This guide provides the required process for managing a member's device order status inquiries. It explains how to check device spreadsheets and use internal escalation workflows. Refer to this article to resolve common issues, including "Order Not Found," "Missing Item," and tracking number requests, and to determine when to escalate to Tier 2 or ProdOps using JIRA.
Table of Contents
Withings Device Reconnection Steps (Tier 1)
Device Order Status Inquiries
When checking a member's order status, follow this precise process to examine the device order spreadsheets:
| Step | Action |
|---|---|
| 1. Locate Member | Retrieve the client's email address from Admin. |
| 2. Access Spreadsheet | Open the 2026 Device Orders NEW spreadsheet. Navigate to the tab corresponding to the order year. |
| 3. Search ONLY | Use the search function (Command+F) to locate the member by UUID. |
| 4. Confirm Order | If the member is found, you can check for the tracking number or order confirmation. Note: This must be done on the month tabs, not the overview tab. Use the built-in 'Find' feature () and ensure it is set to search across all tabs to quickly locate the entry. |
Responding to Search Outcomes
| Situation | Agent Action | Required Macro(s) |
|---|---|---|
| Order Found (Received) |
Confirm the order was placed and provide the expected shipping timeline (approximately 10 business days). |
Device Order Support - Order Received |
| Order Not Found (Ineligible) | Check the member's eligibility, if ineligibility is confirmed, respond accordingly. Eligibility & Ordering Guide | Device Order Support - Not eligible for Device(s) |
| Order Not Found (Incomplete) |
|
Device Order Support/ Replacement Template |
Zendesk Escalation Process
Escalate tickets for issues like Order Not Found, Missing Device (e.g., received one device but not another), or Replacement Requests (after all troubleshooting is exhausted).
Escalation Checklist (Internal Note)
For ALL escalations, complete the following steps in the Zendesk internal note:
- Use the macro "Device Order Request/Replacement Template".
- Complete all fields. If information is unavailable, enter "N/A" (do not delete the fields).
- Crucial Step: Always verify the member's current shipping address and update Admin, as address discrepancies are a common shipment error.
| Escalation Type | Destination |
|---|---|
| Manual Device Order Requests | Assign to the Tier 2 group on Zendesk. |
| Shipment/Tracking/Ops Issues | Escalate to prodops_support via JIRA escalation process detailed here Escalations Process Flows |
Withings Device Reconnection Steps (Tier 1)
If a member reports a Withings device (supplied by Vida) is not connected to the app:
- Ask the member to check for a green checkmark in 'Settings' > 'Connect Devices and Apps' > 'Connect with Fitbit, Garmin, Withings or others'.
- If NO checkmark: Escalate to Tier 2 immediately.
-
If YES checkmark (but no data):
- Ask the member to log 2-4 measurements in a row.
- Verify syncs in Admin (Metric Points, Filter by Weight/BP).
- If no metrics show after confirming a new reading, ask the member to wait up to 24 hours. If data is still missing after 24 hours, escalate to Tier 2.
IMPORTANT: Withings devices are pre-connected and cannot be reconnected by the member via the devices page.
Device Disconnection Process
If a member requests to disconnect a device from the Vida program:
- Set Expectation: Use Macro: Device Support::Device Disconnection Verification (1/2). Advise the member that Vida-provisioned devices cannot be used with other apps or services after disconnection due to their specific configuration.
- Process: If the member still wants to proceed, escalate the ticket to Tier 2 for final processing and submit ticket as open.
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