Confusion around Starlink Order Flow - Not our customer (missing Link)

Modified on Sun, 15 Mar at 10:16 PM

What to Do When the Customer Is Not One of Ours

Sometimes customers contact us even though their request is not related to an installation order handled by SBPM. In these cases, follow the steps below.

1. Identify if the customer is likely not one of ours

You can usually identify this quickly without checking JET. Common signs include:

The customer provides a Starlink Order Number (format: ORD-...)
The customer provides a Starlink Ticket Number (format: TK-...)
The message is extremely short (e.g., only one sentence or a few words) and contains no installation details

If one of these applies, it is usually not necessary to check JET.

2. Forward the request to Starlink Customer Success

Forward the email to the Starlink Customer Success Team (SpaceX) and include the following contacts in CC:

3. Respond to the customer

Reply to the customer using the prepared canned response, informing them that their request has been forwarded to the Starlink Customer Success Team, who will follow up with them directly.

4. Close the ticket

Once the request has been forwarded and the customer has been informed, close the ticket.

Template Message to Client:

Hello,

Thank you for your message, and I’m sorry for the confusion.

If you have already paid for a reduced-fee installation, Starlink should have sent you a link to book the installation in their welcome email. Please check that email for the link.

If you cannot find it, please contact Starlink Support through the app and ask to speak with a human agent, explaining that you do not yet have an installation order booked with us and that you need them to send you the link for a free installation booking.

Once you have placed the installation order, please let us know. We normally schedule installations within two weeks, and we will do our best to prioritise your request.

Thank you for your understanding.