Shipping Info Missing - Check Basecamp for updates¶

1 . Orders that are missing certain information in their addresses, will be shown as “Opened” in shipping status (in SKULabs), and also listed in the Shipping Info Missing Follow-up, each with its rejected reason.

The order will be listed on the Shipping Info Missing form due to the following reasons:

• Invalid address (wrong zip code, non existent address).
• Invalid phone number.
• Invalid recipient.
• The initial shipment was returned to the sender (sent back to Positive Grid's warehouse).
• Address includes P.O. box.
  
  2 . Agent needs to ask the customer to provide the renewed information according to the rejected reason.

Always search on Zendesk with the order number to check for any existing tickets before sending a new ticket to the customer.

3 . Create a new ticket and apply the macro accordingly:

For the cases include invalid address, phone number, recipient or the package was sent back to our warehouse (return to sender), use the macro:

#Shipping Info Missing::Return to Sender

For cases involving addresses that include a P.O. box, use the following macro:

# Shipping Info Missing::POBox

To effectively follow up the case, the macro will rename the ticket title to "Order#PG-xxxxx / Shipping Info Missing".



4 . Once sent/updated (new address updated in Shopify), fill in the form (END).
macro: #Shipping Info Missing::Address Updated
5 . Logistics team will follow up on the form and ship out the updated orders.
6 . Don't forget to close the ticket with a proper reason, e.g. "No reply from the customer, refunded" or "RS item delivered, Order#RS-PGXXXXX", and update the status to Order Shipped / Delivered / Resolved on Shipping Info Missing Follow-up.

We only need to manage orders on Shopify and Amazon, please disregard any other orders.

Shopify orders: PG-xxxxx, EU-xxxxx, UK-xxxxx, etc...

Amazon order: xxx-xxxxxxx-xxxxxxx (begins with three number and dash) Please tag the agent responsible for Amazon operations this month in the Supt-Private channel and inform them of the situation.