Rakuten – eSIM Order Handling Procedure

Rakuten Marketplace – eSIM Order Handling Procedure
Customer Support – Japan

1. A Zendesk ticket titled [Rakuten Marketplace] Order Details Confirmation (automatic email) will be received. Click the Purchase History link in the ticket.
   

2. Check the product information and confirm that the item is an eSIM.
   

3. Click Confirm Order to finalize the order.
   

4. Click Send Email.
   

5. Send the Thank You email and the eSIM issuance guidance email (Thank you email・Mobile).
   The content differs between JS and JM, so select the applicable one, then click Next → Send.

6. Click Send Email again, select Important Information Regarding eSIM QR Code Issuance (Mobile), then click Next → Send.
   

7. Set the Shipping Company to Other and set the Shipping Date to today’s date.
   The status will be updated the next day and the order will be completed.
   

8. In the Zendesk ticket from step 1, add an internal note stating that the shipment has been confirmed as completed and that the completion emails have been sent. Then mark the ticket as Solved.

9. Note: The corresponding order must be deleted in BOSS.
   Please click Order Deletion, not Order Cancellation.