1. Customer Places the Order -  Customers place their orders through the website.

2. Order Imports to JP (24-Hour Delay) - Orders are automatically imported into JP 24 hours after they are placed. 

3. Invalid Addresses Automatically Held - JP detects invalid or incomplete addresses and automatically puts these orders on hold.

4. Automated Email Sent to Customer - Customers whose orders are held due to invalid addresses receive an automated email notification requesting address verification or correction (email sent through JP system - not ZD).

5. AC Team Works on Zendesk (ZD) Tickets (48-hr SLA) - The AC Team monitors and works on ZD tickets as they come in or get updated.

   • They update the address on JP as per the customer’s response.

   • Once corrected, the order is manually released.

6. Backlog Corrections While Waiting for Ticket Updates. While there are no new or updated ZD tickets:

   • The AC Team works through the JP hold list and corrects addresses with obvious and fixable errors.

   • If a new ZD ticket comes in, it takes priority, and the team immediately shifts focus to that ticket.

   • After handling the new ticket, the team returns to the JP hold list.

7. If the customer doesn’t respond after 7 business days of sending the email and SMS notifications:

   • Release the orders with minor address errors, including those with a missing unit number.

   • If the address has obvious and unfixable issues (e.g., email address in the address field, random numbers, or no match found on TPS/FreePeopleSearch), keep the order on hold for up to 10 days.

   • If there’s still no response after 10 days, cancel the order.

Reference:

• Standard Operating Procedure (SOP) for Address Corrections AUG 2025: https://docs.google.com/document/d/1X_hNI2f_mBC8YcL4lXx3nddAPlqxsSaQM2ZWk5s-dX8/edit?tab=t.0#heading=h.ptttsxjgzdwz