Source PDF: SOP_EpiPaws USA Kits – New Order Team 1.pdf
🧬 SOP: EpiPaws USA Kits - New Order Team
Document Owner: Global Administration Manager - Chantal Sciberras
Applies to: New Orders Team (All USA EpiPaws Kit Orders)
Effective Date: [Insert Date]
Version: 1.1
- Overview
This SOP outlines the procedure for creating and managing EpiPaws Age Test
orders for USA-based clients.
All kits are dispatched directly from the EpiPaws laboratory under the dropship
model.
The New Order Team is responsible for:
- Placing each order individually through the EpiPaws website
- Applying the EasyDNA discount code
- Using the EpiPaws order number as the case reference number
- Sending the client a confirmation email once the order is placed
Once completed, the case can be closed immediately, following the same
workflow used for KOKO Genetic clients.
- Ordering Website
https://epipaws.com/products/agetest
- Step-by-Step Ordering Procedure
Step 1: Place Each Order Individually
- Go to EpiPaws Age Test.
- Add 1 kit to the cart (process each client separately).
Step 2: Apply Discount Code
- Enter the code EASYDNA at checkout.
- Confirm that the discount is correctly applied before proceeding.
Step 3: Enter Client Details
Input the following client information during checkout:
- Client full name
- Client email address
- Client shipping address (USA only)
📩 Important:
Use the client's own email address so they receive:
- Order confirmation
- Shipping and tracking updates
- Result notifications directly from EpiPaws
Step 4: Payment
- Use the company's authorised payment method for US kit orders.
- Once paid, note the EpiPaws Order Number in the CRM/ATP as the Case
Reference Number.
Example entry:
Case Reference: [EpiPaws Order #12345]
Status: Paid - External Order (EpiPaws Dropship)
Step 5: Client Confirmation Email
Once the order is submitted, send the client the standard confirmation email
template:
Subject: Your EpiPaws Age Test Order Confirmation: Order Number#{CASEREF}
Body:
Dear {TITLE} {FIRSTNAME} {LASTNAME},
Thank you for choosing {COMPANY}.
Your Order Number is: {CASEREF}
Your order has been received, and your EpiPaws Age Test will be shipped directly
from our partner laboratory in the USA.
What to Expect Next
You will soon receive an email from EpiPaws confirming shipment and tracking
details for your kit.
Once your samples are returned to the laboratory, results will be delivered directly to
your registered email address.
Kind regards,
{CUSTOM_SIGNATURE}
Step 6: Case Closure
After sending the confirmation email, close the case with the following note:
"EpiPaws US kit dispatched directly by lab. Client notified. Case closed."
Set case status to:
Closed
4. Sample Returns
- USA kits include a prepaid return label to send samples directly to the
EpiPaws lab.
- The client manages this return independently.
- No follow-up action is required by EasyDNA once the kit is dispatched.
- Troubleshooting
Issue Action
Contact Andria Beal
Discount code not working (andria@epipaws.com) for assistance or
updated code
Contact EpiPaws with the order number
Client details entered incorrectly
to amend
Request correction or refund directly
Duplicate or cancelled orders
from EpiPaws
Direct the client to EpiPaws for tracking
Shipping delay or missing kit
and resolution
- Contact Points
EpiPaws Laboratory
andria@epipaws.com
www.epipaws.com
Internal Escalation:
Chantal Sciberras - Global Administration Manager
chantal@easydna.com
- Notes
- Orders must be made directly through the EpiPaws website.
- Do not dispatch USA kits from EasyDNA offices.
- The EASYDNA discount code is confidential and must not be shared
externally.
- Contact EpiPaws if website pricing or order flow changes to ensure discount
codes remain valid.