As a general rule, consider using Stickermule for sending stickers, since the Printfection inventory is limited. If Stickermule doesn't work for you, then use Printfection instead.
If the merch shipment includes:
only stickers, always use Stickermule
a small number of items (depending on Printfection inventory) use Printfection
a large amount of stickers and other merch, consider using both Stickermule and Printfection
Always check the Printfection inventory and item availability before sending.
MVP Appreciation Gifts
Each 22nd of the month is a release day - every release we pick a Most Valuable Person and thank them for their contributions. We send them some GitLab swag as a thank you (e.g. a hoodie, socks, and a handmade tanuki). There's also the option of sending personalized swag - see custom swag providers.
Determine MVP after merge window closes, see #release-post channel
Find MVP's contact information
An email address is usually stored in git commit data
A user might have email or twitter info on their profile
Congratulate the MVP via email, ask for their shipping address, as well as any other relevant information (e.g. shirt size)
Investigate the MVP's interests
If the MVP doesn't have a notable presence on social media, you may choose to ask them directly or send GitLab swag instead
Choose a suitable gift (up to 200$ USD)
Write a kind thank you message
Send the gift
The MVP should ideally have the gift 48h before the post goes live, though shipping to people outside the United States can take longer and usually won't make it in time
Verify shipment status
Make sure that it was sent
Make sure that it arrived
Mention the MVP gift in the release post
Make sure there's a picture of the gift in the release post if it's available
Handling #swag channel requests
Handle swag requests made in the #swag channel.
Requests for customer events or conferences
Ask in the #swag Slack Channel and ping the swag expert or any Community Advocate available.
Please include the following in your request:
The expected number of event guests
The merchandise shipping address and contact phone number
Which merchandise items you need
Note: we recommend that you request merchandise at least 4 weeks in advance for us to be able to accommodate your request. However,
If your request is urgent, please reach out to the swag expert and find out if the fast shipping option is available.
Feel free to schedule a Zoom call with the swag expert to discuss, create and place the order.
Community swag requests
Email your request to email@example.com. In your request please include the expected number of guests, the best shipping address, and phone number along with what kind of swag you are hoping for. The swag we have available can be found on our online store. Note: We recommend you request swag at least 4 weeks out from the event date or we may not be able to accommodate your request.
We get a lot of requests to send swag, and we try to respond to them all. If you would like to get some GitLab swag for your team or happening, please see below for more info on submitting a swag. Note: We recommend you request swag at least 4 weeks out from the event date or we may not be able to accommodate your request.
Here's the process for requesting a swag gift for a contributor/user/customer:
Leave a message in the #swag channel with
URL to blog post, tweet, etc.
(Optional) Shipment Address
(Optional) Items requested (with sizes if you know them)
From time to time it may happen that the package never arrives to the customers. Customers usually complain via firstname.lastname@example.org, however, keep an eye on Twitter, the #swag Slack channel and other related threads.
Please check if the package is still in transport using the tracking ID and reach out to the customer with brief details.
If the package has been in transport over 2-3 weeks, consider apologizing and refunding the 20% of the whole order using Shopify's refund option:
Login to Shopify.
Search the order by name/email/orderID.
Select the order.
Select the "Refund items" option.
On the right part of the page, you have the fields to enter the custom value and reason for a refund.
If you are not sure how to calculate the 20%, multiply 0.2 with the whole amount and that's the exact value.
Use "Reason for refund" field and write the appropriate message explaining that we are refunding 20% of the whole amount due to delayed shipping and press the Refund button.
Don't forget to apologize to the customer using the original thread (e.g. respond via the original Zendesk ticket) and offer any other assistance if needed.
If the customer complains that the package never arrived and the package status is "completed" or "delivered", consider the following options:
If the package has been returned or lost, consider asking them to resend it.
If the vendor doesn't resend the package, do it manually asap.
Always consider refunding the whole order amount to the customer.
Since we care about our community and customers, feel free to include extra item/s of your choice, create a coupon code for an apology or any other idea. In this case, the main goal is to make the customer happy.
Don't forget to coordinate everything with the customer (use email@example.com for conversation), apologize and find out if there's any other thing we could do for them.