7/11/24 Meeting · Operations

Update address not translating to Seal

What is the long-term resolution + timing?

Long-term resolution is migrating from Seal to a different subscription platform. The reason for this is that we’ve confirmed with Shopify that there isn’t a feasible solution or workaround accessible to Tally since the problem exists within Seal (see add’l background).

Short-term resolution:

Continue to allow customers to update their Shopify default address

When an update occurs, send a notification to the #alerts-customers channel (or some similar channel) for the CSA’s to sync to the customer’s active subscription

Add’l background:

Currently the way that the shipping address is determined for a Shopify order is based on the shipping address associated with the Seal subscription

The address used by OKC is based on the address on the order object

The customer default address in Shopify what we’re currently displaying in the app but it is not what’s used for shipping

Decision on shipping confirmation email

When will new language be implemented in shipping confirmation emails?

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@Matt Schwartz

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to confirm with Haley when she can make this update and send Shayna the final copy.

Customer initiated Skip

Confirmed that “Skip” is identical for customer-initiated or CSA-initiated action - can CSAs use this feature when customers ask to skip for 2-3 months or should we continue to treat this as a true “pause”?

Financial Definition - Active if placed a order in the last 60 days.

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@Matt Schwartz

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to confirm with Nick if we are using Seal or App data to report skipped in the Customer Report.

Error message for barcode ID already registered by customer

Status update?

“No results found” for customers who do not have barcode ID in system

Product planning to address within housekeeping updates following Site Refresh Account Management upgrades launch

Two updates to consider:

Test Kit Registration - Show Anonymized email of a test kit is registered.

Control Panel - let’s see if we can get a higher hit rate within search

Duplicate subscriptions

Several customers confirm intention to open second subscription for someone else to “try” for period of time - can we enable / support this? What is the correct course of action?

Correct course of action:

Set up a second account for the second subscription

Need email, etc

Second renewal after 25 days - how do we make this more obvious to customers?

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https://tallyhealth.gorgias.com/app/ticket/130150734

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https://tallyhealth.gorgias.com/app/ticket/130571024

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https://tallyhealth.gorgias.com/app/ticket/130303928

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https://tallyhealth.gorgias.com/app/ticket/130969869

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Was in the checkout flow until last week. Unfortunately we baked this in to make up for limitations with our logistics partners.

The second charge comes much earlier in 25 days - that is where these customers are frustrated.

Add this in the ramp up / welcome instructions email.

Welcome email

test kit will ship separately from supplements

Customer removing Vitality from renewal via “Skip” being flagged as malformed - how do we confirm true malformed v. intended action and remove the latter from malformed report?

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#5565

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Let me ask Nick.

Validations in place to check for incorrect emails or information entered into the wrong fields

Ex: customer enters email address in last name field → results in rejected order in OKC

Let’s ask OKC to see if they can fix this and/or have them update their error log.

Frozen screen - unable to manage subscription

https://tallyhealth.gorgias.com/app/ticket/125949758

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@Shayna Lans

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to put this in the tracker.

Failed payment

Generic/reset email for update payment link - update payment method email tied to ShopPay if subscription initiated via ShopPay - customers want to remove ShopPay altogether

Interim solution for this? Two customers currently have two separate subscriptions that need to be merged - not scalable

Matt to record videos for Shayna. Ticket in the backlog already.

Reactivation Flow

Based on our last conversation we had talked about starting a reactivation email flow.

Any update here?