As a general rule, consider using Stickermule for sending stickers, since the Sendoso inventory is limited. If Stickermule doesn't work for you, then use Sendoso instead.
If the merch shipment includes:
only stickers, always use Stickermule
a small number of items (depending on Sendoso inventory), use Sendoso
a large amount of stickers and other merch, consider using both Stickermule and Sendoso
Always check the Sendoso inventory and item availability before sending.
We use Shopify's Collections to automate the specific merchandise requests/campaigns shipping to the users, event participants or customers.
Shopify's Collections allow us to create a specific link and a dedicated page with items we want to offer. In order to make the items free for the user, you will need to assign a Discount Code to that Collection. This results in the user just have to open the collection link, pick the items and enter their shipping address. At the checkout page, the code should be auto-included so the price and shipping are 0.
Creating the Collection
From your Shopify admin home page, go to Products > Collections.
Click Create collection.
Enter a title and description for the collection.
In the Collection type section, click Manual.
In the Products section, search for products or click Browse, and then add the products that you want to have in the collection.
In the Collection image section, click Choose image to upload an image for the collection.
Creating and assigning the Discount Code to a Collection
From your Shopify admin home page, go to Discounts.
From the Discounts page, click Create discount.
In the Discount code section, enter a name for the a discount code (you can enter the same name as the Collection name without spaces or check the existing codes for an example).
In the Options section, select the fixed discount type.
Enter a monetary value for the discount in the Discount value box.
In the Applies to section, select what this discount will apply to: Specific collections
Use the search field or the Browse button to add the collection them to the discount.
In the Customer eligibility section, select who this discount will apply to: Everyone, Specific groups of customers, or Specific customers depending on what is the most convenient for you.
The final step is to limit the discount usage, check both options in the Usage limits section:
Limit number of times this discount can be used in total lets you set a total number of times a discount can be used. For example, setting a limit of 200 allows the discount code to be used 200 times in total.
Limit to one per customer tracks customer emails to limit discount use to one per customer.
Click Save discount.
When you complete the code setup, the code should be successfully assigned to the collection. The only step left is to click the Promote button in order to copy the shareable link of the collection.
Abusive usage of collection links
If anyone reports that the discount code is not auto-included at the checkout page, that may be suspicious (this may happen if the user already redeemed the prize). The user can enter the discount code manually - please ping the Community Advocacy Swag Expert in order to figure out the solution.
The solution is to track who included the discount codes in the Shopify order summary - you'll just need the name and email of the eligible users. If the order and discount code is placed from non-eligible users please cancel the fulfillment via Sendoso's Analytics tab.
The external orders received at our online store are automatically fulfilled by Sendoso. You can find more details about these orders in the Analytics tab in Sendoso.
Canceling any external order on Shopify and Sendoso
You can always cancel the pending/processing orders. All the orders including the orders via Shopify Collections using Discount Codes can be canceled.
From your Sendoso home page go to the Analytics tab.
Search for the order you want to cancel.
Click the big Cancel on the right side of your order details.
You are done. The order won't be fulfilled by Sendoso.
Please note that you should always change the status of the orders in Shopify as well.
From your Shopify admin page go to the Orders page
Click on the order you want to change.
Press More Actions button in order to see the drop menu options.
Select Cancel order option.
External Shopify orders
All the orders received via shop.gitlab.com are automatically forwarded from Shopify to Sendoso via the Sendoso-Shopify integration. Sendoso automatically processes the orders and fulfills the shipments. You can always check the status of the orders in the Analytics tab in Sendoso - don't forget to filter the Analytics with changing the "–All touches–" to "shop.gitlab.com" for a better breakdown of the Shopify-only fulfillments.
The manual part of the workflow
Since the orders from Shopify are auto-forwarded and fulfilled by Sendoso, the only thing left to do is to fulfill the orders in Shopify as well:
Open the Shopify Orders page.
Open the Sendoso Analytics and filter it with shop.gitlab.com touch.
Compare if all the Unfulfilled orders from Shopify are listed in Sendoso Analytics tab.
Mark the Unfulfilled orders in Shopify.
Click drop-down Actions button.
Choose Fulfill order option.
Sendoso fulfillment notifications
The updates about the external orders are sent to firstname.lastname@example.org. You can find those messages in the Merchandise view on GitLab Community Zendesk instance.
