Order Status Request [Unverified Retailer]
Description
This card reviews how to assist an unverified retailer when they are writing in about their order status.
Issue Topic
- Retailer::Orders::Order issues::Order delayed::Order not shipped
- Retailer::Settings::Verify account::Check verification status
Policy
- Risk verification SLA: Risk has 24h SLAs to review new retailer orders once they place their first order.
- A retailer with a submitted IDV/NMI will be reviewed within 24h of the submitted date on IDV request.
- Accounts are reviewed prior to 5pm local time on a given day. If orders are placed after 5 pm, the account will be reviewed before EOD the following day.
- Do not share verification process with retailer: Do not tell the retailer that the Verification team reviews their account after they place an order. This is internal information only.
- Guest retailer: If the brand has created a invoice for the retailer that is not yet verified on faire, the retailer will be registered as a guest account. In these cases, the order can be processed and fulfilled by the brand, even if the retailer account is not yet verified.
Escalation
CX should only escalate tickets to Verifications if orders were placed outside of Risk’s SLA (order was placed over 24 hours ago AND the retailer’s IDV was submitted over 24 hours ago). To escalate to Verifications, use the macro: EMAIL::CX TEAM::Triage::Triage to Verification team and submit the ticket as Open
Process
- To help a retailer with an order status request, first make sure the retailer is verified. Search the retailer token in admin and confirm that there is an “Identity Confirmed” pill at the top of the admin page
- If the account has a green pill that says “Identity Confirmed” they are verified.
- Follow guidance in Order Status Request [Verified Retailer]
- If the account has a red pill that says “Identity Unconfirmed” they are unverified.
- Continue to step 2
- Search the bo_token in admin and check the order status listed under the “Order info” section
- Is the order status Waiting on review?
- No > Jump to step 5
- Yes > The brand has not yet received the order. Proceed to step 4
- Were the orders placed less than 24 hours ago?
- Yes > Risk verification SLA: Orders placed less than 24 hours ago > Internal information: Risk has 24h SLAs to review new retailers once they place their first order. Accounts are reviewed up to 5pm local time for a given day. If orders are placed after 5pm, the account will be reviewed before EOD the following day. Please allow up to 48h after weekends or holidays.
- Use macro EMAIL::RETAILER::My Account::Account verification status No review
- Solve ticket
- No > Order placed over 24 hours ago. Proceed to step 5
- Check if the retailer have a pending IDV or pending NMI request in their profile
- Yes > If retailer has a pending IDV on NMI request pill on their profile, send the macro EMAIL::RETAILER::My Account::Incomplete Store Profile IDV/NMI
- Solve ticket
- No > If there is no pending IDV pill, proceed to Step 6
- Review the IDV and NMI Requests section and check to see when information was submitted:
- When did the retailer submit their IDV?
- Less than 1 business day ago > Risk SLA: Internal information: Risk has 24h SLAs to review IDV submissions. Accounts are reviewed up to 5pm local time for a given day. If orders are placed after 5pm, the account will be reviewed before EOD the following day. Please allow up to 48h after weekends or holidays.
- Send the macro EMAIL::RETAILER::My Account::Account verification status Pending review
- Solve ticket
- Over 1 business day > Escalate the ticket to Verifications. To escalate to Verifications, use the macro: EMAIL::CX TEAM::Triage::Triage to Verification team and submit the ticket as Open
- If the retailer is unverified, but an order has been pushed through to the brand, it is because the retailer is listed as a “Guest Account”.
- Guest retailer: If the brand has created an invoice for the retailer that is not yet verified on faire, the retailer will be registered as a guest account. In these cases, the order can be processed and fulfilled by the brand, even if the retailer account is not yet verified.
- To confirm that it is a guest retailer, check the retailer’s admin page under the Profile tab and review the Internal activity section. There you will see “retailer created via invoicing” listed
- Is the order status in Brand contacted/Processing/Shipping status?
- Yes > Advise the retailer to reach out to the brand directly using Faire messenger for updates on their order
- If the order is Shipped, check the bo_page in admin for the tracking number and provide it to the retailer
- Solve the ticket
- No > proceed to Step 7
- Is the order status Canceled?
- Yes > Inform the retailer that the order was canceled, you can reference the cancellation email that was automatically sent to the customer
- Solve the ticket
- No > proceed to step 8
- The only remaining status option is Delivered
- Check with the tracking number if the order was delivered correctly
- The tracking number can be located on the brand’s order page in admin.
- Share the tracking information and reference the tracking history to relay when it was delivered
- If the tracking is showing the order as delivered but the retailer has not yet received, it advise the retailer to contact the carrier for further assistance
- The parcel might have been lost in transit
- If so, assist the retailer with reporting the order as missing in our system
- follow guidance in Missing package
- For any actions to be taken on the order (i.e return items, report as missing or damaged) a retailer checking out as a guest will need to complete their Faire account and sign-up
Macros
- EMAIL::CX TEAM::Triage::Triage to Verification team
- EMAIL::RETAILER::My Account::Account verification status No review
- EMAIL::RETAILER::My Account::Incomplete Store Profile IDV/NMI