Order Processing

Purpose

Use this process for placing an order for a customer on Checkout Champ (CC) when they already have card info on their account. Main owner and relevant players: CS Team.

What You Need

• Checkout Champ access

Step-by-Step

1. Log in to Checkout Champ and search for declines by using the following path: select Reports on the left side, and then select Payments from the dropdown.

2. At the top of the customer details page, click “Start C/S Call”.

1. Once you click, you will get a pop-up asking which campaign you want. Select “LiveAnabolic.com - Customer Service (rey” (campaign name is cut off in the original doc).

2. Then click “Start Call” at the bottom of the pop-up.

3. Then at the top right of the screen, you will see a button that says “Go to Call”. Click that.

3. On the order form page, you will be able to confirm the customer's billing and shipping information if needed. It will also have their credit card information saved if they have ordered before. Verify that the expiration date is still good.

4. In the product section, select any products the customer is requesting. Make sure to pick the correct pack size.

5. Below the product entry, make sure to enter any needed discount codes and click “Apply”. Make sure the final price is what the customer is expecting.

6. Now you can scroll to the bottom and click “Process” with the sale. You can also click “No Sale” if you decide not to complete the sale.

7. You should now see the completed sales page with Status Complete at the top.

Purpose

Use this process to reorder for a customer who has previously bought from us on Checkout Champ, if they need help reordering without needing to give their card information again.

What You Need

• Checkout Champ access

Step-by-Step

1. Log in to Checkout Champ and search for your customer by email or order number.

2. At the top of the customer details page, click “Start C/S Call”.

3. A pop-up will ask which campaign you want. Select “LiveAnabolic.com - Customer Service (rey” (campaign name appears cut off in the original doc).

4. Click “Start Call” at the bottom of the pop-up.

5. At the top right of the screen, you will see a button that says “Go to Call”. Click it.

6. On the order form page, you can confirm the customer's billing and shipping information if needed. It will also have their credit card information saved if they have ordered before. Verify that the expiration date is still good.

7. In the product section, select any products the customer is requesting. Make sure to pick the correct pack size.

8. Below the product entry, enter any needed discount codes and click “Apply”. Make sure the final price is what the customer is expecting.

9. Scroll to the bottom and click “Process” to complete the sale. You can also click “No Sale” if you decide not to complete the sale.

10. You should now see the completed sales page with Status Complete at the top.

Purpose

Use this process when we can't get a customer's payment to go through by credit card. Try other cards if possible first, then try PayPal. Use this if other methods fail. Main owner and relevant players: CS Team.

What You Need

• Checkout Champ access

• Authorization document to send: Auth Doc

Step-by-Step

1. Log in to Checkout Champ and search for your customer by email or order number.

2. At the top of the customer details page, click “Start C/S Call”.

1. Once you click, you will get a pop-up asking which campaign you want. Select “LiveAnabolic.com - Customer Service (rey” (campaign name is cut off in the original doc).

2. Then click “Start Call” at the bottom of the pop-up.

3. Then at the top right of the screen, you will see a button that says “Go to Call”. Click that.

3. On the order form page, you will be able to confirm the customer's billing and shipping information if needed.

4. In the payment information section, click “eCheck” for ACH. Get the customer's information, such as:

1. Account Holder: Personal or business

2. Account Type: Checking or Savings

3. Name on Check: The name they have on their check

4. Routing number

5. Account number

6. An authorization statement saying they agree for us to process the payment. Found here: Auth Doc

5. In the product section, select any products the customer is requesting. Make sure to pick the correct pack size.

6. Below the product entry, make sure to enter any needed discount codes and click “Apply”. Make sure the final price is what the customer is expecting.

7. Now you can scroll to the bottom and click “Process” with the sale. You can also click “No Sale” if you decide not to complete the sale.

8. You should now see the completed sales page with Status Complete at the top.

Purpose

This is for large orders where the buyer has indicated they want to purchase for resale.

What You Need

• Reseller agreement – Authorized Wholesale Reseller Agreement template

• Invoice – Wholesale invoice template

• Checkout Champ

Step-by-Step

1. When an inquiry is received, ask the customer what their intended purpose for the purchase is. What is the name of the shop or gym where they are selling it, and do they intend to sell online?

2. Once you gather their information and intended purpose, send the request to Jayson to see if he and Joe approve of the sale, and what kind of discount we can offer.

3. Send the customer the offer along with the Freshdesk canned response titled “Live Anabolic Wholesale Order Invoice & ACH Payment Information”.

