Finding Orders in Shopify
When a customer asks about their order on the Kellogg’s Store, check on the order in Shopify for more context. Every CSR should have a login to Shopify. If not, notify the TMP Account Manager (Joe) for access.
To find the order in Shopify, you will need to copy the email from the Freshdesk ticket and paste in the Shopify search bar.
The customer’s email address can be found in Freshdesk by opening the ticket and hovering over the customer’s name. From here, a box should appear with the email address. SEE SCREENSHOT:
From here, go to Shopify under Orders and paste the email into the “Order Search” to find the order. SEE SCREENSHOT:
If you are unable to find the order, please reach back out to the client and ask for the email address they used on the order. You can also try searching by Customer Name.
If you are still having trouble finding the customer, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.
NOTE: Please remember to take notes in the comments section of the order whenever you make a change to an order.
