Order Status Inquiries

Follow the instructions below to review the order. Write your update as you go, but do not send it until you reach the 'Send Response' step, to ensure you include all valuable information. Question 1: Does the order status or comments have any information? Check the order status & comments on the order to see if there's any notice or reason for delay, if order is delayed. If order is only marked as 'Unfulfilled' and no reason is noted Proceed to step 2 If order is marked as 'On Hold', or otherwise has a reason noted Write your update to the the customer accordingly - Do not send the update yet until you've completed this entire SOP. If the products are on hold because they are currently in production, then verify that this product has been updated recently. Question 2: Does the Kitchen Page & Product Page show a recent production update on this product? Open the product's admin listing Scroll down the product the Product Metafields section. If you know for a fact that this pin is currently in stock and being shipped, then skip to next step. Otherwise, follow next steps to update the product listing page. Check to see if the 🏭 Production Status Last Update field has a date within the last 7 days. If yes This means the product details were available publicly - Inform the customer that we have 'The Kitchen' page to let them see production status anytime, and let them know to watch their email for emails titled 'Kitchen Update'. If no First, check if this product update is outdated. Post this item to #staff and ask the team if anyone has updates on this product. If yes, ask them to update the listing and provide a direct link to make the task easier for your team mate. Question 3: SHOULD the Kitchen/Product Page show a production status for this product? If the product is 100%, without a doubt, in stock, yet shows on the Kitchen page, then remove it by clearing the 🏭 Production Status field. No need to inform the guest about any Kitchen information. Question 4: Who needs to take action on this? If order is in stock, and needs to be shipped, add a 'ship' tag to flag it for priority. Post to #shipping-dept to inform the team that this item needs attention. Include the order number and any important information. Assign this to a specific PERSON on the team and discuss when the order can be addressed, and agree on a date and time when this should be taken care of. Question 5: How will you make sure this doesn't slip through the cracks? Question 6: How will the Guest recieve confirmation of the actions taken when completed? Add a comment to the order describing the interaction, and what steps you took on this order today, and what the follow up steps are. For example: "Guest reached out for update on this order. Item looks like it is in stock, so I added 'ship' tag and posted to #shipping-dept channel. I spoke with Tina about the order, she will ship it by tomorrow 12PM. I will check on this order tomorrow to verify that a label was printed by then. Guest will recieve automatic shipping notification when label is printed." Send Response Adjust the comment you wrote into a human-friendly and readable update of information that affects the customer. An easy way to know what information affects the customer is by answering the following questions when writing your response. What did the customer want? "They want to know when they will get their order." How does this solve their problem? "The order is being shipped." When can they expect to hear back and how? "They will be notified via automatic shipping email."

Order Status Inquiries

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