Ghost Orders (No order comms received/ No order visible on profile) SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Context

  • Step 1 - Troubleshooting

  • Step 2 - CS Ops escalation

1. Purpose

This SOP covers the process that needs to be followed when a customer claims that they have not received an order confirmation or states that they are not seeing their order on their JDS Profile. This is often referred to as Ghost Orders.

2. Procedure

Context 

When customers place an order on JDsports.co.za successfully, they should receive a confirmation email via the email linked to their JD Sports Profile. The customer should also be able to view their order via the profile section when logged into their JD Sports profile. Customers will reach out to JDS Support when they do not receive an order confirmation email, or they are not see their order on their JD Sports profile. The steps below will allow us to identify why the customer is unable to find any sort of confirmation that the order was placed successfully and it will allow us to resolve the customer.

Step 1 -  Troubleshoot with the customer

1.1) Try to locate the customer's order on BashAdmin (order search & Comm search) using the contact number, order number or email address. If the order can be found, check whether the email address the customer is using to log in is the same as the email address linked to the bash profile where the order was placed. 

• If no order can be found on BashAdmin, proceed to step 1.2

• If there is an email mismatch, advise the customer to log into the correct account. 

1.2) If we are unable to locate the customer's order on BashAdmin, request the customer to provide proof of payment for the order -

• Statements are required for Banks - interim statements are also accepted

• Requirements for Payflex & RCS - Screenshot of transaction details can be accepted.

• TFG account - confirm unclear amount - if refund SLA passed, escalate (2.1)

If the customer is unable to find any proof of payment, the customer will have to place the order again. If the customer is able to provide proof of payment, proceed to step 2.1.

Step 2 - Escalation

2.1) If the order is not visible on Bashadmin but there is proof of payment for the order (from PayU or from the customer), log a Service Request (SR) to the Omnicomm Payments Team by using the Omnicomm Payments General Tech Freshservice Request.

2.2) Refer to the Escalation Support SOP for further escalation details and steps. The SOP will cover the information that needs to be provided and how to handle feedback from the escalation team.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.