Delivery recap notifications provide salespeople and order watchers with timely updates about customer deliveries. When a delivery is confirmed and the recap is shared with the customer, the salesperson and designated watchers receive the same notification by email. Users can also add individuals or teams as watchers directly from an order, ensuring the right people have access to important delivery information.
SOP: Set Up and Use Delivery Recap Notifications for Salespeople and Watchers
Objective
This SOP explains how to add watchers to an order, update delivery status, and use delivery recap notifications to keep salespeople and team members informed. The goal is to reduce manual follow-up, improve response time to customer questions, and ensure everyone sees the same delivery information the customer receives.
Key Steps
1. Understand the purpose of delivery recap notifications 0:01
Delivery recap notifications keep salespeople and watchers informed about upcoming or completed deliveries.
The same delivery recap sent to the customer can also be accessed internally.
Use this feature to stay current on delivery progress without needing to search for the order manually.
2. Use notifications to reduce manual follow-up 0:12
The main benefit is faster access to delivery information.
This helps you answer customer questions without:
Looking up the order manually
Contacting another department for updates
Use this process whenever you need a quick status check on a customer delivery.
3. Add a watcher to the order 0:19
A watcher is a user or team that receives notifications about the order.
Watchers can be added so they stay informed about delivery activity.
This is especially useful for delivery notifications and shared account visibility.
4. Open the Watcher icon and add a user or team 0:28
Go to the order and locate the Watcher icon at the top.
Click the icon, then select Plus Watcher.
Add either:
An individual user
A team
Confirm the watcher is added before moving on.
5. Update the delivery status 0:49
Once the delivery status changes, open the delivery status field.
Update the status to the correct value, such as Confirmed.
Make sure the status reflects the current delivery state before sharing it.
6. Share the delivery update with the customer 0:58
After updating the status, share the delivery information with the customer.
The customer will receive the delivery notification email.
Watchers and salespeople will also receive the same email, keeping everyone aligned on the delivery update.
7. Use the notification as a follow-up and support tool 1:12
Review the delivery recap notification when you need to confirm what the customer received.
Use it as a time-saving reference for customer support and internal coordination.
This helps salespeople and watchers stay informed about delivery progress without extra manual work.
Cautionary Notes
Ensure the correct watcher or team is added to the order before updating delivery status.
Only update the delivery status when it accurately reflects the current delivery situation.
Be aware that watchers receive the same notification email as the customer, so the information should be accurate and ready to share.
If the wrong order is selected, notifications may go to the wrong recipients.
Tips for Efficiency
Add watchers early in the order process so they receive updates automatically.
Use the Watcher feature for team visibility instead of sending separate status updates.
Keep delivery status updates timely to avoid confusion and reduce customer follow-up questions.
Use the shared delivery recap email as a quick reference when responding to customer inquiries.