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Rakuten – Physical SIM Order Handling Procedure

Jethro Mobile Admin
Updated

NOTE*

If there is stock in the RSL warehouse, we do not need to take any action for Rakuten physical SIM orders.
In this case, please leave an internal note in Zendesk saying “Boss in progress”, and then mark the Zendesk ticket as Solved.
Also, in this case, two emails will be sent. The order details confirmation email will be sent first, followed by the order confirmation email 30 minutes later. Please merge emails with the same order number.
 


Please check in BOSS that the relevant order is in “Shipping in Progress” status.

(Use Ctrl + F to search for the order number and confirm that it appears under the Shipping in Progress section. If more than 30 minutes have passed since the order was placed and it remains in Confirmation to be, this indicates that there is no stock, and an MCF needs to be created.)

↓Shipping in Process

It means that if the relevant order is in “Shipping in Process” status, it will be shipped from the RSL warehouse without any issues.


↓ Confirmation to be

If the order remains in this status for an extended period of time, some action is required on our side.



From this point onward, this manual describes the procedures to be followed when there is no stock in the RSL warehouse.
 

  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 a physical SIM
    (Note: the screenshot may show an eSIM).


    3.Click Confirm Order to finalize the order.


    4.Click Send Email.

    5. Send the Thank You email.
    Click Next → Send to complete sending.

    6.Create the order using Amazon MCF (Multi-Channel Fulfillment).

    If it will take more than 2 days, mention a staff member who is working in the Japan office and keep the order email Open.
    Handling after creating the order:

  • If MCF is used:
    Leave an internal note stating that the Thank You email was sent and include the FBA information, then keep the ticket Open.

  • If shipped from the office:
    Leave an internal note stating that the Thank You email was sent, then keep the ticket Open.

    Note:

  • The corresponding order must be deleted in BOSS.

  • Click Order Deletion, not Order Cancellation.

After receiving tracking information from Amazon

  1. Click Send Email, select Shipping Notification (JM or JS), then click Next → Send.
    When opening the email template, update the following information:
    ① Order number
    ② Date
    ③ Shipping carrier
    ④ Tracking number

  2. Set the Shipping Company to [ ] and set the Shipping Date to today’s date.
    The status will be reflected the next day and the order will be completed.

  3. In the Zendesk ticket from step 1, add an internal note stating that the shipping notification has been sent and that shipment completion has been confirmed. Then mark the ticket as Solved.

 

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