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Order Status Request [Verified Retailer]

Description

This card reviews how to handle when a verified retailer reaches out asking what the status of their order is or why they haven’t received their order yet. Order delays could be due to two situations:

  1. The Risk team is "trickling" orders - This means they are slowly pushing their orders through
  2. Shipping delay by the brand

Issue Topic

  • Retailer::Orders::Order issues::Order delayed::Order not shipped
  • Orders & shipping::Trickling orders::First touch
  • Orders & shipping::Trickling orders::Second touch

Policy

  • Review retailer admin notes: Always check the retailer’s internal admin notes, in case the Verifications team is “trickling” through their orders or placing an order hold
      • Examples include:
        • Phrases such as “trickling orders”, “waiting on review” or “waiting for payment intent”.
        • #SBOTrickling
        • Trickling orders
        • Order holds (with associated Admin comments):
          • Large order volume: brand_order_total_amount_cents=XXXX
          • Sharing shipping address with a Blocked retailer: retailer_sharing_shipping_address_with_blacklisted=1.0
          • Sharing IP address with a Blocked retailer: retailer_sharing_ip_address_with_blacklisted=1.0
          • Shipping address distance: is_unseen_shipping_address_for_retailer or distinct_shipping_addresses
          • Unpaid ‘Pay on Ship’ Orders: unpaid_payment_on_shipment_amount_cents=XXXX
  • Unresponsive brand: If you don't hear back from the brand within 2 biz days of sending them a retailer order status inquiry email, send a followup. If you still don’t receive a response after an additional 24 hrs, assist the retailer with canceling the order

Escalation

The following situations must be Escalated to Underwriting:

The retailer has notes from Risk that indicate: “trickling orders”, “waiting on review”, “waiting for payment intent”, or SBO tricker order holds, AND the order has been “Waiting on Review” for over 24 hours

To triage to Underwriting, use the macro EMAIL::CX TEAM::Triage::Internal triage to Underwriting team This macro will update the following ticket fields:

  • Assignee: Verifications/Recovery
  • Form: Risk Request
  • Ticket Type: Underwriting

Then, submit the ticket as ‘Open’

Process

  1. To help a retailer with an order status request, first make sure the retailer is verified
    1. Search the retailer token in admin and confirm that there is an green “Identity Confirmed” pill at the top of the admin page
      1. If the account says “Identity Unconfirmed,” follow guidance in Order Status Request [Unverified Retailer]
  2. Once you’ve confirmed the retailer is verified, review the retailer’s internal Admin notes to see if they have notes from Risk that indicate: “trickling orders”, “waiting on review”, “waiting for payment intent”, or SBO tricker order holds:
      1. Large order volume: brand_order_total_amount_cents=XXXX
      2. Sharing shipping address with a Blocked retailer: retailer_sharing_shipping_address_with_blacklisted=1.0
      3. Sharing IP address with a Blocked retailer: retailer_sharing_ip_address_with_blacklisted=1.0
      4. Shipping address distance: is_unseen_shipping_address_for_retailer or distinct_shipping_addresses
    1. Unpaid ‘Pay on Ship’ Orders: unpaid_payment_on_shipment_amount_cents=XXXX
  3. Does the retailer have these notes from Risk?
    1. Yes > The Risk team is "trickling" orders. Proceed to Step 4
    2. No > The brand may have a shipping delay. Jump to Step 5
  4. The Risk team is "trickling" orders: Was the order placed over 24 hours ago?
    1. Yes > Order was placed over 24 hours ago: Escalate the ticket Underwriting using the macro EMAIL::CX TEAM::Triage::Internal triage to Underwriting team
      1. Submit the ticket as Open
    2. No > Order was placed less than 24 hours before: Advise the retailer that their order is being processed using the macro: EMAIL::RETAILER::Orders and Shipping::Order on hold
      1. Solve ticket
  5. Brand has shipping delay: Review the bo_token and know the brand’s expected lead time
    1. You can find the bo_token on the left hand side of the zendesk ticket under “Brand Order”. If the token is not listed, check if the retailer mentioned it in the email or if it is noted in the email subject before asking for it from the retailer.
    2. You can find the brands lead time under their “brand” tab in admin
  6. Search for the bo token in admin to pull up the order page
  7. Scroll down to the “Shipping Information” section, there you can determine
    1. Order status (brand contacted, processing, shipped, delivered)
    2. Expected shipping date
    3. If a tracking number has been entered for the order
  8. Is the order status in “Brand contacted” or “Processing”?
    1. Yes > reference the the brand’s lead time noted in step 2
      1. If the order was placed within the brands lead time, share the lead time information with the retailer and that they will be notified one the tracking is entered
    2. No > If it is in the “Shipping status”, proceed to step 6
  9. Has the tracking number been added?
    1. Yes > click on the tracking number link to confirm the status and see when when the package is expected to be delivered.
      1. Let the customer know their order is on the way. Share the tracking numbet and expected delivery date.
      2. Educate the customer that they can view the order status on their Orders page
    2. No > proceed to step 7
  10. Has the expected shipping date already passed?
    1. No > Let the customer know the expected delivery date and that they will be notified once the tracking number is available
      1. Educate the customer that they can view the order status on the Orders page
    2. Yes > Let the customer know you will help reach out to the brand on their behalf
      1. Use macro: EMAIL::RETAILER::Orders & Shipping::Order Status
      2. Put this ticket as On-Hold
      3. proceed to step 8
  11. Start a new outbound ticket to the brand and cc the retailer
    1. Use the macro: EMAIL::BRAND::Orders::Status of Retailers Order
    2. Make sure to save this outbound ticket link as an internal note in the original retailer ticket (from step 7
  12. Wait for a response from the brand and put the ticket On-Hold
    1. Unresponsive brand: If you dont hear back from the brand within 2 biz days of sending them a retailer order status inquiry email, send a followup. If you still don’t receive a response after an additionl 24 hrs, assist the retailer with canceling the order
  13. If the retailer would like to move forward with a cancellation, follow guidance on Cancel Order in Admin
    1. In the original ticket, let the customer know you have successfully canceled the order
  14. Solve ticket

Macros

  • EMAIL::CX TEAM::Triage::Internal triage to Underwriting team
  • EMAIL::RETAILER::Orders and Shipping::Order on hold
  • Retailer: EMAIL::RETAILER::Orders & Shipping::Order Status
  • Brand (outbound): EMAIL::BRAND::Orders::Status of Retailers Order

Additional Resources

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