LL - Duplicate Order Verifications SOP
Duplicate Order Verification SOP
The fulfillment coordinators will identify duplicate orders, place them on hold in Shipstation and contact the customer via an initial email to verify if the customer meant to place the duplicate order or if it should be canceled.
They will add the “call next” tag and assign the ticket to anyone so that a member of the CH team can call the customer and complete the verification process. (The CH team will continue to follow up with the customer until the duplicate has been verified, edited or canceled).
Processed Orders
Since typically a shipment is on HOLD these verifications are time-sensitive, therefore, subsequent verifications should be completed in a timely manner.
We will make 3 attempts to contact the customer to verify: 3 emails and 3 phone calls in 3 days. If the customer has not replied on the 4th day, the duplicate order should be canceled, and a follow-up email sent to the customer to notify them of our actions.
Contacting the customer
Day 1:
- Email Subject: Duplicate order verification - 1st attempt (will be sent by fulfillment coordinator.
- Call #1- made by CH
Day 2:
- Email Subject: Order on hold - verification needed - 2nd attempt
- Call #2 - made by CH
Day 3:
- Email Subject: Your order is on hold - please verify - Final attempt
- Call #3 - made by CH
Day 4:
- Email Subject: Duplicate Order Canceled (order id)
- Cancel/Refund the duplicate order if there has been no contact with the customer.
Duplicate Subscriptions
If it is a duplicate subscription is identified but no order has processed or is on hold
Email subjects should be:
- Day 1: Duplicate refill order verification - 1st attempt
- Call #1 - made by CH
Day 2: Duplicate refill order verification - 2nd attempt
Call #2 - made by CH
- Day 3: Duplicate refill order verification - 3rd attempt
- Call #3 - made by CH
Day 4: Duplicate subscription canceled - (Product)
Cancel the duplicate and email the customer a link to manage their subscription