Update: Added notations to add Rob when reaching out to the dedicated Team (Odo & Rene)
Process flow.
1. Collect order details.
2. Look order up in Shopify
3. Be sure to cross reference Shopify order number in M3
4. If order is not imported into M3 , proceed to the steps below.
Step 1A: Collect consumer order details
Provide canned response: Initial: Where is My Order/Status of My Order-Collecting customer details -Countertop
Tag ticket :WOC
Step 1B: If all customer /orders details were provided initially in the ticket -> (Proceed right to Step 2)
Step 2: Log into Shopify
- Be sure to select correct brand : Top right side circled in red (Example: Omega "OJ")
- Left tool bar: Be sure you have click "Orders" (Highlighted in yellow)
Step 2A: Enter the full order number in search bar (circled in red) & hit "Enter" (Example 163038-OMG-WEB)
- If order is marked Unfulfilled (located to the right of the order number) -> Look order up in M3
- Order will not reflect the UPS tracking # (highlighted in lime green)
- If tracking is not reflecting
- Cross reference M3 (See Below)
Step 2B: Log into OIS300
- Change sorting order to "30" -> This is so you can search by Shopify Order Number
- Customer's Order Column: Enter Full Shopify Order # (Reminder: Be sure CO no & Customer columns are blank)
- If order is not Imported into M3
- You will need to reach out to the Dedicated Team to assist.
- Proceed to Step 3
Step 2 C: If Order imported into M3 & order reflects a status 77 (reflecting tracking)
- Track the order , if everything is fine --> Provide tracking to Consumer
- Then reach out to Level 3 - Rob & he will fulfill the order in Shopify
Step 3: Send an email to Odo Bastista at [email protected] and Rene Villareal at [email protected]
CC Jeff Long ([email protected]) , Lisa Long ([email protected]) and Rob Boyd ([email protected])
- Request assistance with order status not Imported into M3.
**Tag ticket as : "Pending" - (Reason to tag "Pending", we are awaiting confirmation from internal TLC)
Important: Proceed with Outlook email as shown below:
Step 4: The Dedicated Team (Odo & Rene) will advise issue with order.
- If order is stuck in system, but other issues they will force order into M3 for order shipping
- If there are order issues & the Team cannot force order into M3 , they will advise to manually re-process order. If this is the case, the order will need to be processed in M3 at "0" cost. (Rob will manually fulfill Shopify once order ships)
Key Words:
Where is My order/ Not Imported into M3
Order Not Imported in M3
Shopify Order Not Imported into M3
Status Of My Order
Where is My Order
