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3/7/24 Meeting

View 5 of View 18 of View 2 of Topics 12

View 5 of View 18 of View 2 of Topics 12

Name

Topic

Notes

Resolution/Action

Resolved?

Account Creation for New Test Registration

Customer are buying test kits as gifts to friends

Friends are unable to register the tests because they were the original purchaser of the test kit

Work around is for us to wait for the gifter to write to us that there is an error, and then manually create a profile for the gifted - but this is a bad customer experience

Revisit account creation at registration in these cases?

Short Term:

SOP + Help Center Article

Medium Term:

Create a new flow and scope it with Nick

Account creation at test registration

Long Term:

Gifting option at checkout

Gift Cards

Gift cards - 3 - 6 - 12 month memberships

Deprioritize

Stop Shopify for allow customers to have 2 membership

Although few, some customers are purchasing two memberships. We believe this is being done via Shopify and not our website.

Any way to stop Shopify from allowing for this?

Will get caught in malformed orders. otherwise we have a script that checks for this.

Ability for CSA to transfer membership accounts to other emails

For customers how have two membership (e.g., wife and husband), is there a way for us to transfer the membership of one to a new account?

This cannot happen.

Failed payments - automatic charge

Once payment method is updated in Shopify, we rely on customer to notify CS of update before we can process charge — when does the next charge automatically go through?

Can Shopify automatically push the charge?

Let’s just let this one rest?

Automatically lift paused memberships after 3 months in Shopify

Currently, CS is “snoozing” tickets in Gorgias to remind themselves to manually lift the membership pause after 3 months — is there any way to automate this?

Let’s scope this :)

Bulk shipments - impact to TallyAge kits and Action plans?

⁠

https://tallyhealth.gorgias.com/app/ticket/111590512

⁠

Customer would like to establish cadence of bulk shipments (once every 3-6 months) — do we have ability to support this in Shopify? How does this impact Action Plans?

Updates to discount codes

Updated customers from the

old discount code

⁠

2VE8P2TJXC1A

⁠

If we run into this into again post in the slack channel.

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