New Enrollment | SIMs_Devices with Plans Orders
Updates Received 10-21-25
Maria O TM
Last Update il y a 5 mois
This process is for fulfilling new plan orders from Shopify in Telgoo. This process covers order activations for devices with plans.
1. Start by going to Shopify and opening the new SIM and plan order. You will need it to get the customer and order information. For Device and SIM orders use the Device and SIM Queue filter.
Verify IMEI compatibility for BYOD orders. Send the correct SIM type based on the compatibility and device type (Apple or Android).
If all 3 carriers are not compatible, select a Rose(DISHTMB) eSIM.
A Rose(DISHTMB) SIM should be selected, even if it shows it is not compatible with Rose, Sky or Orange.
Check for the device type.
- Go to Prepaid/Postpaid Orders (PC109)
- Click on Query GSM Device (PC872)
- Enter the IMEI in the Device/IMEI
- Click Submit.
For Android/all non Apple devices, complete with an ECOM BYOD SKY SIM.
For Apple Devices complete the order with an ECOM BYOD ROSE SIM.
For all
High Risk orders, they should be cancelled and refunded.
Medium Risk orders that include a device, should be cancelled and refunded.
Medium Risk orders with more than 5 SIMs should be cancelled and refunded.
Medium Risk orders without a device or with 5 or less SIMs can be fulfilled. This includes new activations, refills and top-ups.There is no limit to the number of refills or top-ups that can be processed. Only cancel refills and top-ups if they are labeled High Risk.
MEDIUM RISK ORDERS CAN BE FULFILLED IF THEY ARE PLAN RENEWALS OR PLAN CHANGES.
When refunding a High Risk or Medium Risk order with a device, notate, “Unable to fulfill order. Refund processed, please advise the customer to make a new purchase.”
To process a refund click the Refund button on the Shopify order.
Change the quantity to 1 or more depending on the quantity purchased that needs to be refunded.
Check the box to refund the shipping and click the Refund button.
TelgooOrder Creation for SIM/Device
1. In Telgoo, go to Prepaid/Postpaid Orders and click on New Enrollments2. Enter the customer zip code and information.3. Enter the Billing Address as the Service Address.4. Enter the Shipping Address as the Mailing Address. 3. Choose the preact plan with the amount that matches the amount on the selected order.
PO Boxes can be used as the Mailing Address, but the account needs to have a non-PO Box address as the Service Address.
If the account only has a PO Box, refund the order and notate “Unable to complete the order due to address entered as a PO Box.”
If the account has a valid address and a PO Box, use the PO Box as the mailing address and the valid address as the Service address, even if the valid address is not the Billing address.
Use the customer name on the Shopify order, if the name is different on the Billing Address.
Add the customer’s email to the order information. Enter the Shopify Order ID in the Shopify Id section. For all order types enter ECOM ORDERS for the Master, ECOM ORDERS for the Distributor, ECOM ORDERS for the Retailer, and ECOM ORDERS as the Employee. It should be prepopulated as the only option.
On the next page, select Skip Payment and hit the Proceed button.
For SIM orders choose the plan that matches the purchase. Use the Preact version of the plan for eSIM orders.
For the $10 plan choose the preact 10AFor the $20 plan choose the preact 20For the $30 plan choose the preact 30For the $40 plan choose the preact 40For the $50 plan choose the preact 50For the $60 plan choose the preact 60
If the account is for multiple months enter the advanced billing amount. Minus 1 month from the total if it is more than 1 month and enter that as the advanced billing amount.
Example - If it is a 3 month order, enter 2 for advanced billing, the 1 month of the current activation and 2 months for advanced billing.
(If there is no advanced billing leave the section blank and only activate the current month’s plan.)
Copy the Customer ID from the Congratulations! page and enter it in a new Telgoo tab
Use the Shopify Note type and enter the Shopify order number and IMEI number. For orders with a device, enter New Device Purchase as the IMEI.
Examples:
Shopify order 5554411 IMEI 3596364249111110
Shopify order 5551144 IMEI New Device Purchase
Go back to the Shopify order and enter the customer ID for the new account that was created in the Timeline notes.
Add a tag for all completed orders with a note that says Telgoo and the customer ID.
The last step is to add the IMEI to the inventory. Follow the steps below to add to the Inventory:
- Go to the Inventory tab
- Click on Manage Inventory from the drop down menu
- Then click on Add Units
- Choose GSM Device in the Unit Type section
- Choose Single Unit as the Upload Type(when you select the Unit Type and Upload Type, the sections below will appear)
- Enter the IMEI in the Device ID section
- Choose Gen Mobile as the Company Name
- Choose Master as the Agent type
- Choose Ecom Orders as the Master
For orders with
Android/all non Apple devices choose
ECOM BYOD Sky as the Model
For orders with
Apple devices choose
ECOM BYOD Rose as the ModelLeave the Activation Fee blank
For
Android/all non Apple devices on Sky choose
DISHATT as the Carrier
For
Apple devices on Rose choose
DISHTMB as the Carrier
Enter the
Shopify Order ID as the
Box number
Enter the date in the format
YYYYMMDD as the Tracking Number, for example
20250225
Click the Submit button at the bottom of the page.
For any issues with adding the inventory, send to
[email protected] and copy
[email protected] When emailing, advise that the device was checked and was compatible. Provide the error message when adding to inventory.
