POGO Help Scout Basics

POGO HelpScout Basics

View Google Docs Version -- Updated 3/15/21

HelpScout Basics:

  • There are several sections of a HelpScout inbox:
    • Unassigned - this holds all emails that come in and are currently unassigned
    • Mine - this holds emails that have been assigned to you
    • Assigned - this holds all assigned emails, including emails that have been assigned to other users
    • Closed - this is a list of all closed emails
    • Spam - this holds all emails that have been marked as spam
  • Email Tools (from left to right):

  • Reply
  • Note - use this to add a note about what’s happening on that email or tag a UGP team member with questions by using a @TheirName. These notes won’t be visible to the customer.
  • Assign - if we need a specific team member to respond to an email, assign it to them with this button. It will bring up a dropdown of names to choose from.
  • Status - 
    • Active - all emails are automatically assigned an Active status when they come into the inbox
    • Pending - If we’re waiting to respond to an email, add a note explaining why we’re waiting and use this dropdown to mark an email as Pending.
    • Closed - this will mark an email complete and remove it from the inbox.
    • Spam - this will move an email to the spam folder. 
  • Tag - Use this to record POGO form numbers so they’re easier to look up later
  • More Actions - this is where you can delete, follow, forward, and move emails.
    • Forward - when you forward an email, it will start a new thread with the forwarded message. The original email will still be in the inbox.
    • Move - sometimes messages come into the wrong inbox. When that happens, we need to move them to the correct inbox. Most often, this means moving inquiries for POGO pricing to the Help inbox.

  • Customer Profiles: If a customer has ordered under the email address they used to contact us, their profile will pop up on the side of their email. It will include their contact information, previous emails, and list of orders.
  • Looking Up Old Conversations:
    • If you’ve forwarded an email, you can look up the original thread by clicking Show Original Conversation or clicking the three dots in the reply.
    • If a customer replies saying they’ve answered a question or written their answers and you don’t see it in the body of the email, always check the Show Original. Sometime HelpScout hides their answers but they can be found there.

Types of Emails & How to Respond:

Shopify Emails & Chargebacks:

These will always come from Shopifycontact@undergroundshirts.com. Tag @emilyRi in a note and mark pending. Webstores will take care of this.



Sizing Requests:

All POGO forms should have size charts for all items. Sometimes they’re left off on accident. You can search for garments some by style number or name on undergroundshirts.com and share them with a customer. What you never want to do is recommend a specific size. The customer must always pick their size. We just provide sizing information.

Check Out Errors / Unable to Add Items to Your Cart:

Shopify no longer supports Internet Explorer. That can cause problems if someone is trying to order while using IE. You can look to see which operating system a customer is using in the information below their email. We have a canned response to deal with these types of emails. It’s called Check Out Error. Use that to reply and close out.


Order Status:

To look up an order in the POGO system, we need a customer’s order number, name, or email. The easiest way to look it up is with the order number. Please note, you’ll need to drop the “U” from their number in order to see all results that pertain to their order.

Without opening the form, we can see this form ended on 11/06. It’s set to ship out on 11/23 via individual ship. This can also be set to:

  • Group Pick-Up: we’re collecting all orders and shipping all of them to one person (usually the POGO organizer)
  • Both - Choose At Check-Out: customers are able to choose between pick-up and individual shipping. This is a new type of form and may show as an individual ship on the search page. You’ll need to click into the form itself to verify the shipping type. 

Possible Statuses

  • Still Active: form is still taking orders, use Distributive Ship - Active or Pick-Up Active canned responses (active forms will also be highlighted green in the POGO system)
  • Closed: form is closed and currently in production. Use Distributive Ship - Closed or Pick-Up Closed responses
  • Shipped: form has shipped. Use Distributive Ship - Shipped or Pick-Up responses
  • Lost: if a customer reaches out about a lost package, use the Distributive Ship - Lost response

Adding Additional Items

We can’t update the items in a POGO order once it has been placed. If a customer emails in asking about this, use the canned response called Adding Additional Items. This explains that we have to cancel/refund their original order so they can place a new order. 



Canceling Orders

Canceling orders is easiest when an order form is open. You can look up an order and click “Cancel” to cancel the entire order or you can click “Refund By Product” to remove a certain item. 

If a POGO form has already closed, canceling an order gets a little more complicated. Tag another team member or leave it in the POGO inbox with a note.  

Damaged Or Lost Garments / Replacements:

If a customer needs a replacement or has a lost package, please let them know we’re working on a replacement and then tag @emilyri in a note on the email or forward that to pogosetupquestions@undergroundshirts.com. Those two groups are currently handling all POGO replacements.

Returns / Exchanges:

In general, we do not offer returns or exchanges for POGO due to the fact that they’re custom items. Use the No Exchanges canned response if a customer asks about that. If you have a situation that you think warrants a courtesy return/exchange, add a note explaining why, let the customer know we’re looking into their order and will reply shortly, and leave the email pending in the HS inbox.

Updating Shipping Addresses:

We can only update a shipping address if an order has not already shipped. To do this, look up the order and click Edit. Then, you can update the address and save it.

Most Used Canned Responses:

  • Adding Additional Items - use if someone asks about adding to their order
  • Already Shipped - Can’t Change Address -- use if someone asks to update their shipping address after their order has shipped
  • Cancel Confirmed - confirms their order has been canceled/refunded
  • Check Out Error - explains why we can’t use Internet Explorer with POGO
  • Distributive Ship - Active
  • Distributive Ship - Closed
  • Distributive Ship - Shipped
  • Pickup - Active
  • Pickup - Shipped
  • Shipping Address Change - confirms we’ve updated a customer’s shipping address
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