Wine Club Concierge
What is Wine Club Concierge?
Wine Club Concierge is a tool that allows CEs to manage their customers' Wine Club subscriptions directly from their Back Office.
Who can manage a customer’s Wine Club subscription?
The CE who sold the subscription will be able to manage the subscription on behalf of the customer anytime in the future.
Do I have to be shopping for the customer to manage their subscription?
No, the owner of the subscription can edit anytime and does not have to be the current shopping for CE.
How do I manage my customer’s Wine Club subscription?
Go to the customer’s contact profile in the Back Office, select the Contacts tab, and then the Contact detail. From there, select the Wine Club tab.
Can other CEs manage my customer’s subscription?
No, only the CE who sold the subscription will have access to manage it, although you will be able to see all the customer's subscriptions.
Can I update my customer’s shipping address?
You can update or create a new address in the “Manage Shipment” tab.
Can I update my customer’s shipping date?
Yes, you can update a new shipping date in both the “Manage Shipment” and “Shipping Details” tabs.
Can I update my customer’s payment method?
You can update or create a new payment method in the “Manage Shipment” tab.
Can I cancel my customer’s subscription?
Not at this time. Please contact support to cancel a subscription at wineclub@onehopewine.com
What else can I help manage?
You can swap wines in the subscription, change the frequency of shipments and quantity of wines, and add the Purchase with Purchase offer.
Will the customer be notified if their subscription is updated?
Yes, the customer will be notified by email if there is an update to their subscription.
Will the CE who owns the subscription be notified about any issues?
Yes, we will deliver playbook cards to notify the CE if one of their customer’s subscriptions has any issues such as billing, wine out of stock, or skipped shipment.
Is Wine Club Concierge available on the iOS App?
Yes, CEs will be able to manage the subscriptions they sold on the go just as they would on desktop or web mobile.
I was asked to help manage a customer’s subscription but I am not the owner of the subscription. Can I help?
If a customer asks a CE to update a subscription they did not sell, the CE can work with their customer to create a new subscription.