Shopify SOPS 20

• [SHOPIFY] How to Navigate through Shopify/Order Guide
• [SHOPIFY] Gift Card Overview
• [SHOPIFY] Create Draft Order
• [SHOPIFY] How to Check Inventory Stock
• [SHOPIFY] How to Locate Gift Cards

View all 20

Agent SOPS 17

• Label Created/Invalid Tracking SOP
• [GLOBAL] Locating expired Promo sale prices in Shopify SOP
• Reporting Issues or Trends SOP
• [PHONE] Non CS Related Call Screening
• [GLOBAL] Adding Items to Existing Orders SOP

View all 17

Escalation Agents SOPS 18

• [MORPHE] Rewards - Adding Points for In Store Purchase SOP
• [SCI] Canada Prepaid Label
• [UPS] How to RTS a Fraud Order (Quantum)
• [Quantium] Australia Requesting a Pre-Paid Label SOP
• [CLUTCH] Reviewing Gift Card Orders Flagged for High Risk of Fraud

View all 18

Resource 19

• [ONBOARDING] Training Checklist
• [GLOBAL] When to Escalate Tickets to Escalations
• [GLOBAL] Promos
• [JACLYN] Cosmetics Matrix
• MORPHE Rewards Customer Account Overview

View all 19

Product Information 6

• [MORPGLOBAL SKUs
• [JACLYN] Product (Holiday 2019)
• [MORPHE + 3rd Party] Discontinued SKU's
• [JACLYN] Product Ingredient Matrix
• [JACLYN] Liquid Lipstick Dupes

View all 6

Freshdesk SOPS 5

• [FRESHDESK] Merging Tickets
• [FRESHDESK] Forwarded Emails
• [Global] Cancellation and Address Update Requests
• [FRESHDESK] Creating a Ticket and Sending an Email
• Freshdesk- Quality Ticket Fields

Call Scripts 5

• [GLOBAL]- Damaged/Defective Item(s) Within Warranty
• GLOBAL – Product Inquiry
• GLOBAL – International Order Status
• GLOBAL - Order Not Received
• GLOBAL - Cancel Order