# Goozone Marketplace Operational Training Manual: Master Tutorials & Lessons

This training manual compiles Goozone Marketplace's operational workflows into a step-by-step tutorial format. It is designed to act as a comprehensive onboarding guide for new Customer Service Representatives (CSRs), dispatchers, and digital marketing personnel [6, 9]. 

Each procedure from our Standard Operating Procedures (SOPs) is structured as a **Lesson**, and every individual action point is formatted as a **Step** to reduce the learning curve and streamline task delegation [9, 15].

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## Part 1: Comprehensive Video Timestamp Mapping Table

This master mapping table connects every Lesson and Step in this training manual with the corresponding source SOP and the exact video timestamp where the training workflow is taught. Use this table as a quick-reference guide when looking up specific video segments [1, 9, 16, 21].

| SOP File Source | Lesson & Step Number | Video Filename | Estimated Video Timestamp | Step Action & Core Objective |
| :--- | :--- | :--- | :--- | :--- |
| **sop-highlevel-csr.md** | **Lesson 1, Step 1** | `How To Use Highlevel as a Online CSR.mp4` | `0:00 - 0:15` | Log into Highlevel with your CSR-level credentials [9]. |
| **sop-highlevel-csr.md** | **Lesson 1, Step 2** | `How To Use Highlevel as a Online CSR.mp4` | `0:15 - 0:30` | Navigate to the Conversations tab on the left-side menu [9]. |
| **sop-highlevel-csr.md** | **Lesson 1, Step 3** | `How To Use Highlevel as a Online CSR.mp4` | `0:30 - 0:50` | Manage unread, read, and flagged messages using Unread, All, and Starred tabs [9]. |
| **sop-highlevel-csr.md** | **Lesson 1, Step 4** | `How To Use Highlevel as a Online CSR.mp4` | `0:50 - 1:15` | Switch channels (TikTok, WhatsApp, FB, IG) for contacts with multiple streams [9, 24]. |
| **sop-highlevel-csr.md** | **Lesson 2, Step 1** | `How To Use Highlevel as a Online CSR.mp4` | `1:15 - 1:25` | Open a customer conversation and locate the right-hand panel [10]. |
| **sop-highlevel-csr.md** | **Lesson 2, Step 2** | `How To Use Highlevel as a Online CSR.mp4` | `1:25 - 1:40` | Assign the conversation to yourself as the primary owner [10, 15]. |
| **sop-highlevel-csr.md** | **Lesson 2, Step 3** | `How To Use Highlevel as a Online CSR.mp4` | `1:40 - 2:30` | Apply tags like `needs followup` or `purchase`, or delete incorrect tags [10, 12]. |
| **sop-highlevel-csr.md** | **Lesson 3, Step 1** | `How To Use Highlevel as a Online CSR.mp4` | `2:30 - 3:00` | Refer to the Conversation Stamps Guide / Form to determine required data inputs [11, 13]. |
| **sop-highlevel-csr.md** | **Lesson 3, Step 2** | `How To Use Highlevel as a Online CSR.mp4` | `3:00 - 4:45` | Update custom fields under 'Additional Information' based on customer scenario [12]. |
| **sop-highlevel-csr.md** | **Lesson 3, Step 3** | `How To Use Highlevel as a Online CSR.mp4` | `4:45 - 5:00` | Click Save at the bottom of the contact details panel [12]. |
| **sop-highlevel-csr.md** | **Lesson 4, Step 1** | `How To Use Highlevel as a Online CSR.mp4` | `5:00 - 5:15` | Navigate to the Contacts tab on the left-side menu [13]. |
| **sop-highlevel-csr.md** | **Lesson 4, Step 2** | `How To Use Highlevel as a Online CSR.mp4` | `5:15 - 6:30` | Apply filters by phone numbers, event tags, brand interest, or purchase tag [13, 14]. |
| **sop-highlevel-csr.md** | **Lesson 5, Step 1** | `How To Use Highlevel as a Online CSR.mp4` | `6:30 - 6:45` | Navigate to the Opportunities tab to view the active Sales Pipeline [15]. |
| **sop-highlevel-csr.md** | **Lesson 5, Step 2** | `How To Use Highlevel as a Online CSR.mp4` | `6:45 - 7:00` | Understand automated bot lead generation up to the first stage [15]. |
| **sop-highlevel-csr.md** | **Lesson 5, Step 3** | `How To Use Highlevel as a Online CSR.mp4` | `7:00 - 8:00` | Manually drag opportunity cards through Contacted, Engaged, Ready to Purchase, and Purchase [15]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 6, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `0:00 - 0:15` | Log into the Goozone Marketplace Dashboard [1]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 6, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `0:15 - 0:45` | Review the Main Dashboard for basic analytics and transaction summaries [1]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 6, Step 3** | `Goozone Marketplace Dashboard Overview.mp4` | `0:45 - 1:45` | Access the Driver Dashboard to audit completed vs incomplete orders and driver averages [1, 2]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 7, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `1:45 - 2:00` | Navigate to the Orders tab and select All Shop Orders [4]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 7, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `2:00 - 2:15` | View, print, or download a sales receipt as a PDF [4]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 