Source PDF: SOP_ShopifyOrders_CustomerCare_v1.pdf
- Open the New Order
- Review the order details including customer name, address, payment status,
and shipping method.
- Fulfil the Order in Shopify
- Use Shopify's fulfilment tools to process the order.
- Where required, manually enter tracking numbers if available from the
shipping office (France or Spain).
- Mark the order as Fulfilled in Shopify.
- Upload Order to ATP System
- Manually upload the customer and order details into the ATP (Agent/Partner
Portal).
- Select the appropriate office for dispatch: France or Spain.
- Ensure ATP entry is clean and matches Shopify order (no typos).
4.2. Sample Return & Internal Processing
- Sample Returns to Main Office
- Monitor and log all returned samples from the Shopify orders.
- Admin Team Continues Processing
- Treat the case as a standard client case.
- Follow existing procedures for logging, lab upload, and result generation.
- Customer Care to Handle Results
- Once results are received, send to the client using standard result delivery
templates.
- Respond to any client follow-up or post-analysis questions as per normal
procedures.
- Notes & Reminders
- Ensure all Shopify orders are fulfilled same day or next working day where
possible.
- Double-check that the correct dispatch location is used based on stock
availability or regional preference.
- Use consistent client naming and reference numbers between Shopify and ATP.
- All communication with clients must follow EasyDNA's tone and format
standards.
© EasyDNA | SOP Document | 31.03.2025 2