Tools & Setup

Shopify

Look up customer orders, products purchased, delivery dates, and tracking info before or during meetings.

Logging In How to Search Product Name Guide Order Number Guide Important Notes

All specialists share a single Shopify account with view-only access. You can see orders and tracking but cannot edit, cancel, or refund anything.

Shared Login

Use these credentials to access Shopify

2FA verification: Logging in may trigger a verification code sent to the specialists@ email. If this happens, message Liz and she will forward the code to you. We're working on removing this step.

How to Search

Use the search bar at the top of the Orders page to find a customer's order.

Search Options

You can search by any of these

Customer name
Email address
Phone number
Order number (with or without the # prefix)

What You Can See on an Order

Information available on each order page

Products purchased (which hearing aid model, warranty, accessories)
Fulfillment status (whether it shipped and when)
Tracking number (click to see delivery date and status)
Delivery date (if not shown directly, click the tracking number to find it)

The delivery date is important for determining the 30-day return window. Count 30 days from the delivery date to know if the customer is still eligible.

Product Name Guide

Shopify product names don't always match what we call the devices. Here's how to tell which model was ordered.

If the product name contains...	The customer has
"Pro+"	Oricle Pro+
"Pro" (without the +)	Oricle Pro
"TrueFit" or "BTE"	TrueFit BTE
"hearing aid" (no Pro, Pro+, or BTE specified)	Oricle 2.0 / 3.0

Order Number Guide

Order numbers have prefixes that tell you where the order came from.

Prefix	Example	What it means
OE	OE715200	Standard customer purchase. Shows in Shopify.
OEWM	OEWM12345	Warranty replacement shipment. Processed at $0 in the warehouse platform. Does NOT show in Shopify.

Can't find an OEWM order? Warranty replacements aren't in Shopify. Search the customer's email address instead to find their original purchase order.

Important Notes

View only. Your Shopify access is read-only. You cannot edit orders, issue refunds, cancel orders, create discount codes, or export data. If something needs to change on an order, refer to CS.

Charge Discrepancies

Why some orders show unusual amounts

You may occasionally see orders where the charged amount looks off. This is a known sync quirk between Shopify and Sticky (the primary CRM where 99% of orders are processed). It's not a billing error. If a customer asks about a charge discrepancy, refer them to CS.