4. Include:

1. Authorized Wholesale Reseller Agreement

2. Wholesale invoice

5. Once they send the information back, process the ACH payment.

6. Log in to Checkout Champ and search for your customer by email or order number.

7. At the top of the customer details page, click “Start C/S Call”.

1. Once you click, you will get a pop-up asking which campaign you want. Select “LiveAnabolic.com - Customer Service (rey” (campaign name is cut off in the original doc).

2. Then click “Start Call” at the bottom of the pop-up.

3. Then, at the top right of the screen, you will see a button that says “Go to Call”. Click that.

8. On the order form page, you will be able to confirm the customer's billing and shipping information if needed.

9. In the payment information section, click “eCheck” for ACH. Add the customer's information:

1. Account Holder: Personal or business

2. Account Type: Checking or Savings

3. Name on Check: The name they have on their check

4. Routing number

5. Account number

10. In the product section, select any products the customer is requesting. Make sure to pick the correct pack size.

11. Below the product entry, make sure to enter any needed discount codes to make the price what was agreed upon. You may need to create a coupon to do this.

12. Scroll to the bottom and click “Process” to complete the sale. You can also click “No Sale” if you decide not to complete the sale.

13. You should now see the completed sales page with Status Complete at the top.

Scripts & Templates

• Freshdesk canned response: “Live Anabolic Wholesale Order Invoice & ACH Payment Information”

• Authorized Wholesale Reseller Agreement template

• Wholesale invoice template

Purpose

How to create a customer order (payment) link on Maverick using the EasyPayDirect gateway.

What You Need

• EasyPayDirect merchant login

Step-by-Step

1. Log in to Easy Pay Direct.

2. On the left menu, click Product Manager, then on the next screen, click Products.

3. You will see a list of previously created products. You can edit and use these, or create new ones. To edit them, click the highlighted names in the left column, change what you want, and then click Save.

4. For previously created products, you can just copy the link found in the Product Link column.

5. To create a new product, click the “New Item” button at the top right. Then add a SKU and Description. Since these are customer links, these fields aren’t that important. You can just grab the offer name of what the customer wanted to order and add it to both the SKU and Description.

6. Then add the cost and any taxes or discounts you need included.

7. Click Save.

8. Back on the product list, there will be a button in the Product Link column that says “Create Link”. Click it, and it will create your product link. You can reuse this product link in the future.

Purpose

If a customer needs a cart built for them and/or a discount applied, you can use this cart generator to create a cart link. Just send them the link and they will be able to easily check out.

What You Need

• Access to the Google Sheet: Checkout Champ Cart Generator

Step-by-Step

1. Figure out what the customer wants added to their cart and what discounts they want.

2. Open the cart generator sheet.

3. On the left side, find any items you want in the cart and check the boxes to add them. Then set the quantity to the number they are requesting if needed.

4. Once you are finished adding items, check any discounts you want to apply.

5. Once you are done, go to row 1, and click or hover over the URL link. You can click the link to view it, or click Copy to copy the URL.

6. Before sending the link to the customer, test it and verify that the items and discounts are correct.

7. Once verified, send the link to the customer so they can purchase.

Purpose

How to use the email correction automation.

What You Need

• Incorrect Emails Checks tab on our tracking sheet

Step-by-Step

1. How the automation works: this automation watches new orders that come in through Sticky or Checkout Champ and checks their email address for obvious errors, such as emails ending in @gmil.con, yahoo.con, or @gmailcom. It also watches for issues with the shipping address.

2. If it finds an issue, the customer is added to this sheet. It will put a note in the “Reason Added” column explaining why they were added.

3. For email address issues, it will give a suggested fix in the “Suggested Change” column. You can review it and make edits if needed. Note: we should never make changes to anything in front of the @ without checking the customer’s prior orders or asking them.

4. If the suggested change looks good, or you added the correction yourself, set the “Autocorrect Approval” column to “Approved”. The automation will take the suggested change and fix it in Sticky or Checkout Champ, resend the order confirmation, and send or fix it in our email system, AWeber.

5. If the issue is shipping-address related, or is an email issue that can’t be fixed, we need to reach out to the customer first. Scroll to the right and mark the Status column as called, emailed, or waiting for response. Add any outreach notes, and mark who is working on the case in the Assigned Agent column.

6. Shipping and billing addresses need to be fixed manually. After fixing, make sure to come back and mark the Status column as “Resolved”.

7. If the correct email is found, add it to the Suggested Change column and click Approve, and it will automatically update it.

Purpose

How to add tax-exempt status if a customer is exempt because they are a business or a veteran.

What You Need

• Checkout Champ

Step-by-Step

1. Enter a customer order and click the pencil icon next to Other Info.

2. Find the Tax Exempt toggle and switch it on.

Notes & Tips

• This will only remove tax from future orders by the customer. It will not remove tax from the current order; you may need to do that manually.