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Matt Schwartz
Garret Ma
Jenna FeltesHow are customers able to purchase multiple subscriptions? How can we prevent members from purchasing multiple subscriptions and establishing more than one account?Jill & Jenna: How do we treat a customer that has both a membership and a subscription in the underlying dataset? Do we treat them as both, do we treat them as subscriber? 2 categories - One-off new supplement requests put into Shopify by CSAs & duplicate orders (due to Shop Pay/Google Pay)Script catches them, CSAs reach out.Customers only have one subscription. Double subscriptions are consolidated. / / - to review existing lists to see if we are not catching all duplicate subscriptions.Garret MaCurrently using: “one off” ($249) in all instancesShould we consider bifurcating product SKU and title for replacement kits issued for “membership starter test kit” v. “membership recurring test kit”? Would save from a Unit Economics perspective Currently no way of tracking number of replacement tests accurately sent out in ShopifyOnce skip becomes available, can the CS team start treating pauses this way in Seal as well? or should we continue to pause and reactivate, as we currently do? Can we run a script to identify all launch members who are now paying full price? Can we correct this proactively?Context: I have received at least one cancellation request from a member who states that we ‘changed her to full-price without letting her know’ — I’m wondering if there are other churned customers attributable to this use case?Similar to above request
What does this mean?
Question: what is the impact to test kit cadence when a customer switches from membership to supplements (by mistake) and switches back to membership?Matt Schwartz
Should we set it as skip order?
Kyle Humphries
Kyle Humphries
James CabreraSteps in the process to create physical goodsWhich requirements substantially impact the scope, for each of the physical goods that Tally producesWhat requirements have the greatest impact on the ETA of launching new supplements and other physical goods (Ex. Names printed on supplements, capsule colors, packaging, etc)Kyle Humphries
5/30/24 Meeting
View 16 of View 18 of View 2 of Topics 12
Name
Topic
Notes
Resolution/Action
Resolved?
Skip testing
Have you all run the test cases? If so could you do so today?
Shayna Lans
Jill Frank
Multiple subscriptions / accounts
Troubleshooting malformed customers:
Ideal Flow:
Next Steps:
@Matt Schwartz
@Jenna Feltes
@Shayna Lans
Shayna Lans
Jill Frank
Replacement test kits
to follow up w/ Nick on this to flag if this is a replacement.
@Matt Schwartz
Shayna Lans
Skip feature and how we treat pauses
@Jill Frank
to schedule a 30 min as a follow up
@Garret Ma
Shayna Lans
Beta member discount lapse - script in Shopify to identify impacted customers?
to investigate subscription changes for this customer
@Matt Schwartz
Shayna Lans
Missing TallyAge test kit - script in Shopify to identify impacted customers?
needs to run this script next week.
@Nick Nathan
to start a thread w/ for remidiation
@Matt Schwartz
@Shayna Lans
Shayna Lans
“Unfulfilled” Orders in Customer Profile
to follow up w/ on this.
@Matt Schwartz
@Nick Nathan
If this is truly a Sendle issue we should confirm and update the designs.
Shayna Lans
Test kit - switching between membership and supplements
and to follow up on the answer on this.
@Matt Schwartz
@Kyle Humphries
Changing Failed Payment States
We have the option to update the failed payments flow from setting a customer’s account as Paused after all retries fail.
and write questions for to send out to her network.
@Matt Schwartz
@Garret Ma
@Melanie Goldey
Shayna Lans
When customers update their address via the member app, default shipping address is not updated within Shopify
Need examples of customers to review to determine root cause:
This is most likely due to Shop Pay. Let’s create a best practice gude for Shop Pay.
It would be helpful for product & design to understand the process that Ops, brand design, and others use to develop requirements and designs for Tally Health’s physical goods such as pamphlets, supplement packaging, and test kits. Specifically, it would be helpful to understand:
Skip Order release downtime
Account section won’t be available to customers for ~2 min during release. The reason for this is that we’re making a security update about how Shopify integrates with accounts.
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