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Merchandise workflow

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Overview

Workflow

Best practices

Choosing a vendor

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:

Always check the Printfection inventory and item availability before sending.

External Shopify orders

All the orders received via shop.gitlab.com are automatically forwarded from Shopify to Printfection via the Printfection-Shopify Zapier integration. On Printfection we manually process the orders and fulfill the shipments. You can always check the status of the orders in the collection tab in Printfection.

Fulfillment in Shopify

Since the orders from Shopify are auto-forwarded and fulfilled in Printfection, the only thing left to do is to fulfill the orders in Shopify as well. This is only to get the notification sent to the customer.

  1. Open the Shopify Orders page.
  2. Open the Printfection's Shopify store orders collection.
  3. Compare if all the Unfulfilled orders from Shopify are listed in Printfection.
  4. Mark the Unfulfilled orders in Shopify.
  5. Click drop-down Actions button.
  6. Choose Fulfill order option.

Canceling any external order on Shopify and Printfection

You can always cancel the pending/processing orders. All the orders including the orders via Shopify Collections using Discount Codes can be canceled.

  1. From your Printfection home page go to the Shopify store orders collection.
  2. Under the Manage tab, search for the order you want to cancel.
  3. Click Delete order button.
  4. You are done. The order won't be fulfilled by Printfection.

Please note that you should always change the status of the orders in Shopify as well.

  1. From your Shopify admin page go to the Orders page
  2. Click on the order you want to change.
  3. Press More Actions button in order to see the drop menu options.
  4. Select Cancel order option.

Printfection fulfillment notifications

The updates about the orders are sent to both merch@gitlab.com and the customer's email address. You can find those messages in the Merchandise view on GitLab Community Zendesk instance.

Tracking IDs

The Tracking ID is usually assigned by Printfection 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:

  1. Look for the requester's name/email.
  2. Go to the Printfection Reports page.
  3. Search for the order using the name/email.
  4. Copy the Tracking ID.
  5. 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
  6. 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.
  7. (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 merch via Printfection

  1. Go to any collection on Prinfection
  2. Click on Manage tab.
  3. Press the Add order button
  4. Pick the items and enter the quantity.
  5. Important: click Save order button.
  6. Input the shipping details.
  7. Imporant: click Save order button
  8. You are ready to click the Place the order button

Add or remove the products from Shopify

Adding items

  1. Gather item inventory data - contact the product's vendor
  2. Log in to Shopify
  3. 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

For more information, see this official guide

Removing items

  1. Log in to Shopify
  2. Open the Products page
    • Click on the product you want to remove
    • Scroll to the bottom of the page where you can find the delete button

For more information, see this official guide

Handling swag

Swag self-service (for advocates)

Collections

Printfection's Collection campaign is a way to easily collect orders, review them, and then place them all at once. You can manually key-in orders, import orders from a CSV file, or allow other parties to place orders through a hosted landing page.

Create a new Collection campaign
  1. Go to Campaigns tab then click Collections
  2. Click the +COLLECTION CAMPAIGN button.
  3. Enter the name,
  4. Select the option that turns on External Ordering (this option will provide you a link that allows users to place orders for this campaign).
  5. Press CREATE CAMPAIGN button.
  6. Go to the Items tab in the navigation menu.
  7. Click Add Items to Campaign and simply choose the items you want to offer in your Collection.
  8. Go to Settings in the navigation menu and update the GitLab branding (see the existing givaway settings). You'll also need to specify a payment method on this page.
  9. Turn the campaign from Paused to Running in the top right navigation menu. And that's it, you're ready to give some swag!

Last, but not least, you'll want to review the orders from the Manage page within your Collection campaign. Here you can change, update, or remove orders. Review your totals, fulfillment cost, and other details. When you're ready hit Place Orders and place them all at once!

Giveaways

Printfection has the giveaway campaigns which allow us to send a link to our customers and let Printfection handle the rest.

The giveaway campaign works like this:

  1. Choose your swag offerings & brand your redemption page
  2. Send out giveaway links
  3. Customers enter their name and address
  4. Manually fulfill the order in Printfection.
Create a new Giveaway campaign
  1. Go to Campaigns tab then click Giveaways
  2. Click the + GIVEAWAY CAMPAIGN button.
  3. Enter the name and press CREATE CAMPAIGN button.
  4. Go to the Items tab in the navigation menu.
  5. Click Add Items to Campaign and simply choose the items you want to offer in your Giveaway.
  6. Click the Manage in the navigation menu and choose how many initial links you want to giveaway (you can always add more later).
  7. Go to Settings in the navigation menu and update the GitLab branding (see the existing givaway settings). You'll also need to specify a payment method on this page.
  8. Turn the campaign from Paused to Running in the top right navigation menu. And that's it, you're ready to give some swag!

Note: Once a redemption is complete you will have the option to cancel it from the 'Recipients & Redemption' section at the bottom of the 'Overview' page. Just use the 'Cancel' button next to the order. This cancelation option is only available until the order is processed, you'll want to review orders same-day or earlier if you want to cancel them.

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.

  1. Determine MVP after merge window closes, see #release-post channel
  2. 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
  3. Congratulate the MVP via email, ask for their shipping address, as well as any other relevant information (e.g. shirt size)
  4. 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
  5. Choose a suitable gift (up to 200$ USD)
  6. Write a kind thank you message
  7. 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
  8. Verify shipment status
    • Make sure that it was sent
    • Make sure that it arrived
  9. 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 and merch@gitlab.com requests

Internal GitLab Merchandise request

Everyone can request merch in the #swag Slack Channel or email the request to merch@gitlab.com.

We can ship the package to any location:

Please include the following info for any type of request:

Notes: we recommend that you request merchandise at least 4 weeks in advance for us to be able to accommodate your request. However,

Community Advocates

Please bear in mind the list of countries we do not do business in.

Delayed and lost merchandise shipments

From time to time it may happen that the package never arrives to the customers. Customers usually complain via merch@gitlab.com, 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:

  1. Login to Shopify.
  2. Search the order by name/email/orderID.
  3. Select the order.
  4. Select the "Refund items" option.
  5. On the right part of the page, you have the fields to enter the custom value and reason for a refund.
  6. If you are not sure how to calculate the 20%, multiply 0.2 with the whole amount and that's the exact value.
  7. 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.
  8. 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:

  1. Reach out to the vendor (support@printfection.com or help@stickermule.com) and ask if they have information about that specific order.
  2. If the package has been returned or lost, consider asking them to resend it.
  3. If the vendor doesn't resend the package, do it manually asap.
  4. Always consider refunding the whole order amount to the customer.
  5. 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.
  6. Don't forget to coordinate everything with the customer (use merch@gitlab.com for conversation), apologize and find out if there's any other thing we could do for them.