Sample Order request flows into Fresh desk
- Ticket is assigned to Junvie to handle
- All orders are Time Sensitive and need processed same day unless request comes in at the end of the day.
-Inbound Request may include more than 1 attachment . Please be sure to always double check all contents per each sample order attachment.
Important:
1. It is extremally important to provide updates to the Sample Team Member that sent you the Sample order request.
2. When responding to ticket --> If group email address legacypurchaseorders@thelegacycompanies.com is CC'd on the ticket --> Please Remove the group email address.
Example: 
| Question/ Information | Answer | Comments |
| Who will I receive Sample Order Requests From? | Hunter Stephens Jeff Kuehn Christi Stillmark Brent Duke Caitlin Windsor Ben George | * |
| M3 Customer ID | 50816 | Samples Orders are all processed under same customer id |
| Carrier ID : Orders shipping to a Home (Residence) | UPS GND RESI | Select this carrier unless the dedicated Sample Team has given specific shipping/delivery instructions. Examples of specific shipping/delivery instructions: 1. Team states to Ship Expedite Shipping 2. Team advises order needs to ship deliver by a specific date . |
| Carrier ID: Orders shipping to a Warehouse or Business | UPS GND COMM | Select this carrier unless the dedicated Sample Team has given specific shipping/delivery instructions. Examples of specific shipping/delivery instructions: 1. Team states to Ship Expedite Shipping 2. Team advises order needs to ship deliver by a specific date . |
| Extremely Important: When do I need to ship order "Expedite Shipping | The type of Expedite shipping will depend on what information the Team provides. | Sample orders are time sensitive and we need to be sure we are processing for the correct shipping method |
| Are the orders processed at "0" dollars | "YES" - This includes No S&H Fee | * |
| What do I do if order cannot ship complete from just 1 warehouse | Process an order for each warehouse order is shipping from. | Example: Sample Order PO: 2 - products need to ship from PKY 1- Product needs to ship from WFL You would process 2 -M3 Orders & email each warehouse separately where the order is shipping from |
| What Warehouses Can orders process from | HNJ Warehouse PKY Warehouse SNV Warehouse WFL Warehouse | For all other warehouse (excluding in line table below) - Reach out to Lisa for assistance |
| Orders Cannot be processed from following Warehouses | HNX Warehouse PKX Warehouse SNX Warehouse WFX Warehouse | These warehouses are "Returns" . Product is NOT available for Order Processing |
| Point of contact PKY Warehouse | Send email to: Leslie Smith Matt Hepp | CC on email: Lee Searcy Angelo D'Agostino Lisa Long Jiear The person who sent the request to you |
| Point of Contact HNJ Warehouse | Send email to: Michael McLaughlin Maycol Rodas | CC on email: Lisa Long Jiear The person who sent the request to you |
| Point of Contact SNV Warehouse | Send email to: Nadine Morioka Andre Parker | CC On Email: Lisa Long Jiear The person who sent the request to you |
| Point of Contact WFL Warehouse | Send Email to: Gigi Sprague Carla Rondon | CC On Email: Lisa Long Jiear The person who sent the request to you |
Canned Response Requests I have created for ticket handling.
| Canned Responses and their description |
| Title Of Canned Response | Description |
Sample Order- Providing Order Number Confirmation | Providing the M3 order Number (NON- EXCEL FILE) Requests |
Sample Order -Providing Order Tracking Number Confirmation | Providing the M3 order Tracking (NON- EXCEL FILE) Requests |
Sample Order Product On Reserve - Confirm how to proceed | Advising "All" stock is reserved for 1 or more items . -Asking how to proceed |
Sample Order Product Out of Stock - Confirm how to proceed | Advising Product/Products are Out of Stock -Asking how to proceed |
Sample Order Requesting Carrier Method | Typically a Compact Sample Request & unsure what carrier to select for order processing -Asking to provide the Carrier Method |
Sample Orders - Team responded (Reserved/OOS) Once product becomes available process order | Team has responded how to proceed -You are acknowledging once product is back in stock you will procced with order processing |
Sample Order- Sending Follow-up ( Did Not Receive Response from the Team) | You reached out to the Team with a question regarding the sample order and the Team did not respond back (Example: Product OOS, On Reserve, ETC) - You are now sending a secondary follow-up asking how to proceed |
| Sample Order -Sample Order - Team advised to cancel Sample Order | If for any reason Team advising to cancel the Sample Order Request -You are acknowledging that you will cancel the sample request |
Sample Order-Excel File- Processing Order Confirmation | PDF Excel file with many orders to processed "ONLY" Responding with a confirmation acknowledging you are processing the order |
Sample Order -Excel File - Providing Order Numbers Confirmation | PDF Excel file with many orders processed "ONLY" -Providing M3 Orders |
Sample Order- Excel File -Providing Order Tracking Numbers Confirmation | PDF Excel file with many orders you have processed "ONLY" -Providing M3 Order tracking's |
The ticket will always include a "Sample Request Form"
Step 1:
1A) -Open PDF with Sample Order Request. It is extremely important to view body of ticket and the sample request form
- Check M3 for ALL product availability
-If all product is in stock (Available) --> Process order
-Response with canned response --> Sample Order Number Confirmation
**Please Note: If order needs to ship from more than 1 warehouse --> Process a separate order for each warehouse
1B) - If a product/products are not available (Out of stock) --> Provide canned response
- The Dedicated Team will advise how to proceed
1C) - If a product/products are not available (ALL On Reserve) --> Provide canned response
- The Dedicated Team will advise how to proceed
Step 2: Send email to dedicated warehouse providing order number and advise to please ship.
Step 3: Set ticket status as :WOTP
Step 4: Keep a close eye on the order/orders
- Once order/orders have shipped --> Provide canned response --> Sample Order -Providing Order Tracking Number Confirmation 
Step 5: Set ticket status to :Resolved