Shipwire

Question 1

Shipwire’s services include

Answer 1

marketplace connectivity, order management, fulfillment, transportation management, reverse logistics, repair, recycling, and resale.

Question 2

Peloton uses Shipwire specifically to

Answer 2

manage the shipment of Peloton accessories and spare parts.

This includes:

Cycling shoes
Bootcamp weights
Replacement power supply cables
Tread elbow gaskets
And more

Question 3

In Shipwire, Agents only have access to which pages?

Answer 3

The “Orders” and “Order Overview” pages as these are the only views necessary to assist a Member with shipments.

Question 4

Agents can search for a Member’s order in Shipwire from the top of

Answer 4

the “Orders” tab.

Question 5

Orders in Shipwire can be searched by:

Answer 5

Email address
Phone number
Order number
First and last name
Shipping address

Question 6

In which order are the search results in Shipwire listed?

Answer 6

Chronological - with the most recent order displayed first.

Question 7

How can you easily locate only one order (instead of a list of all the Member’s orders) in Shipwire?

Answer 7

By clicking on the Shipwire Partner ID in CMS

Question 8

The Partner ID can be found by clicking on

Answer 8

the “Shipment ID” next to the “Shipwire” shipment line item in CMS.

Question 9

Once on the Shipment Details page, scroll down to

Answer 9

the “Partner ID”. Copy and paste it into the Shipwire search field.

Question 10

Regardless of what search criteria is used in Shipwire, once the desired order is located, click the

Answer 10

blue link to access the order’s details.

Question 11

Once the order is selected in Shipwire, agents will see

Answer 11

the status of an order and can complete certain actions.

Question 12

Agents are able to complete the following actions in Shipwire:

Answer 12

Hold Order
Edit Order
Cancel Order

Question 13

What should agents first check to see before an order can be edited in Shipwire?

Answer 13

If the order has been submitted to the warehouse?

Question 14

To determine if an order has been submitted to the warehouse,

Answer 14

locate the desired order and look for the “Countdown Clock” on the “Order details” page.

Question 15

On which page can an agent find the ‘Countdown Clock’ in Shipwire?

Answer 15

On the ‘Order Details’ page

Question 16

How does an agent locate the ‘Order Details’ page in Shipwire?

Answer 16

By clicking on the blue link in the desired order.

Question 17

If the countdown clock is not present,

Answer 17

agents CANNOT hold, edit, or cancel the order.

Question 18

If the countdown clock is present,

Answer 18

agents CAN hold, edit, or cancel the order.

Question 19

What happens when we place an order on ‘Hold’ in Shipwire?

Answer 19

It prevents the order from being processed by the warehouse.

Question 20

We are only able to hold an order that has not yet been

Answer 20

submitted to the warehouse. As mentioned previously, this is indicated by the “Countdown Clock” on the “Order details” page.

Question 21

Agents may place an order on hold for the following reasons:

Answer 21

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.

Question 22

An order may be automatically placed on hold for the following reasons:

Answer 22

Item(s) in the order is out of stock or back-ordered.

There is an issue with verifying the shipping address.

Question 23

The Shipwire Address Verification: Working the Report KB article outlines the process for

Answer 23

manually verifying held orders due to address verification issues.

Question 24

Agents can edit orders directly from Shipwire as long as the order has not yet been

Answer 24

been submitted to the warehouse. As mentioned previously, this is indicated by the “Countdown Clock” on the “Order details” page.

Question 25

What details of an order can agents edit in Shipwire?

Answer 25

Agents can edit the Member’s shipping details, shipping method, and items being shipped.

Question 26

How does an agent edit an order in Shipwire?

Answer 26

by clicking “Edit Order” from the “Order details” page.

Question 27

Agents may edit an order in Shipwire for the following reasons:

Answer 27

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.

Question 28

Canceling an order in Shipwire stops the warehouse from

Answer 28

processing and shipping the order.

Question 29

Agents may cancel an order directly from Shipwire as long as it has not yet been

Answer 29

submitted to the warehouse. This is indicated by the “Countdown Clock” on the “Order Details” page.

Question 30

Agents may cancel an order in Shipwire for the following reasons:

Answer 30

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.

Question 31

Canceling an order in Shipwire stops the shipment from being processed by the warehouse, but it does NOT

Answer 31

cancel the CMS order completely.

Question 32

If an order includes equipment with accessories,

Answer 32

it also needs to be canceled through CMS.

Question 33

If an order includes parts with a Service Technician,

Answer 33

it also needs to be canceled through CMS.

Question 34

For shipment updates, please do not

Answer 34

contact Shipwire directly.

Question 35

Accessory shipment questions should be sent to

Answer 35

accessory_delivery@onepeloton.com