New Large Order Process

New Large Order Process

Purpose/Goal

The purpose of this SOP is to establish a systematic process for identifying new large orders so we can ensure that orders are accurate and non-fraudulent. 

Resources Needed

Gorgias 

Shopify 

Slack

Step 1 - Check Priority Inbox

Step 2 - Pull Up the order/Send Email

Step 3 - Confirm the New Large Order in Slack

BEFORE YOU START: You will be checking this inbox from Gorgias

1. Anytime we get a new large order for around $200, we automatically get a ticket in the Priority Old School Labs inbox on Gorgias. We do not reply to this email directly, we will be creating a new ticket.

BEFORE YOU START: You will need to copy the order number in the ticket on Gorgias for the next steps.

1. Pull up order in Shopify 

   1. If they have more than one order you can close the ticket in Gorgias and move on. 

   2. If this is their first order please proceed to the next steps. 

2. Copy email in shopify and go back to Gorgias. 

3. In gorgias click on “Create New Ticket”, you can find this option in the uppper right hand in Gortgias. You may need to click out of the ticket by clicking on the priority inbox again to get this option. 

4. In the “To” field enter customers email address

5. In the from field please make sure the sender email address is “hello@oldschoollabs.com” 

6. In the macros search for “$200” and use the “$200 Order Confirmation” template. Fill out as necessary. 

7. Close out ticket in the priority inbox.

BEFORE YOU START: This next step will only be completed after customer emails back and confirms order. 

1. Once customer emails back in and confirms order please let Bahij know that order was confirmed in the ops_osl_customer-service slack channel.

2. You can close ticket in the steve inbox no need to respond.