Sometimes, we will see someone at an event before they recieve their shipment. They may directly ask about it, or they may comment on it in passing. Anytime this happens, we need to help them by providing an update. Ask the Guest for the Order Number If they decline initially, gently insist that we want to help them, and ask if they have a moment to get it. Online orders get reciepts via email so they should be able to search for it. Lookup the order in Shopify (Green icon) to check it's status. If the order is marked "unfulfilled", then it hasn't been shipped yet. If the item is in stock, and otherwise should have been shipped, then check comments and investigate. If the order is marked as "fulfilled", then in most cases it means it was shipped. EXCEPTION: If the order was convention order that should have been shipped, it's possible that someone did not properly flag the order for shipment. Investigate and comment your findings onthe order. Provide the Guest with an update based on your findings As always, follow our Communication Standards when updating Guests. Document the interaction. Add comments to the CUSTOMER PROFILE documenting where the customer interaction happened, how it went, what you did and most importantly, What action the customer expects us to take to help them. Add comments to the ORDER to document any findings, issues requiring resolution, changes made to the order.