7, Step 3** | `Goozone Marketplace Dashboard Overview.mp4` | `2:15 - 2:30` | Monitor the Failed Orders section to follow up with customers who had checkout issues [2, 4]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 7, Step 4** | `Goozone Marketplace Dashboard Overview.mp4` | `2:30 - 2:45` | Navigate to the Customers tab to view registered buyers [4]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 8, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `2:45 - 3:30` | Navigate to Products to see In-house vs Digital vs Seller products [2, 3]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 8, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `3:30 - 4:15` | Manage categories (edit existing names, toggle featured status, or use ERP for new) [3]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 8, Step 3** | `Goozone Marketplace Dashboard Overview.mp4` | `4:15 - 4:35` | View attributes on the dashboard and create new ones in ERP settings [4]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 8, Step 4** | `Goozone Marketplace Dashboard Overview.mp4` | `4:35 - 4:55` | Navigate to Brands to manage brand profiles directly from the dashboard [3]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 9, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `4:55 - 5:15` | Navigate to the Sellers tab to view registered merchants (unapproved highlighted in yellow) [4]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 9, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `5:15 - 5:30` | Navigate to Seller Packages to create or manage subscription and registration packages [5]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 10, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `5:30 - 6:00` | Go to Subscribers tab, download lists, and run email marketing in Highlevel [5, 6]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 10, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `6:00 - 6:45` | Create Hello Kits coupons on main dashboard, other brands on individual Seller Dashboards [5]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 11, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `6:45 - 7:15` | Navigate to Drivers tab to toggle availability and review payment or maintenance histories [2, 6]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 11, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `7:15 - 7:35` | Drag and drop order cards to scheduled dates in the Delivery Schedule [6]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 11, Step 3** | `Goozone Marketplace Dashboard Overview.mp4` | `7:35 - 7:55` | Check the daily delivery schedule and assign dispatch orders to drivers (Sydney workflow) [6]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 12, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `7:55 - 8:15` | Add newly requested cities, states, or countries in the Location tab [7]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 12, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `8:15 - 8:40` | Edit shipping zones under Settings to add cities and configure pricing [7]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 13, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `8:40 - 8:50` | Navigate to Website Setup to manage global parameters [6, 7]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 13, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `8:50 - 9:05` | Update global header, footer, banners, and static pages [7]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 13, Step 3** | `Goozone Marketplace Dashboard Overview.mp4` | `9:05 - 9:20` | Adjust site aesthetics under appearance settings (primary color, logo, favicon) [7]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 14, Step 1** | `Goozone Marketplace Dashboard Overview.mp4` | `9:20 - 9:30` | Navigate to the Staff tab to view active backend users [7]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 14, Step 2** | `Goozone Marketplace Dashboard Overview.mp4` | `9:30 - 9:45` | Toggle staff email notification preferences (New Order, New User) [7, 8]. |
| **sop-goozone-marketplace-dashboard.md** | **Lesson 14, Step 3** | `Goozone Marketplace Dashboard Overview.mp4` | `9:45 - end` | Switch dashboard language between English and Spanish in the upper right profile menu [8]. |
| **sop-meta-ads-manager.md** | **Lesson 15, Step 1** | `Meta Overview + Ads Manager.mp4` | `0:00 - 0:15` | Navigate to Meta Business Suite [21]. |
| **sop-meta-ads-manager.md** | **Lesson 15, Step 2** | `Meta Overview + Ads Manager.mp4` | `0:15 - 0:30` | Log in with the account linked to `marketing@goozon.com.co` [21]. |
| **sop-meta-ads-manager.md** | **Lesson 15, Step 3** | `Meta Overview + Ads Manager.mp4` | `0:30 - 0:45` | Select GTC 2022 from the business portfolio selector [21]. |
| **sop-meta-ads-manager.md** | **Lesson 15, Step 4** | `Meta Overview + Ads Manager.mp4` | `0:45 - 1:30` | Acknowledge and navigate the seven connected brand pages (Do Brazil, Hello Kids, etc.) [21, 22]. |
