LL - How to place an order in Sticky.io
This training covers placing an order for either a new or existing customer, who wants to place a one-time delivery order or a VIP/auto refill order.
Note: If someone wants to restart a previously canceled VIP order, you'll use the instructions for an existing customer below.
FYI: the "restart recurring" button in limelight does not apply to this scenario and has a different function.
Steps to take -
Video (existing customer): https://www.loom.com/share/c06e49478901469d90ee84e0b5d5bc24
Existing customer using the same card that’s on file from their previous order -
- Locate their orders in Sticky.io
- Click on a recent order number
- Scroll down until you find Place New Order & hit that
- Change the campaign to what's most appropriate:
- (233) VFI - Customer Happiness
- (239) TSM - Customer Happiness
- (358) DML - Customer Happiness
- (341) SCS - Customer Happiness
- (734) RAD - Customer Happiness
- (291) VitaCell - One Bottle [Day 0 Email]
- (324) BerbeThin - One Bottle [Day 0 Email]
- (323) AMPAlive One Bottle [Day 0 Email]
- (313) VitaCell - Six Bottles [Day 0 Email]
- (292) VitaCell - Three Bottles [Day 0 Email]
- (460) CeraLift - One Bottle (Day 0 Email)
- (556) BioShield MD Day 0 VIP - 1 Bottle
- (547) BioShield Day 0 VIP - 1 Bottle
- (542) CeraLift Day 0 VIP - 3 Bottle
- (541) CeraLift Day 0 VIP - 6 Bottle
- (536) BioShield Day 0 VIP - 6 Bottle
- (535) BioShield Day 0 VIP - 3 Bottle
- Choose the product from the list the customer wants to order
- Click the Pencil edit button to edit the price to match customer expectations if needed
- Fill out the form in its entirety including the section titled, “Affiliate / Sub Affiliate:” and enter the information needed as listed in the VFI Manual Orders tab of the CHO
- DO NOT check the consent required box (A checked box means the rebill will not go through and a manual override isn’t possible therefore the box should be left 'unchecked' and if it is 'checked' uncheck it)
- Hit Process Order
6. (TSM only) Ensure the customer is receiving the appropriate emails and add if not in Maropost.
Existing customers using a new card -
- Locate their orders in Sticky.io
- Click on a recent order number
- Scroll down until you find "Place New Order" & click that
- Change the campaign to what's appropriate
- Choose the product from the list the customer wants to order
- Click the Pencil edit button to edit the price to match customer expectations if needed
- Open the section titled, “Affiliate / Sub Affiliate:” and enter the information needed as listed in the VFI Manual Orders tab of the CHO
- Update payment card information
- Hit Process Order
- IF TSM/RAD - Ensure the customer is receiving the appropriate emails and add if not in Klaviyo
Brand new customer - Video (new customer): https://www.loom.com/share/387bfc4b668948c7b4dc804b7714e692
- From the Orders screen in Sticky.io, hit New Order at the top of your screen
- Choose the campaign you need
- Choose the product from the list the customer wants to order
- Click the Pencil edit button to edit the price to match customer expectations if needed
- Fill out the form in its entirety including the section titled, “Affiliate / Sub Affiliate:” and enter the information needed as listed in the VFI Manual Orders tab of the CHO
- Hit Process Order
- IF TSM - Add the customer to the appropriate email lists in Maropost
Free Bottle Orders: If you are manually placing an order for a promotion that offers a free bottle - for example: purchase 6 bottles of VitaCell+ and receive a free bottle of FloraThrive or 6 bottles of BioShield+ w/ Free Pulse Ox - You'll want to make sure they get that free gift.
Place the bottle order in Sticky.io and then send a message in the CH-OPS-TICKETS slack channel for our Ops team to add the free bottle or gift to the order. Make sure and send complete information - Customer Name/ Email/ Order id and what specifically you want the Ops team to do.
What to do when an order declines: https://the-hero-co-ll.helpscoutdocs.com/article/1521-ll-sticky-declined-order-reason
For test orders use: *If training, use your real name but the same address details as below*
Name: Tech Test
Billing/Shipping Address:
123 Test Street
Test, TX 78702
Email - If a test to recreate an issue, use the fake email generator tool and amend the provided email address to begin with test: http://www.fakemailgenerator.com/
Example: hictoundile1947@cuvox.de should say testhictoundile1947@cuvox.de
Email - If in training, use your new heroco email address.
Example - elana@theheroco.com
Phone number: 5125551212
To see the emails that are sent after the order is approved, leave the fake email generator website open.
* If you are doing New Hire Assignment 1, use your name@theheroco.com email address so you receive the confirmation emails
Phone - 5125555555
Test Credit card: 4141525241415252 Use CVV 555 Exp: 12/29
If you are placing an order via a website instead of Sticky.io- We have an important reporting software that does not filter out test orders.
Therefore, when placing a test order via a website or sales page - please append the order page URL with ?utm_source=testing e.g
for example https://vitacellplus.co/order/6-bottles
You would use https://vitacellplus.co/order/6-bottles?utm_source=testing
Again please add the following to the end of the URL in any sales page you are testing:
?utm_source=testing