Standard Operating Procedure (SOP) for Address Corrections
The company no longer allows order changes and cancellations. Exception: AC can cancel if the customer requests to cancel during the address verification process.
Import time is 24 hours from the order date
Day 1 from import: Send the 1st SMS
Day 2 from import: Send the follow-up email and the 2nd SMS
SLA is down to 48 hours. If the customer is unresponsive, release the order.
No save offer for cancellation requests
A Slack notification will be sent whenever there are new and updated tickets on ZD view Address Corrections
Customer Places the Order - Customers place their orders through the website.
Order Imports to JP (24-Hour Delay) - Orders are automatically imported into JP 24 hours after they are placed.
Invalid Addresses Automatically Held - JP detects invalid or incomplete addresses and automatically puts these orders on hold.
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).
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.
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.
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