Embedded Files
USE THIS WHEN:
Change Email Address
Change Shipping and Billing Address
Change Phone Number
Change of SKU Color
Change of SKU
Verify status of the order by asking the POC
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF EMAIL ADDRESS - On Regular orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF EMAIL ADDRESS - On Regular orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Change the address on the Shopify order
Confirm with the customer if the email change is permanent. If so, update the customer profile as well. If the change request is only for the recent order, just change the address in the Shopify order only.
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF EMAIL ADDRESS - On ReCharge (Filter Club) orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF EMAIL ADDRESS - On ReCharge (Filter Club) orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Change the address on the Shopify order
Confirm with the customer if the email change is permanent. If so, update the Shopify customer profile, and access the customer’s account in the Recharge App to change the email.
If the change request is only for the recent order, just change the email in the Shopify order only.
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SHIPPING AND BILLING ADDRESS - On Regular orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SHIPPING AND BILLING ADDRESS - On Regular orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Change the email on the Shopify order
Confirm with the customer if the address change is permanent. If so, update the customer profile as well. If the change request is only for the recent order, just change the address in the Shopify order only.
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SHIPPING AND BILLING ADDRESS - On ReCharge (Filter Club) orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SHIPPING AND BILLING ADDRESS - On ReCharge (Filter Club) orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Change the email on the Shopify order
Confirm with the customer if the address change is permanent. If so, update the Shopify customer profile, and access the customer’s account in the Recharge App to change the address
If the change request is only for the recent order, just change the address in the Shopify order only.
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF PHONE NUMBER - On Regular orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF PHONE NUMBER - On Regular orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Change the phone number on the Shopify order
Confirm with the customer if the phone number change is permanent. If so, update the customer profile as well. If the change request is only for the recent order, just change the phone number in the Shopify order only.
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF PHONE NUMBER - On ReCharge (Filter Club) orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF PHONE NUMBER - On ReCharge (Filter Club) orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Change the phone number on the Shopify order
Confirm with the customer if the phone number change is permanent. If so, update the Shopify customer profile, and access the customer’s account in the Recharge App to change the phone number..
If the change request is only for the recent order, just change the phone number in the Shopify order only.
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU COLOR ONLY (NO PRICE DIFFERENCE) - On Regular orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU COLOR ONLY (NO PRICE DIFFERENCE) - On Regular orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Click on Edit (upper right corner)
Add the same SKU with the correct color
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU COLOR ONLY (NO PRICE DIFFERENCE) - On ReCharge (Filter Club) orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU COLOR ONLY (NO PRICE DIFFERENCE) - On ReCharge (Filter Club) orders
Request the POC to process the change in Skubana directly (You will not be allowed to edit the order in Shopify)
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU (WITH PRICE DIFFERENCE) - On Regular orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU (WITH PRICE DIFFERENCE) - On Regular orders
Request the POC to process the change in Skubana directly
Access the order in Shopify
Click on Edit (upper right corner)
Add the correct SKU and click on DONE
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU (WITH PRICE DIFFERENCE) - On ReCharge (Filter Club) orders
PROCESS OUTLINE: If the current status of the order is ON HOLD:
CHANGE OF SKU (WITH PRICE DIFFERENCE) - On ReCharge (Filter Club) orders
Request the POC to process the change in Skubana directly (You will not be allowed to edit the order in Shopify)
PROCESS OUTLINE: If the current status of the order is PENDING FULFILLMENT
PROCESS OUTLINE: If the current status of the order is PENDING FULFILLMENT
Advise the customer that the current status of the order is pending fulfillment.
Set proper expectations that the order change request may not be possible, and we will get back to them in 1-2 business days by the method they prefer (call or email)
Create a Hubspot ticket with the subject: URGENT:
Order #123456 *Request* to escalate the request to L2 using this template:
Eg: URGENT: Order #123456 Change of Shipping Address
Customer/ Business (Full) Name:
Order #:
SKU:
Quantity per SKU:
Email Address:
Contact Number:
Shipping Address:
Clear Details of Escalation / Request:
PROCESS OUTLINE: If the current status of the order is SHIPPED
PROCESS OUTLINE: If the current status of the order is SHIPPED
Advise the customer that the order has shipped and no order changes are possible anymore.
If the request is address change-related, provide the customer with the tracking number and inform them that they may reach out to UPS directly to request the change themselves.
IMPORTANT NOTE:
For all account and order-related changes, make sure to note the Shopify order and account of the changes made and log the request in the Shopify/Skubana Tracker.
If a refund is involved (Change of SKU), make sure to send the customer a copy of the refund invoice and set proper expectations on when refunds are scheduled to reflect (7-10 business days depending on their bank).
If another payment is involved (Change of SKU to a more expensive item), set customer expectations that we will send them an invoice to complete the remaining payment.
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