📨 Order Fulfilment

This section outlines the fulfilment and activation process for both eSIM and physical SIM orders placed through the Shopify website. It’s important for CSRs to understand the customer journey, what happens automatically, what the customer needs to do, and where the CSR team gets involved. From automated emails and digital downloads to activation forms and manual processing, this guide walks you through each step so you can support customer inquiries, track orders correctly, and troubleshoot any issues efficiently. Please refer to this process whenever handling order-related questions or fulfilment tasks.

Shopify Orders

• Once an order is placed, customers automatically receive:
  • Email with instructions and a button to the digital download.
  • Digital download with the same instructions.
• Customer Action Required:
  • Submit their activation request via the relevant form:
    • Most countries: Google Form.
    • EE UK: EE Airtable form.
    • Indonesia: Indonesia Airtable form.
    • Japan KDDI: No form required – activation is processed immediately.
  • Info required:
    • Order number
    • Email address
    • Arrival date
    • Passport (if needed)
    • IMEI/EID (for US providers only)
• Once Form is Submitted:
  • CSR team processes the request.
  • Confirmation email is sent to the customer once activated.
• For Vodafone Spain and Orange Spain eSIMs:
  • Customers receive a “processing email” explaining the eSIM will be sent from 7AM on their arrival date.

Carrier Spain eSIM [#INV1234GS]: Request Processed

Hi,
Thank you for your Orange Spain eSIM Submission Request for order [#INV1234GS].

We understand your Arrival Date is 16/04/2025. Please note we have processed your request. Orange Spain eSIM QR codes are generated around 7am (Spain/CET (UTC+01:00)) on your arrival date, so we will send this through once the QR code has been generated along with instructions on how to install your eSIM.
If you have any questions, please do not hesitate to contact us.

Kind regards,
Customer Service Team

• On the arrival date, send another email with the eSIM QR code and any instructions.

1. Prepare the SIM and printed user guide.
2. Scan the SIM and assign it to the correct Shopify order.
3. Add tracking and mark the order as fulfilled in Shopify.
4. Pack in an envelope with printed address label.
5. Take to the post office before 4PM AusPost collection.

eBay Orders

• Wait for internal fulfilment note before marking as fulfilled:
  • Example notes:
    • 12/04 eSIM submission message sent - YL
    • 13/04 eSIM has been sent - JC
• Only mark as fulfilled once one of these notes is present.

• Same fulfilment process as Shopify.
• Make sure tracking is uploaded and order is marked as fulfilled.

Amazon Orders

• eSIMs
  • Print user guide.
  • Place user guide in an envelope with barcode (example provided separately).
  • Bundle envelopes in bulk based on stock requirements and send to Amazon FBA.
• Physical SIM Cards
  • Three UK SIMs
    • Apply a sticker to the front of packaging with a link to the online user guide (via Global Starlink website).
  • T-Mobile & AT&T SIMs
    • Use Global Starlink retail packaging that includes:
      • Printed user guide (similar to the example provided about)
      • SIM ejector pin
      • Front sticker with activation instructions
  • Package stock in bulk and send to Amazon FBA based on demand forecasts.

• All Amazon orders are Fulfilled by Amazon (FBA).
• No fulfilment actions are required by the CSR team.