Requests to all suppliers, sent with requote <product> in Slack.
Supplier replies come from the Slack channels; a new lowest bid or another status in Service Points
(checked every hour) marks a request as answered.
Addresses
Orders that Service Points flagged with an address error.
The counter shows how many emails we have already sent this customer about this address
(at most 5). Every email is written here first and only goes out after you confirm.
Email the customer about the address
Enter a value
Templates (canned responses)
New template
Users
New agent
Blocked senders (spam filter)
Mail from these senders is kept but filed straight into Spam — no AI draft, no inbox noise.
New ticket
Save view
Service Points dispute
Raises a dispute with the fulfilment agent. Nothing is sent to the customer.
Accept address
Use this when the customer confirmed that the address is correct as it is (for example a house name without a number). The address itself is not changed.
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Service Points bypasses the address error and ships to this address.
The Shopify order gets the tag address-confirmed and a line in the order note.
An internal note is added to this ticket. Nothing is sent to the customer.
Merge ticket
This ticket will be merged into the selected ticket from the same customer; the messages move along with it.