SHOPIFY

Shopify is a leading e-commerce platform that allows users to easily set up online stores and sell products. It provides tools for marketing, payments, shipping and inventory management. The document discusses how to use Shopify for customer service tasks like searching for customers by order number or email, leaving order notes when providing refunds or other order adjustments, and using additional apps like ReCharge for subscription services. It emphasizes the importance of empathy in customer service.

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JASIEL JOY MENDOZA

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SHOPIFY

Uploaded by

JASIEL JOY MENDOZA

We take content rights seriously. If you suspect this is your content, claim it here.

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Download as DOCX, PDF, TXT or read online on Scribd

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SHOPIFY

Description: Shopify is a commerce platform that allows anyone to set up an online store and sell their
products. Shopify is now the leading commerce platform designed for businesses of all sizes.
What we use it for:

 A platform to sell products or services

 A management tool for business owners
 App integrations for shipping, subscriptions and up-selling
 Social Media management

In this video, you will get a basic overview of the Shopify platform and get an understanding on how you will
use Shopify to perform your customer service tasks.

2. Basic Shopify Website Search and Additional Links

3. Search for Customer in Shopify
To search for a customer within Shopify, we first search by either the ORDER # or EMAIL ADDRESS.

ORDER # and EMAIL ADDRESS will always be the first way to search for customer orders!

In the event that the customer has not provided their email or order # (i.e. on IG or Facebook Message), YOU
SHOULD ALWAYS START BY REQUESTING THIS INFORMATION FROM THEM.

If they DO NOT know their order number or the email they used to place the order, you can try searching by
First and Last Name used to place the order. If you find an order for that customer, you are REQUIRED to
confirm their shipping address.

4. Creating Order Notes

***LEAVING ORDER NOTES IS REQUIRED FOR ADJUSTMENTS MADE TO CUSTOMER ORDERS.
IT IS IMPORTANT TO INCLUDE ORDER NOTES SO THAT YOUR CLIENT AND OUR TEAM LEADS
HAVE A CLEAR UNDERSTANDING AS TO WHY ORDER ADJUSTMENTS ARE BEING MADE FOR
THE CUSTOMER WITHOUT NEEDING TO REFLECT BACK TO SHOPIFY/ORIGINAL PLACE OF
TICKET***

Leaving Order Notes is required for changes to orders such as, but not limited to:
- Refunds
- Exchange
- Cancelation
- Reshipment due to Incorrect Address
- Gift Card Creation
- Discount Creation
ReCharge
Description: ReCharge Payments is the leading Shopify subscription solution for online businesses. It makes
it easy to transform one-time products into subscription options.
What we use it for:

 A solution for businesses to offer a subscription option

 Manage customer subscriptions
 Discounts offered for subscriptions
 Order and Inventory management
 Customer retention

In this video, Arman will share what we use ReCharge for, how it integrates on Shopify and how to navigate
the app.

Importance of
Empathy
Empathy is one of the most important qualities to have as a top performing customer service agent. We always
want to acknowledge our customers, step into their shoes to understand their situation, provide an amazing
customer experience and create an everlasting impression of the company brand which in turn will bring the
client returning customers.
Remember to always:

 T - Thank our customers for reaching out.

 A - Acknowledge all our customer's concerns. Step into their shoes to get a deeper understanding of
the issue(s) at hand.
 E - Empathize with our customers and show them they are a valued customer.
 R - Resolve the customer's concerns in a way that the customer is happily satisfied while representing
the face of the brand.
 C - Conclude/close with an offer to answer any additional questions, how to contact us and a happy
ending!