LL - Using Order Desk for Customer Happiness Team

SOP: Using Order Desk for Customer Happiness Team

Link to Loom https://www.loom.com/share/1c7fde00da284bffab8f44204418578e

Objective:

To efficiently navigate and utilize the Order Desk for managing orders from Radiant Me, Del Mar Laboratories, and Suncoast, ensuring accurate order processing and customer satisfaction.

Key Steps:

1. Logging In and Navigating Order Desk:
   • Upon logging in, you will land in the Incoming folder.
   • Familiarize yourself with folders: Incoming, Hold, Shipped, and Cancelled.
2. Understanding Order Status:
   • Incoming: New orders from Shopify or Sticky.
   • Hold: Orders that were placed on hold for various reasons.
   • Shipped: Orders that have been shipped with tracking details.
   • Cancelled: Orders that have been canceled.
3. Searching for Orders:
   • Use the search box to find orders by order ID.
     • You can expand your search by clicking "advanced search"
   • Ensure you are in the correct brand folder (Radiant Me, Del Mar, or Suncoast).
4. Placing Orders on Hold:
   • Add a note with the format: "!Hold order for [reason] until [date] regarding ticket [ticket number] -[initials]."
   • Use keywords like "tix" and "hold" in the note for automatic hold placement.
   • Place an exclamation point before the first word in the note for automation (example: !hold
   • Notes cannot be changed or deleted once submitted.
5. Managing Orders:
   • Review order details including customer information, shipping, billing, and products.
   • Check for merged orders if multiple order IDs are present in the "order history"
   • Move orders only from Incoming to Hold, following the process strictly.

The different folders:

1.   Incoming - the orders arrive here when released from Shopify/Sticky.

2.   Hold - orders that have to be manipulated before we release the order, CH agent's notes are shown here.

3.   Needs Attention - this is an automated status that our system found an error with the order.

4.   3PL: processing -the order is being processed at the warehouse…they will sit in there until the status changes at PB.

5.   3PL: Hold - on hold at Pitney.

6.   3PL: Error - Bad address, bad SKU, bad shipping method at PB.

7.   3PL: Backorder - has an SKU on backorder.

8.   3PL: Canceled -  canceled at PB.

9.   Shipped - order shipped.

10.  Canceled - canceled in OD.

11.  Merged - Orders that are being merged.

12. For Jetpack - orders that have SKUs for Jetpack will go here until the JP system picks up the order. Once JP picks up the order, it will go to “3PL: Processing”.

Cautionary Notes:

• Ensure you select the correct brand folder when searching for orders.
• Double-check notes before submission as they cannot be altered once submitted.
• Always place an "!" in front of the first word in your note.
• Only move orders from Incoming to Hold; do not change other folders manually.

Tips for Efficiency:

• Use keywords and formatting in notes for automated actions.
• Regularly check the Incoming folder for new orders.
• Communicate any issues or questions promptly for clarification.

By following these steps, you can effectively use Order Desk to manage orders for Radiant Me, Del Mar Laboratories, and potentially Suncoast, ensuring smooth order processing and customer service.

cc: https://docs.google.com/document/d/1m9GmY2onfgl3l4EpE4ILWkAFW4sdD8F1KvOuW5kYtwM/edit?usp=sharing