Types of POGO Emails & How to Respond

Types of Emails & How to Respond:

Updated 3/15/21

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
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