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This guide explains how to handle reshipment requests, track order statuses, update customer information, and manage returns.
Step 1: Access and Review New Reshipment Requests
Step 1: Access and Review New Reshipment Requests
Go to the Customer Interaction Record
2. Check for requests submitted in Jetpack under Jetpack’s Court or PhytAge’s Court.
3. Once a reshipment request is submitted, it will appear in the Pending list.
4. Locate the request and verify:
If it’s awaiting a tracking update, OR
If it’s pending a response from Jetpack.
Step 2: Process Reshipment Requests Submitted via CIR
Step 2: Process Reshipment Requests Submitted via CIR
When an agent submits a reshipment request through CIR, follow these steps:
A. Check Shipment Status in Fulfil Manager
Go to Fulfil Manager: https://fulfil-manager.jetpackshipping.io
Once you're on the Fulfil Manager, click on Sales.
Under Customers, paste the customer's email address in the search bar.
You will see all orders related to this customer.
Open the relevant order under the Number column.
Review the order details, then scroll down until you see the Shipments section.
Click on Track under the Tracking Number to check the shipping status.
Repeat this for all related orders to confirm which shipments were delivered and which were not.
B. Submit a Reshipment Request in Fulfil Manager
Once confirmed that the order was not shipped:
On the same order details page, click Request Reship.
State the reason for the reshipment:
Example: "Shipment status is stuck on 'Shipment Information Received.' Please re-ship this order. Thanks."
Double-check the shipping address:
Compare the address shown in Fulfil Manager with Konnektive to ensure accuracy.
Click the Request Reship button to submit the request.
C. Update Jetpack & Konnektive
Go to Jetpack → CS Request Page.
Add a comment:
“Re-ship requested. Awaiting tracking.”
Go to Konnektive and add the same note under the Customer’s Account.
Wait 1–2 business days for Jetpack to update the tracking number on the reshipment request.
Step 3: How to Check the Status of a Reshipment Request
Step 3: How to Check the Status of a Reshipment Request
A. Locate the Reshipment Request in Airtable
Go to Jetpack: https://airtable.com.
Reshipment requests are received under Jetpack's court.
Once a request is submitted to Fulfil Manager, it is moved to PhytAge's court.
You will see a list of requests that have been processed and are awaiting tracking numbers.
B. Track the Reshipment in Fulfil Manager
Select the reshipment request you want to check from the list.
Copy the customer's email address.
Go to Fulfil Manager and click Sales.
Search for the customer's account using their email address.
Locate the order for which the reshipment was requested.
Click on the SO Number to open the order details.
Scroll down to the Shipments section:
If a tracking number is available → proceed to email the customer.
If it shows N/A → the reshipment hasn't been sent yet or tracking hasn't been updated. Allow more time and recheck later.
C. Email the Customer with Tracking Information
If you have the tracking number:
Go to HelpScout.
Check the product that was reshipped and locate the appropriate inbox.
Create a new email and use the macro: Reshipping Update
Copy the tracking number into the email.
Double-check the courier link.
Note: Common couriers:
USPS
UPS
FedEx
Asendia (Usually used for international shipments)
To confirm the courier, click Track under the tracking number in Fulfil Manager.
Send the email to the customer.
D. Update Konnektive & Jetpack
Go to the customer’s account in Konnektive and add a note:
Example: “Emailed re-ship TN: 92612903184214683754”
Copy the same note and paste it in Jetpack Airtable.
In Jetpack, change the status from “Awaiting Jetpack Action” to “Complete (CS Done)”.
Tick the box below the reshipment request to remove it from the pending list.
Step 4: Search for the Customer’s Order (General Cases)
Step 4: Search for the Customer’s Order (General Cases)
Go to the Customer section in Konnektive.
Paste the customer’s email address in the search bar.
Important: Ensure there are no extra spaces or special characters.
If the email does not match, search using the email registered in Konnektive.
If needed, confirm customer details by name.
Step 5: Communicate with Jetpack (For Urgent or Delayed Requests)
Step 5: Communicate with Jetpack (For Urgent or Delayed Requests)
If a reshipment is delayed or urgent:
Contact Jetpack via Microsoft Teams.
Provide the SO number, customer name, and email address for reference.
Use Teams for faster responses since adding notes in the tool can be slow.
Step 6: Handle On-Hold Orders
Step 6: Handle On-Hold Orders
Go to Fulfil Manager: https://fulfil-manager.jetpackshipping.io
Go to the Sales section → State tab → select On Hold Orders.
Review the reason for the hold:
Invalid address → Contact the customer to get the correct one.
High-volume orders (e.g., 15+ bottles) → Verify authenticity.
Test orders → If the system thinks it’s a test order.
Once the issue is resolved, update the address (see Step 6) and uncheck the hold status so Jetpack can process the order.
Step 7: Updating Customer Address
Step 7: Updating Customer Address
Update the shipping address in KON:
Customer account
Order record (since addresses don’t auto-sync).
Update the shipping address on Fulfil Manager under the customer’s shipment order.
If customers want the package shipped to a different address, ensure the correct address is saved for that specific order.
After updating, uncheck the hold box to notify Jetpack the order is ready for shipment.
Step 8: Handling Returns
Step 8: Handling Returns
If Jetpack sent the wrong product → Generate a prepaid return label.
If the customer changes their mind → Customer must shoulder the return shipping cost.
Prepaid labels are created through Jetpack’s portal.
Training Videos
Training Videos
Re-shipment request & Order Issues
Re-shipment request & Order Issues
How to process a reshipment request
How to process a reshipment request
Jetpack reship lookup
Jetpack reship lookup
Wrong Order Placed (Accidental Order)
Wrong Order Placed (Accidental Order)
Purpose: To handle situations where a customer accidentally places the wrong order.
Steps:
1. Cancel Fulfillment
Locate the order in the system.
Cancel fulfillment immediately to stop shipment.
2. Process the Correct Product
Create a new order with the correct product.
Use External Payment at $0 (customer still has the original charge).
3. Add Notes
Document all actions (cancelled fulfillment, placed external payment, reason for change).
Include case ID or reference number.
4. Customer Communication
Inform the customer the wrong order has been cancelled and the correct product is being sent.
Provide any new order number or tracking details once available.
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