(PBS)-Address Validations

Goal:

• Check daily for orders on hold.

• Resolve issues when possible.

• Contact customers when needed.

• No order should remain on hold for over a week.

These steps apply to orders for all brands: Ava Jane’s Kitchen, Bright Naturals, Earth Echo, Mesa, Paleo Hacks, and Physio Tru.

How to find orders on hold

1. Login to the corresponding PBS (Melprints) login for the brand you are working with. 

2. Then go to the orders tab and select orders in the drop down menu. 

3. Then on the right, under order status ID, select on hold and press search. 

4. Once the list populates, you’ll need to go through every order and determine the reason for the hold. Most are bad addresses, but here’s a list of possible hold reasons and solutions: Missing apartment number, address needs validation, missing address line 1, etc. The steps you take to resolve it are the same regardless of the reason, but I’ve included videos below so you can see examples of each. 

Resolving orders on hold

1. Pull up the order in Sticky (or Shopify) and look to see if we’ve delivered to them previously. If there’s a previous order and it’s within 3 months, use the address on that order and update the order in PBS. If there is no previous order, move to step 2.

2. Copy the address, and place it in Google. Search results may verify it is a valid address. If you are still unsure, you can check truepeopleseach.com, or USPS Address Lookup. If you are able to locate the missing information, update the order in PBS and Sticky/Shopify. If they have a subscription in Sticky/Recharge, you will need to update it there as well. 

3. If you cannot locate the missing info, you will need to email the customer with the saved reply “__.” We will need to check these daily for a response. If the customer doesn’t respond, you will need to call the customer and leave a message if they don’t answer. 

Missing apt number 

https://www.loom.com/share/4676ea6cfb87438da7b2426bec6bc1b0?sid=62692ead-2845-4c0d-abb4-499de953359f 

Address needs verification

https://www.loom.com/share/1c8055e3a9d7446c9b00a271edb9a122?sid=f8c05581-834e-4a0f-b44b-39a3a010b13d 

Missing address line 1

https://www.loom.com/share/03a51843d3c84b0e9392979f35404b44?sid=f5250866-ffa9-4010-98bc-f9f1caaaad26 

If you need to contact the customer to verify the address

1. Open Gorgias and search with that customer’s email to ensure we haven’t already email them. 

2. Create an email for the customer, use the saved reply “Shipping Address Needed”. Change status (before sending) from “closed” to “pending” and assign it to yourself or another customer support representative. 

3. Call the customer. This should be done between 9am-5pm in that customer’s timezone the same day, if it is outside those hours, call during the next available business hours the following day. 

4. If the customer replies, update the address in PBS, Sticky/Shopify, and on their subscription in Recharge/Sticky (if they have one).

5. If the customer doesn’t answer, follow up with another email and voicemail within 2 business days.

6. If no response 6 days later, call the customer one more time (if there is a phone number). Be sure to leave a detailed message. Send another email as a third follow-up and used saved reply “Shipping Address Needed - 3rd/Final Attempt”. Leave a note in the email, noting your attempts. Keep email pending status. 

7. If no response on the 7th day (24 hours from your 3rd follow up), cancel the order and issue a refund. Leave a note on the ticket and the order why you are canceling the order. 

Updating an address in PBS

1. Click on edit next to the original address

2. In the pop up, update the address as needed. Then under ignore delay, select “yes” from the dropdown. Click save updates to save your changes. 

3. Lastly, click “put back into processing” on the top of the order to let the fulfillment team know that this order is good to ship. 

Updating an address in Shopify

https://www.loom.com/share/cd5f60fe2f3e4d8eadb894243cf4d80c?sid=ca0159dd-6a30-4976-89b8-47d5d6994f6c 

Updating an address in Sticky

https://www.loom.com/share/e56e587a0f7248b4a5f6b25130e9a83f?sid=bb24e97c-87ad-4e26-9b34-dcd90942efa7 

Updating an address in Recharge

https://www.loom.com/share/3f4e5979d8b64b5e90d3c3b09360e590?sid=bb0206a9-4d0b-484d-a73a-b6813177061d 

Script for calling the customer to confirm the address: 

Hi, this is AGENT NAME calling from BRAND, about your order of PRODUCT. Our warehouse has notified us that the shipping address provided is not valid, and we need this information to process your order and get it to you as soon as possible.

Please give us a call at PHONE NUMBER with your correct shipping address or email SUPPORT EMAIL ADDRESS. If we don’t hear from you within 3 business days, we will unfortunately have to cancel your order, but we can always assist you with placing a new order. Thanks and have a great day!

“Shipping Address Needed - 3rd/Final Attempt” Email Content

Hi (Customer Name),

Thank you for your recent order! We’re preparing to ship it, but we noticed that the mailing address provided appears to be incorrect.

Unfortunately, we cannot ship your order until we receive a response with the correct details. Could you please reply to this email with your full and accurate shipping address so we can ensure your order reaches you without delay?

Please note that if we do not receive a response within 24 hours, your order will be canceled.

We appreciate your prompt response and look forward to shipping your order as soon as possible!

Best Regards,