Purpose/Goal
The purpose of this SOP is to assist a customer when they are unable to get into their MyAccount on the Old School Labs website.
Resources Needed
Step 1 - Identify if Password Reset/Account Activation Needs to be sent
Step 2 - Email Customer Back
BEFORE YOU START: Our MyAccount is a place where customers can view previous order history (orders only tracked after an account was made), manage subscriptions, and view their reward points. You will get MyAccount requests via DM, Chat, or Email.
When you get an email about being unable to log into their account or reset their password, this is typically because they have not completed the account setup; in both cases, you will either select “Reset Password” or “Send Account Invite.”
You can do that by going to the customer's profile in Shopify, clicking more actions, and then selecting “Reset Password” or “Send Account Invite.” Either option will work!
BEFORE YOU START: Please only email the customer back once you have sent account activation or password reset.
Once step 1 is complete, please use the template “Account Invite/Reset Password Sent” and close the ticket.
● Explain how to check if the process is performed correctly and meets quality standards. This can include verification steps, checkpoints, or measurements.
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