Update: 5/28/2024: Added the Please be warehouse section. And in the Point of contact section Angelo is now again reflecting in the "To" instead of the "CC" when emailing PKY warehouse with order demands.
Update: 6/5/2024: Point of Contact Section: Chris Fudge is now only CC'd on the email thread. (No other changes have been made)
Demands: Status of my order (Online Shopify Orders & Manual M3 order entry orders)
1. UPS Label reflecting "Label Created"
2. UPS tracking reflecting a red error message "No record found"
3. If M3 reflects order in status 66 or 77 but does not have tracking entered on order
4. Order in a status 33 or 44 for 2 business days or more from time order was placed or manually entered
5. Expedite "Air" shipping Order not in a status 66 or 77 with tracking by the next business day of placing order or manual M3 order entry.
***Please be aware: If PKY warehouse does not respond to the email , be sure to recheck M3 order status.
*** Please be aware: If PKY warehouse does not respond to email (Label created or red error message for UPS tracking , double check tracking in UPS .com to see if tracking has been updated. --> If no change send a 2nd follow-up to warehouse asking to advise an update of order.
****Online Shopify orders not imported into M3 your point of contact is Odo and Team. Please do not reach out to PKY warehouse for this type of request.
Point of Contact:
TO: Leslie Smith @ lesmith@thelegacycompanies.com and Angelo D'Agostino @ adagostino@thelegacycompanies.com
CC: Lee Searcy @ lsearcy@thelegacycompanies.com , Chris Fudge @@cfudge@thelegacycompanies.com , Lisa Long @ lisa@omegajuicers.com , Jeff Long @ jefflong@omegajuicers.com
Reach Out to PKY Warehouse and ask to advise status.
Format of Outlook email to warehouse
A) - Subject Line --> The M3 Order Number, Full Customer Name , Issue
** (example: Order 1000000000, Lisa Long Test, Label Created, No movement)
B) - Body of the email include M3 order Number and Consumer first and last name
- Provide detailed reason we are reaching out for assistance with order.
- Include a Snip It of the M3 order screen and highlight order line
- Include a Snip It -> If UPS tracking is showing Label Created (no Movement)
- Include a Snip It -> If Red error message for tracking (will not have movement)
- Include a Snip It -> If M3 is showing status 66 or 77 with no UPS tracking on order
IMPORTANT : Reach out to Level 3 (Rob/Colleen) directly for Shipping Errors:
1) Short Shipped order and we have Product in stock.
2) Warehouse Shipped incorrect Product.
3) Warehouse shipped using incorrect shipping method: Order reflects: Next Day Air, 2ND Day Air , UPS Ground & warehouse shipped using a different shipping method than what is showing on the order. 4)Warehouse Double Shipped the Order.
5) Order is cancelled in M3 (if Online order also cancelled in Shopify) - Please be sure to referenced the internal notes in the ticket for history of order.
5) Canada, Puerto Rico, Virgin Islands order returned to us because of No Commercial Invoice enclosed.
A Few examples below of order issues
Example #1: Order status 77 (Label Created- No Movement)
Example #2: Order status 77 (No tracking on order in M3)
Example #3 - UPS tracking is reflecting No record found
