Shipwire Flashcards
Shipwire’s services include
marketplace connectivity, order management, fulfillment, transportation management, reverse logistics, repair, recycling, and resale.
Peloton uses Shipwire specifically to
manage the shipment of Peloton accessories and spare parts.
This includes:
Cycling shoes Bootcamp weights Replacement power supply cables Tread elbow gaskets And more
In Shipwire, Agents only have access to which pages?
The “Orders” and “Order Overview” pages as these are the only views necessary to assist a Member with shipments.
Agents can search for a Member’s order in Shipwire from the top of
the “Orders” tab.
Orders in Shipwire can be searched by:
Email address Phone number Order number First and last name Shipping address
In which order are the search results in Shipwire listed?
Chronological - with the most recent order displayed first.
How can you easily locate only one order (instead of a list of all the Member’s orders) in Shipwire?
By clicking on the Shipwire Partner ID in CMS
The Partner ID can be found by clicking on
the “Shipment ID” next to the “Shipwire” shipment line item in CMS.
Once on the Shipment Details page, scroll down to
the “Partner ID”. Copy and paste it into the Shipwire search field.
Regardless of what search criteria is used in Shipwire, once the desired order is located, click the
blue link to access the order’s details.
Once the order is selected in Shipwire, agents will see
the status of an order and can complete certain actions.
Agents are able to complete the following actions in Shipwire:
Hold Order
Edit Order
Cancel Order
What should agents first check to see before an order can be edited in Shipwire?
If the order has been submitted to the warehouse?
To determine if an order has been submitted to the warehouse,
locate the desired order and look for the “Countdown Clock” on the “Order details” page.
On which page can an agent find the ‘Countdown Clock’ in Shipwire?
On the ‘Order Details’ page
How does an agent locate the ‘Order Details’ page in Shipwire?
By clicking on the blue link in the desired order.
If the countdown clock is not present,
agents CANNOT hold, edit, or cancel the order.
If the countdown clock is present,
agents CAN hold, edit, or cancel the order.
What happens when we place an order on ‘Hold’ in Shipwire?
It prevents the order from being processed by the warehouse.
We are only able to hold an order that has not yet been
submitted to the warehouse. As mentioned previously, this is indicated by the “Countdown Clock” on the “Order details” page.
Agents may place an order on hold for the following reasons:
A Member requests to make changes to the order and the countdown clock is almost expired.
A Member requests to delay the shipment for any reason.
An order may be automatically placed on hold for the following reasons:
Item(s) in the order is out of stock or back-ordered.
There is an issue with verifying the shipping address.
The Shipwire Address Verification: Working the Report KB article outlines the process for
manually verifying held orders due to address verification issues.
Agents can edit orders directly from Shipwire as long as the order has not yet been
been submitted to the warehouse. As mentioned previously, this is indicated by the “Countdown Clock” on the “Order details” page.
What details of an order can agents edit in Shipwire?
Agents can edit the Member’s shipping details, shipping method, and items being shipped.
How does an agent edit an order in Shipwire?
by clicking “Edit Order” from the “Order details” page.
Agents may edit an order in Shipwire for the following reasons:
There was an error in the shipping address.
Items in the order are incorrect or missing.
The agent promised expedited shipping but forgot to select faster shipping in CMS.
Canceling an order in Shipwire stops the warehouse from
processing and shipping the order.
Agents may cancel an order directly from Shipwire as long as it has not yet been
submitted to the warehouse. This is indicated by the “Countdown Clock” on the “Order Details” page.
Agents may cancel an order in Shipwire for the following reasons:
The order is a duplicate or was placed by mistake.
The Member requests to cancel the order completely.
The order was placed, but the item is being delivered by an alternate means. This typically only happens in FieldOps territory when a Member needs to be charged for an item but the delivery or service team will bring it with them.
Canceling an order in Shipwire stops the shipment from being processed by the warehouse, but it does NOT
cancel the CMS order completely.
If an order includes equipment with accessories,
it also needs to be canceled through CMS.
If an order includes parts with a Service Technician,
it also needs to be canceled through CMS.
For shipment updates, please do not
contact Shipwire directly.
Accessory shipment questions should be sent to
accessory_delivery@onepeloton.com
