Scorched CRM

Shopify Link:

• Store name: Scorched Survival

  • CRM Link: https://royalzi.myshopify.com/admin 

• Store name: Scorched Sport

  • CRM Link: https://curvicure.myshopify.com/admin

• Store Name: Scorched Goods

  • CRM Link: https://cozy-croo.myshopify.com/admin/

• Store Name: Scorched Life

  • CRM Link: https://my-modern-self.myshopify.com/admin

• Store Name: Scorched Outdoors

  • CRM Link: https://happyhoo.myshopify.com/admin

Login Credentials:

• Username: pegagent@profitexpansiongroup.com

• Password:   PEgr0cK$S$!Sep2024CsS

Konnektive CRM:

CRM Link: https://crm.konnektive.com/

*Individual Logins*

Select Company: Scorched

CRM Instructions:

Konnektive is used for billing and VIP subscription while Shopify is used for fulfillment and order management. Once an order is placed, it is placed in Konnektive then will be exported to Shopify.

UPDATE: Do NOT refund orders that are not yet exported to shopify.

Additional Policy:

Same Day Cancellation - Orders are being fulfilled quicker than expected. We are changing the timeframe to update an order or cancel to 12 hours. Vest size changes are the only exception - those can be updated as long as it is not yet fulfilled on the order.

Refund Modification Rule - If a refund amount is under $250, process in CRM. However, if the refund amount is over $250, ONLY submit a CIF and inform the customer that it will be escalated for a review.

Processing Guideline:

1. Same Day Cancellation (Whole order)

   • Do not refund until order is exported to Shopify.

     • Refund on Konnektive first. Check if it will be refunded automatically in Shopify, if not, modify the Shopify account accordingly.

     • Issue refund and cancel the order.

     • Submit CIF if order has not been exported.

2. Same Day Cancellation (Part of the order only)

   • If only part of the order needs to be cancelled, order needs to exported to Shopify before we process any refund on Konnektive .

     • Submit CIF if order has not been exported.

   • If already exported, refund on Konnektive first. Check if it will be refunded automatically in Shopify, if not, modify the Shopify account accordingly.

     • If refunded automatically, check if unwanted orders were removed by the system. If not, you can remove it manually without processing any refund amount.

       1. Click refund and select the product that needs to be removed.

       2. Set the refund amount to $0.

       3. Process

3. Non-Same Day Refunds

   • Refund on Konnektive first. Check if it will be refunded automatically in Shopify, if not, modify the Shopify account accordingly.

How to Add free battery:

• 1. Create New Order

  2. Search the Customer Name

  3. Select Free Battery

  4. Click "Mark as Paid"

ASKING FOR AN RMA EMAIL

We are now able to send an email using the Shopify CRM.

Instuctions:

1. Click the email address of the customer inside the Shopify CRM.

2. Make sure to choose the support email.

3. Use the template below and make sure to edit the information on the parenthesis to match the store name, link, customer name, and agent name.

Hi (Customer Name),

Thanks for reaching out!

Please follow our return/exchange instructions for unopened products here:

(Link to refund policy)

ex. https://www.scorchedsurvival.com/policies/refund-policy

Here is the return address:

(STORE NAME i.e Scorched Survival)

PO Box 708579

215 W Sego Lily Dr

Sandy, UT 84070

Your RMA # is: 

Note: For safety reasons we cannot accept products back which have been opened or used. For the safety of our customers and staff, no exceptions can be made. Every return will be inspected thoroughly.

Please also keep in mind that there is a 20% restocking fee, and you will be responsible for paying the return shipping.

We look forward to assisting you further.

Best,

(Agent Name)

4. Click Review email to double check the message.

5. Once it is reviewed, send the email to the customer.