Quick reference for replacing missing/damaged freebies. Find the scenario that matches the customer's situation, then follow the process listed.
| Scenario | Item(s) | Where To Process | How To Process / Notes |
|---|---|---|---|
| Full first order (nothing received) | Coffee + Freebies | ZD | Process like normal. Set the coffee price to $0. Do NOT touch the freebies — they're included automatically and processed correctly in ShipBob. |
| Only freebies missing (coffee received) | Spoon, Pamphlet, New Year Gift Collection, Creamer Sample | SB (manual) | Do NOT process in ZD. Manual replacement in ShipBob — even though the spoon has a ZD price, the other freebies won't be included. |
| Spoon and Scooper only | Spoon, Scooper | ZD | Add regular Spoon/Scooper (with prices), set to $0. Remove items labeled “FREE Handmade Acacia Spoon” / “FREE Scooper” to avoid duplicates. |
| Freebies from a RYZE Ritual Set | Jar, pamphlet, etc. | Depends | Jar only → see “Just the Jar” row. Spoon/scooper only → see that row. Jar + other freebies → process in ShipBob TS. |
| Just the Jar | Jar only | SB (TRUE SPICE / TS) | Use Box5 v2 for packaging. |
| Shaker | Shaker Bottle | ZD | Add Shaker Bottle (with price), set to $0. Remove the item labeled “FREE Shaker” to avoid duplicates. |
| Limited Edition Glass / Iced Coffee Glass | Glass | SB or TS SB | Use SKU HG0403 only. Use Box 5 V2 for packaging. No need to contact the SB team unless you hit an error. |
| Frother | RYZE Mushroom Frother | ZD | Add RYZE Mushroom Frother (with price), set to $0. Remove the item labeled “FREE RYZE Mushroom Frother” to avoid duplicates. |
| Tumbler – Red | Red Tumbler | ZD SPP | Create the replacement in Zendesk SPP, select the Tumbler ($25) item, set price to $0. Note: this SPP item syncs to Shopify as the Red Tumbler. |
| Tumbler – Beige | Beige Tumbler | SB (manual) | Do NOT use the ZD SPP Tumbler item — it syncs as Red and the customer will get the wrong color. Process manually in ShipBob instead. |
| Tumbler – any color | “FREE” Tumbler item | N/A | ⚠️ Never use the “FREE” Tumbler item at $0 — it will auto-cancel the replacement since it syncs as a $0 item. |
| Priced item + freebie not available in SPP | Priced item + freebie | ZD (priced item) + SB request | Process the priced item in SPP as usual, set to $0. Submit a request via the SB Order Request procedure to add the freebie that isn't available in SPP. |
ZD = Zendesk SPP
SB = ShipBob (manual replacement)
TS = True Spice (ShipBob warehouse).
Always double-check item color/variant before processing — several items sync incorrectly if the wrong SKU is used.