Changing a Product via Activity to Grant Access - SOP

Link to Loom

https://loom.com/share/973c707cfe5544c6972c97dff3bedb44

Adjusting Activity Records in IMS

Objective

This SOP outlines the steps to adjust an activity record in IMS when a customer has purchased the wrong product without needing a refund.

Key Steps

1. Access Purchase History 0:19

• Open IMS and locate the customer's purchase history.

• Example: Find Mohammed's purchase history.

2. Identify Incorrect Product 0:33

• Check the purchased product details.

• Example: Mohammed purchased SleepCues BoardReview 2.0.

3. Determine Correct Product 0:45

• Identify the correct product that needs to be switched to.

• Example: Switch from 2.0 to 3.0.

4. Search for Product Code in Shopify 0:59

• Go to Shopify and search for the correct product.

• Example: Search for CQs, WordView 3.0.

5. Verify Product Pricing 1:18

• Ensure the price of the new product is the same as the old product.

• Example: Confirm both are $500.

6. Update Product Code in IMS 1:32

• Edit the product code in IMS to reflect the new SKU.

• Example: Change to SQBR 3.0.

7. Request Product Codes 1:49

• Hit 'request codes' to update the product codes in the system.

8. Sync Purchase History 2:00

• Search for the customer using their email or IMS ID.

• Example: Find Mohammed's record.

9. Confirm Sync Success 2:33

• Look for a green box indicating the purchase history has changed.

10. Verify Product Code in Oasis API 3:16

• Check the Oasis product code API to ensure the new product code is listed.

Cautionary Notes

• Always verify that the new product code is correct before syncing.

• Ensure that the customer is aware of the change to avoid confusion.

Tips for Efficiency

• Use the customer's email for quicker searches in IMS.

• Familiarize yourself with product codes to speed up the process.