Run your store
After a shopper orders
Find orders, answer shopper questions, and send the right problems to AMS.
Read as Markdown ↗You will: Know your job after launch and route a shopper’s question to the right place.
What you need
- Access to your campaign dashboard.
- For a specific problem: the store name, order number if available, and a short description.
Give this task to my agent
Make a short brief for the assistant you use. Add your choices, check the brief, then copy it. Your answers stay in this browser.
Use a private conversation for order details. Leave out passwords, card details, locker codes, and private access links.
Jump to a step
What happens next?
- Shopper orders
They choose a product, delivery method, and payment.
- AMS processes it
AMS handles payment processing, production, and fulfillment.
- Order is delivered or picked up
The order’s delivery choice and status determine the next step.
- You keep the group informed
Answer store questions and handle your group’s pickup plan if you offered one.
Find an order
Open the right campaign, then Orders
Find the shopper’s order. Use its actual status and delivery choice when answering a question. A cart or a payment attempt is not proof of a paid order.
Check the details before replying
Do not promise a shipping date or refund you cannot verify. If the shopper reports a wrong or defective item, use Support and escalate to AMS.
Reply in the Support tab
Open Support
Requests sent from your storefront appear here first. Look for Needs reply.
Read and reply in the thread
The shopper receives an email with your reply. Help with group questions, store information, or your pickup plan.
Choose Escalate to AMS when needed
Send production, shipping, payment, or refund problems to AMS through the thread. Include the order number and explain what the shopper says happened.
Mark the request Resolved when handled
Keep the reply in the thread so the shopper and AMS have the same context.
Explain final sales accurately
Campaign products are made to order. Shoppers see the final-sale policy and must acknowledge it before paying. Do not promise a return or exchange for a change of mind.
AMS can review defective or incorrect items for a remedy. The store owner cannot promise or issue an AMS refund without AMS approval. Escalate the issue rather than guessing what the outcome will be.
If AMS caused the problem
AMS guarantees it will reprint, replace, or otherwise make its mistake right at AMS’s expense. AMS covers 100% of the remedy for a problem it caused.
Open the shopper’s Support thread and choose Escalate to AMS. Include the order number, affected items and counts, and clear photos when relevant. AMS will confirm the remedy for that order.
If a package arrives damaged
Carrier damage follows the shipping-insurance claim process. AMS uses XCover for these claims. Keep the damaged items, packaging, shipping label, and clear photos.
Use the Support thread to ask AMS for the claim instructions and applicable coverage. Do not promise the shopper an insurance payment or discard the evidence before AMS confirms what is needed.
Ask AMS about a partial or full refund
AMS support can handle a partial or full refund. The store owner cannot issue an AMS refund on their own. Send the order number, the affected items, the reason, and the amount you are requesting.
The service fee is 10% of the amount refunded. For Campaign Stores, this replaces the general 5% cancellation fee. AMS deducts the fee from the store owner’s Campaign Store payouts or sends an invoice. The fee is waived when AMS caused the problem.
| Example only | Amount refunded | Owner refund service fee |
|---|---|---|
| Full refund | $100 | $10 |
| Partial refund | $40 | $4 |
| AMS caused the problem | Amount confirmed by AMS | $0 |
When AMS handles customer service
The store owner normally answers shopper questions in Support. AMS can provide customer-service help for $5 per ticket, charged to the store owner.
AMS waives the ticket fee when the ticket results from an AMS defect or late production. Ask AMS to confirm the fee or waiver for the case. Keep the reply and resolution in the same Support thread.
For a non-AMS-fault case, both the refund fee and an applicable AMS ticket fee can apply. Example: a $40 refund has a $4 refund fee. If AMS also provides billable ticket help, add $5, for $9 in owner fees.
Your next steps after launch
Share the shopper link
Use Copy Link on the Launch screen or Share store on the dashboard. Open the link yourself first.
Check Orders and Support
Reply to your shoppers. If you offered school or business pickup, keep the recipient and distribution plan current.
Review Payouts separately from sales
A sales total is not the same as Available now. Check delivery holds and fees before requesting proceeds.
What to do next
- Fix a store problem Start with what you see. Try a small fix, then know when to ask AMS.
- Prices, delivery, and payouts Understand what shoppers pay, what an item costs you, and when proceeds become available.
- Optional settings after launch Keep the first launch simple. Add pages, design shopping, or email settings when you need them.
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