person.", "Two pieces per account per season, and they’re logged like an order.", "A sample that isn’t logged is stock that walked.", "Anything past two is Maria’s call." ], "keywords": [ "sample", "samples", "sample request", "send one", "try it", "showroom piece", "sales sample" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-partner-ordering", "title": "How an account orders for itself", "section": "Partners", "roles": [ "office", "partner" ], "audience": "public", "version": 2, "confirmed_at": "2026-04-09", "status": "approved", "body": [ "Send the reorder in here and it lands on the order desk the same hour.", "Piece, colourway, sizes and the ship window you need — all four.", "Anything sent after 4pm island time is next working day.", "Your rep sees it too, so you never have to send it twice." ], "keywords": [ "order yourself", "place an order", "portal", "reorder ourselves", "account login", "self serve", "how do we order" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-stock-check", "title": "Checking stock before you promise it", "section": "Systems", "roles": [ "rep", "office" ], "audience": "internal", "version": 4, "confirmed_at": "2026-07-15", "status": "approved", "body": [ "Check on hand AND reserved. On hand alone has sold pieces in it.", "A number older than an hour is not a number — refresh it.", "Reserve it as you promise it, in the same minute.", "If it isn’t reserved, you didn’t promise it — you hoped." ], "keywords": [ "stock", "on hand", "availability", "available", "check stock", "how many", "units", "reserved", "inventory" ], "covers": [] }, { "org_id": "org_atlantica", "id": "kb-conditional", "title": "What “conditional” means on a piece", "section": "Systems", "roles": [ "rep", "office" ], "audience": "internal", "version": 2, "confirmed_at": "2026-05-30", "status": "approved", "body": [ "Available means you can sell it today.", "Restock means it’s coming and the batch date is the promise, not the piece.", "Conditional means it only runs if the season’s minimum is hit — so you may show it, you may not promise it.", "If you’ve shown a conditional piece, say the word “conditional” out loud in the room." ], "keywords": [ "conditional", "restock", "status", "available", "discontinued", "what does conditional mean", "piece status" ], "covers": [] } ]