Google Sheets / Shared Docs - Declined Sales Spreadsheet

Purpose:
This SOP outlines how to review the Declined Sales spreadsheet provided daily by AADI, identify blocked customers, and determine whether to remove them from the block list and follow up to complete their order. These are customers who have called AADI but had their payment declined due to a prior block in our system.

Step-by-Step Process:

1. Open the Spreadsheet

   • Navigate to the Declined Sales spreadsheet using the link above.

   • Filter by the most recent date or scroll to view new entries added for the day.

2. Gather Customer Info

   • Obtain the customer’s email address and/or name from the spreadsheet.

3. Check for Order History

   • Open Shopify and Sticky to check if the customer has any previous orders.

4. Check GOB | Weasel Blacklist

   • Open the GOB | Weasel Blacklist.

   • Use keyboard shortcuts to search:

     • Windows: Ctrl + F

     • Mac: Command + F

   • Paste the email address and check if it appears. If listed, this confirms a block.

5. Check Shopify Workflows

   • In Shopify, go to Apps > WORKFLOW.

   • For PHYSIOTRU: check “Block List” and “Fraud Filter Automations.”

   • For all other brands: check only “Block List.”

   • Click on the workflow name > Edit (top right) > scroll to “Check if customer email is at least one of.”

   • Use Ctrl/Command + F to search for the email. Click the “X” to remove it if approved.

   • Click “Apply changes” in the upper right corner to save.

6. Check NoFraud Blocklist

   • Open NoFraud > Custom Overrides from the left menu.

   • Go to the Blocklist tab and search the customer’s email or name.

   • If listed, click Delete to remove from the blocklist.

   • (Optional) If the customer is cleared, you may also add them to the Allowlist.

7. Review Customer History

   • Open the customer profile in Gorgias.

   • Review past interactions, chargebacks, fraud flags, or internal notes.

8. Decide on Block Removal

   • If the block appears outdated or unintentional, proceed with removal as described above.

   • If the block is valid (e.g. repeated abuse), do not remove and log the reason in Gorgias.

9. Document the Decision

   • In the spreadsheet, fill out the column “removed” with a yes or no. If you select no, provide reasoning in the next column. 

10. Customer Follow-Up

• Do not call the customer directly. AADI will handle customer contact after the spreadsheet is updated.

Ownership:

• Assign this task to a designated group (e.g. Contact Center Admin, CX Lead, or trained agent).

• Must be completed daily, preferably in the morning.