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Self-Service Reprint Order Notifications

Nataša
  • Updated

 

Here is a broad suggestion on how we can easily provide you with information and guidelines you can use Order Status Updates to communicate tracking information for reprint orders to the end customers. 

This is specific to reprints that are created in Admin.

Instructions:

  1. Set up a webhook handler or listener to receive webhook notifications.

  2. Subscribe to Gooten’s order status updates webhook by following the instructions here.

  3. Look for specific information in the payload to identify a reprint order and the original order being reprinted

  • IsReprint indicates whether or not the order you’re receiving an update for is a reprint
  • original_order_number The Gooten order ID of the order being reprinted
  • original_external_order_id the order ID in the platform originating the order (often Shopify or Etsy)
  • ReprintItems the specific items in the original order being reprinted
  • RefundReprintReason indicates the stated reason for a reprint
  • Reordered_via indicates the source through which the reprint was created (often within Gooten Admin)
  • ReprintAgent the user responsible for initiating the reprint

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4. Once received, you can decide how to handle the information. A few examples of how this information can be used:

  • Customer Notification: You can use this information to notify the customer about the reprint and provide the new tracking information.

❗️The reprinted orders are not visible in Shopify. Do not set up automation to create a new order in Shopify. Doing so can result in the reprint order being fulfilled twice, as the new order in Shopify can also be ingested by Gooten.

 

⚡️ Using Zapier for Automatic Customer Notifications

Handling Reprint Order Information with Zapier and Shopify

  1. Setting Up Zapier for Webhook Reception

    a) Set Up a Webhook Trigger

    • For the "Choose App & Event", search for "Webhooks by Zapier"

    • Choose the "Catch Hook" trigger event

    • Click "Continue."

    • Zapier will provide a custom webhook URL. Add this URL to the Gooten API Settings

    • Send a test webhook to ensure Zapier is catching it properly

  2. Fetching Customer Email

a) Check if Email is Present in Payload

  • Use Zapier's built-in "Filter" action to check if the customer's email is present in the webhook payload. It will be available under the shipping address.

b) If Email is Not Present

i) Fetch from Shopify using Zapier

  • Add a new action in your Zap
  • Search for "Shopify"
  • Choose the "Find Order" action event (or a similar action that fetches order details).
  • Use the original order ID (original_external_order_id) from the webhook to specify which order to fetch from Shopify
  • Extract the customer's email from the fetched order details

ii) Fetch from your CRM using other data points (like address, customer name, phone number, etc.)

3. Send a Notification to the End Customer

a) Using Zapier to Send a Custom Email Notification

    • Add a new action in your Zap.
    • Search for "Email by Zapier".
    • Choose the "Send Outbound Email" action event.
    • Map fields from the caught webhook and/or fetched Shopify order to the email fields:
    • Use the customer email (either directly from the webhook or fetched from Shopify).
    • Craft a subject and body that informs the customer about the reprint and provides the new tracking information.
    • Test the action to ensure the email is sent properly.

4. Finalizing the Zap

  • Once all the actions are set up and tested, name your Zap and turn it on.

 

Tips:

  1. Conditional Actions: Depending on the information in the webhook, you might want to set up conditional actions in Zapier. For example, only send an email if the reprint reason is "damaged".

  2. Logging & Monitoring: Set up alerts or logs to monitor the Zaps. This will help you identify any issues quickly and ensure smooth operations.

  3. Optimizing Workflow: Depending on the volume of reprints, you might want to optimize the workflow. For instance, send emails in batches at the end of the day rather than real-time notifications for each order.

Caveat:

If the customer email is not available in the payload of the reprinted order, this guide instructs you to use Zapier to fetch the customer email from the original order in Shopify. Ensure that you have the necessary permissions and integrations set up to fetch this data. This extra step may introduce a slight delay in the notification process, but it ensures that the customer receives pertinent information about their reprint order.

 

 

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