Account Checks
Regular account checks are used to identify issues before they become support tickets or to escalate small issues before they become Priority 1 issues.
This is a weekly check that is action over each day.
1. Navigate to Admin/Site page for each nominated cluster
https://m5.omnivore.com.au/login/auth
https://m1.omnivore.com.au/login/auth
https://m2.omnivore.com.au/login/auth
https://m3.omnivore.com.au/login/auth
There are a number of key elements to review:
1. Alerts - at the top of each retailer dashboard there may be a red alert. This may relate to pending shipped errors, failed orders or failed jobs.
2. Products - Its is important to review the product upload on the left hand side of the dashboard to ensure that all products that can be listed are listed. This is also a great place to spot any issues with product uploads.
Things to look at - category mapping, blocked items and validation errors.
Before actioning any updates or changes it is important to reach out to the onboarding and account management teams for an overview on the account.
Where an account is not in the process of being onboarded, a test site or governed by special retailer request we would follow the following steps:
- category mapping - raise a trello card for the merchandise to complete category mapping. Include a link to the retailers dashboard and advise which marketplace they are to map
- blocked items - unless expressly asked by a retailer to do so we NEVER block or unblock items
- validation errors - where we can revalidate failed uploads or action small changed to remove errors we do. All other data related errors (UPC checks, missing data) should be escalated to the retailer with the onboarding or account manager cc'd.
3. Orders - when looking at orders the key things to look for are Retailer Notified Failure Orders and overdue Pending Shipped orders.
When you can assist and edit an order (add state, select a postcode) to process an order do so.
When looking at Pending Shipped notices, its important to understand that these are triggered after 3 days which may be sooner than the retailer can manage. As a general rule check when the last order was marked as shipped and if this is longer than 1 week raise this with the retailer.