Order Add-Ons: How to Identify, Verify, and Include Purchased Add-On Items in Every Shipment"

This training module covers how to correctly handle the four add-on products that customers can purchase alongside their eyewear order. Team members will learn how to identify add-ons in ShipStation, which ones require a physical item to be included in the package, and how to complete the manual verification step that ensures nothing is accidentally skipped.

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### Operational Steps Outline

#### 1. Understand the Four Order Add-Ons

| Add-On | Type | Action Required |
|---|---|---|
| **DFO Cleaning Kit** | Physical | Pull item and include in the package |
| **DFO Anti-Fog Kit** | Physical | Pull item and include in the package |
| **2-Year Warranty** | Digital | Manually verify only — nothing to ship |
| **Kids Protection Plan** | Digital | Manually verify only — nothing to ship |

- Digital add-ons are stored in the customer's order profile — there is no physical item to pack.
- Physical add-ons must be pulled from inventory and placed inside the package before sealing.

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#### 2. Identify Add-Ons in ShipStation

- Add-ons appear as **separate line items** beneath the main eyewear product in the ShipStation order.
- Always scroll through the full order before packing to check for any add-on line items.
- Do not assume an order has no add-ons without reviewing all line items.

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#### 3. Handle Physical Add-Ons (Cleaning Kit and Anti-Fog Kit)

- Locate and pull the correct physical add-on item.
- Place the item **inside the package** along with the eyewear and other required inclusions.
- Complete the **manual verification step** in ShipStation to confirm the item has been included.
- Manual verification acts as a built-in checkpoint — it ensures you have physically pulled and packed the item rather than clicking through the process without confirming.

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#### 4. Handle Digital Add-Ons (2-Year Warranty and Kids Protection Plan)

- There is **no physical item to pull or pack** for these add-ons.
- Simply complete the **manual verification step** in ShipStation to acknowledge the add-on.
- The digital add-on is automatically saved to the customer's order profile in the system.

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#### 5. Complete Manual Verification for All Add-Ons

- Every add-on — whether physical or digital — requires a **manual verification** step in ShipStation.
- This step is a deliberate quality control measure, not just a formality.
- Treat the manual verification prompt as your signal to **pause and confirm** before moving on.

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### Key Standards to Remember

- **Always review all line items in ShipStation** before packing — add-ons appear as separate lines and can be easy to overlook.
- **Physical add-ons must be in the box** before the manual verification is completed — do not verify first and pack later.
- **Digital add-ons require no physical item** — manual verification is the only required action.
- The **manual verification step is a fail-safe** — use it as intended to catch errors before the package is sealed.
- A package that ships without a purchased add-on is an order error that directly impacts the customer.

Видео Order Add-Ons: How to Identify, Verify, and Include Purchased Add-On Items in Every Shipment" канала DFO Knowledge Base