There are 2 types of notifications:
The item has been shipped - includes the tracking ID.
Example: "Woohoo! The shop.gitlab.com you sent to John Smith has shipped!". shop.gitlab.com highlights that this order was received via Shopify.
The user received the merchandise.
Example: "Woohoo! The shop.gitlab.com you sent to John Smith was delivered!
Feel free to always Submit as Solved these notifications in Zendesk.
The Tracking ID is usually assigned by Sendoso 2-3 days after the order is received. Sometimes, users may request their Tracking ID.
Please follow these steps if the user requests the Tracking ID:
Look for the requester's name/email.
Go to the Sendoso Analytics page.
Search for the order using the name/email.
Copy the Tracking ID.
Confirm that order's details match the requester. You can double check this via Shopify:
Search for the same order/person in Shopify
Compare if the items, full name, email and the dates are correct
Email the Tracking ID or the full Tracking Link to the requester.
You can always open the full Tracking Link by clicking on the Tracking ID.
(Optional step) Assign the Tracking ID to the requester's order in Shopify:
Find the order in Shopify
If you already fulfilled the order in Shopify, click Add tracking button and paste the ID.
If the order is unfulfilled in Shopify, mark it as fulfilled and then add the Tracking ID.
Sending touches via Sendoso
How to create a touch
Log in and click on the Touches tab
Click on the + Create New Touch button
Select the touch from a variety of options and click Next steps button
If you want to choose our merchandise, select BYO box under the Inventoried Sends section
Note: any physical item must be sent to our warehouse prior to creating the touch
Enter the 3 required details and click Next steps button:
Touch name for the sender (e.g. Send All)
Search the product/s
Change the Charge Cost to field to Funding Source
Pick the Community Relations source in the drop down menu below.
Under the section Shipping method enable the Allow Senders to Select Shipping method option and click Next steps
Click Finish button
Click on the Send tab
Click on the touch you'd like to send
Pick the items and enter the quantity and click Next button
Select To a single person/company and fill in the shipping info below
Please consider the following shipping options:
For the regular shipments, pick Optimized sendoso shipping
For expedited shipping, please choose between the 2/3 days or Overnight shipping options
Note that the expedited shipping works only in the US
Add or remove the products from Shopify
Gather item inventory data - contact the product's vendor
Log in to Shopify
Open the products page
Click the Add Product button
Fill out information about the item
If you don't have the information for the description, please ask/search for it and be careful - the info could be sensitive
Image is important, contact the product vendor for the high-rez photo.
Fill out the price for the item
Select "Shopify tracks this product's inventory"
Enter the weight of the product if that info is available.
Before saving the product, please check search engine listing preview
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
Everyone can request merch in the #swag Slack Channel or email the request to email@example.com.
We can ship the package to any location:
If you are attending an event, you can request the merch to arrive at your place.
If you want to send gift to the customer, user or contributor - you can request to arrive at your location so you can hand it personally or we can send it directly to the recipient.
Please include the following info for any type of request:
What merchandise items do you need.
The amount of merch needed - feel free to ask the Community Advocate swag expert for the suggestion if you are not sure.
The merchandise shipping address and contact phone number - feel free to continue the conversation via DM if you don't want to share this info publicly.
If you are giving away a swag gift to a contributor please include the URL to a blog post, Tweet or the contribution.
Notes: 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.
The swag expert should send the notification when the order is placed.
Tracking IDs are available once the package is shipped which usually takes 1-2 days.
In order to keep the orders transparent, please do not send requests via direct messages, but use the #swag channel or firstname.lastname@example.org.
Make sure you regularly check the #swag channel and the Merchandise view in the Zendesk.
If the recipient is a contributor, user or customer make sure you reach out to the recipient via email@example.com:
Thank them for their work/support
Gather the missing info needed for fulfilling the swag dropship if needed
Fulfill the shipment in Sendoso:
Go to the Send tab and pick the items you want
Add the items amount
Fill shipment info
Pick the shipping method
Click Send to complete the order
Note: we recommend you to pick the Optimized Sendoso shipping method. If you need to ship the package as fast as possible, feel free to choose between Overnight, Two Days or Three Days shipping methods (only for the US locations).
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.