LL - JetPack JP Shipments Process & FAQ

JetPack Shipments -

JetPack is both a manufacturer and a fulfillment provider. They will be manufacturing a few products for us and those products will ship directly from JetPack. Products that ship from JetPack will be returned to JetPack as well.

Products shipping from JetPack are:

DML - DarkSpot Remover/Dimisher (NOW shipping only from JetPack)
SCS - BioShield MD (may ship from either PB or JetPack in the near future)
SCS - Detoxithin (may ship from either PB or JetPack in the near future) Jetpack starting 2/20/23 (approx)
SCS - FloraThin (may ship from either PB or JetPack in the near future) Jetpack starting 2/20/23 (approx)
SCS - Pulse Oximeters (may ship from either PB or JetPack in the near future)

How do I know where the order shipped from?

If the order was sent to JetPack for shipping there will be an orange “JP order” tag (see an image of ShipStation shipment page below).

Note: If you see the JetPack tag in ShipStation, the shipment should have shipped from JetPack so you'd check the JetPack Shipment Portal for shipping status/tracking.

How do I provide tracking updates to customers whose orders are shipped from JetPack?

The tracking link will be posted in ShipStation and will transfer to the order in Sticky/Shopify too.

How do I handle Split Orders?

Regarding Split orders, if a customer orders one product that will be shipped from Pitney and another product that gets shipped by JP both tracking numbers will be in ShipStation and will be posted on the individual order ids in Sticky.

For example: order id 3007095 is a split order - I looked it up in ShipStation first, extracted the customer email from the order, then searched by email in Sticky.

1. Look up the order in ShipStation

look for the JP ORDER tag
Note if there is tracking for only 1 shipment or more than 1
You can copy and paste tracking from here if it isn't clickable
If there are multiple shipments copy the customer's email address so you can paste it into sticky
(note this image shows Shipment 1 twice, this is a ship station glitch there are really 2 separate shipments / look at the difference in tracking numbers)

2. Search Sticky using the Customer email: cmangiliman@gmail.com - this will allow you to see ALL the orders placed by that customer. This is especially helpful if the customer placed more than 1 order or took an upsell item.

3. Open each individual order and the tracking will be posted in the order details (in this case Dark Spot remover shipped from JP, and Eyejoy shipped from PB)

Note: If the JP tracking link/number isn’t available you can ask for an update in the urgent slack channel, as well as via a note on the ticket, and the fulfillment coordinator team will contact jetpack, get an update then email the customer the tracking information.

Inform your customer of the split shipment!!

Currently, customers will be unaware they are receiving separate shipments. We are working on a solution to let them know they’ll receive more than 1 package, however, the customer Happiness agent assisting them should be on the lookout for split shipments and inform the customer about multiple shipments on their own.

What do I do if an order shipped by JetPack doesn’t get delivered or is damaged?

Our reship process hasn’t changed, in cases of missing/lost/damaged shipments -- resolve the issue with the customer, note the ticket, assign it to Gretchen/post it in the urgent slack channel if needed. Our Fulfillment Coordinators will communicate with JetPack and update the customer.

How do I get a return label for issues with JetPack orders?

Our label process hasn’t changed - if a label is needed our FulFillment coordinators will arrange a label through JetPack. JetPack will email the label to the customer (we are waiting on instructions from Jetpack about how the email will look when it arrives to the customer).

What if we need a JetPack shipment expedited?

There has been no change to this process - Note your ticket accordingly, assign to Gretchen in active, and place your request in the Urgent Fulfillment slack channel.

Canceling a JetPack Order that hasn't shipped -

If the order is in "received" in the jetpack portal there's a chance we can still cancel it before it ships. do not confirm with the customer until a member of our fulfillment coordinator team checks JetStream and tries to cancel the order.

When the order is in "Processed" or "Done" (means shipped) it is too late to manipulate.

You'll need to post the cancellation request as an urgent request in slack and wait for the outcome before following up with the customer.

How do I handle JetPack Order returns?

For now, if the customer is trying to return an order and the order is Sticky we SEND THE CUSTOMER TO THE SELF-PORTAL (https://help.suncoastsciences.com/session). If the order is in Shopify we SEND REGULAR RETURN INSTRUCTIONS WITH THE PITNEY BOWES RETURNING ADDRESS

NOTE: If the order was split meaning part of it shipped from PB and part from JP, you will send PB Return instructions.

What RMA should I use on JETPACK orders?

Use the ORDER ID as the RMA for JetPack Returns and PB Returns

How do I access JetPack Shipments and Returns Portal:

JetPack Portal: https://jetstream.jetpackshipping.io/

PW: your unique password