| **sop-meta-ads-manager.md** | **Lesson 16, Step 1** | `Meta Overview + Ads Manager.mp4` | `1:30 - 1:50` | Monitor the Business Suite interface for red unread notification dots [22]. |
| **sop-meta-ads-manager.md** | **Lesson 16, Step 2** | `Meta Overview + Ads Manager.mp4` | `1:50 - 2:10` | Navigate to the Inbox tab on the left-side menu [23, 27]. |
| **sop-meta-ads-manager.md** | **Lesson 16, Step 3** | `Meta Overview + Ads Manager.mp4` | `2:10 - 3:30` | Moderate public comments on FB and IG posts directly in Meta, while routing DMs to Highlevel [22, 23, 27, 28]. |
| **sop-meta-ads-manager.md** | **Lesson 17, Step 1** | `Meta Overview + Ads Manager.mp4` | `3:30 - 4:15` | Go to Content tab to analyze Reach, Likes, Reactions, Shares, and Watch Time [24]. |
| **sop-meta-ads-manager.md** | **Lesson 17, Step 2** | `Meta Overview + Ads Manager.mp4` | `4:15 - 4:50` | Review scheduled posts on the Planner calendar (post from Highlevel marketing tab) [24]. |
| **sop-meta-ads-manager.md** | **Lesson 18, Step 1** | `Meta Overview + Ads Manager.mp4` | `4:50 - 5:05` | Navigate to the Insights tab in Meta Business Suite [26]. |
| **sop-meta-ads-manager.md** | **Lesson 18, Step 2** | `Meta Overview + Ads Manager.mp4` | `5:05 - 5:20` | Select the specific brand asset from the dropdown (e.g., Do Brazil) [26]. |
| **sop-meta-ads-manager.md** | **Lesson 18, Step 3** | `Meta Overview + Ads Manager.mp4` | `5:20 - 5:35` | Adjust reporting timeframe (e.g., Last 90 Days) [26]. |
| **sop-meta-ads-manager.md** | **Lesson 18, Step 4** | `Meta Overview + Ads Manager.mp4` | `5:35 - 6:15` | Analyze Results and Audience tabs to report reach, interaction, and demographic data [26]. |
| **sop-meta-ads-manager.md** | **Lesson 19, Step 1** | `Meta Overview + Ads Manager.mp4` | `6:15 - 6:30` | Navigate to Meta Ads Manager [25, 27]. |
| **sop-meta-ads-manager.md** | **Lesson 19, Step 2** | `Meta Overview + Ads Manager.mp4` | `6:30 - 6:45` | Select the active GTC or Uptrend ad account from top menu dropdown [25]. |
| **sop-meta-ads-manager.md** | **Lesson 19, Step 3** | `Meta Overview + Ads Manager.mp4` | `6:45 - 7:30` | Audit campaign structure across Campaigns, Ad Sets, and Ads levels [25]. |
| **sop-meta-ads-manager.md** | **Lesson 19, Step 4** | `Meta Overview + Ads Manager.mp4` | `7:30 - end` | Monitor results, cost per result, spent budget, and impressions [25]. |
| **sop-website-navigation-checkout.md** | **Lesson 20, Step 1** | `How to navigate the website.mp4` | `0:00 - 0:30` | Visit homepage, browse categories, search via top bar, or explore 'New Arrivals' [16, 20]. |
| **sop-website-navigation-checkout.md** | **Lesson 20, Step 2** | `How to navigate the website.mp4` | `0:30 - 0:45` | Click on a desired item and click Add to Cart [16]. |
| **sop-website-navigation-checkout.md** | **Lesson 20, Step 3** | `How to navigate the website.mp4` | `0:45 - 1:15` | Click 'Visit Store' on a product page to view a specific merchant storefront and inventory [3, 16]. |
| **sop-website-navigation-checkout.md** | **Lesson 21, Step 1** | `How to navigate the website.mp4` | `1:15 - 1:25` | Click the Cart Icon in the top header to slide open the cart panel [16, 20]. |
| **sop-website-navigation-checkout.md** | **Lesson 21, Step 2** | `How to navigate the website.mp4` | `1:25 - 1:35` | Adjust item quantities directly inside the cart panel [17]. |
| **sop-website-navigation-checkout.md** | **Lesson 21, Step 3** | `How to navigate the website.mp4` | `1:35 - 1:45` | Click the trash bin icon to delete an item [17]. |
| **sop-website-navigation-checkout.md** | **Lesson 21, Step 4** | `How to navigate the website.mp4` | `1:45 - 1:55` | Close cart drawer with 'X' or proceed to checkout [16, 17]. |
| **sop-website-navigation-checkout.md** | **Lesson 22, Step 1** | `How to navigate the website.mp4` | `1:55 - 2:05` | Navigate to the secure Checkout page [17]. |
| **sop-website-navigation-checkout.md** | **Lesson 22, Step 2** | `How to navigate the website.mp4` | `2:05 - 2:45` | Enter shipping details: Country, State, City, Postal Code, Address, and active Phone Number [17, 18]. |
| **sop-website-navigation-checkout.md** | **Lesson 22, Step 3** | `How to navigate the website.mp4` | `2:45 - 3:00` | Enter separate billing address details for company/corporate orders if necessary [17]. |
| **sop-website-navigation-checkout.md** | **Lesson 22, Step 4** | `How to navigate the website.mp4` | `3:00 - 3:30` | Confirm the delivery fee (fees dynamically display based on location, e.g., $40 for Aruka, $45 for Tobago) [17, 18]. |
| **sop-website-navigation-checkout.md** | **Lesson 23, Step 1** | `How to navigate the website.mp4` | `3:30 - 3:45` | Cash on Delivery: select, no immediate payment verification needed, order proceeds directly [18, 19]. |
| **sop-website-navigation-checkout.md** | **Lesson 23, Step 2** | `How to navigate the website.mp4` | `3:45 - 4:00` | Credit/Debit Card: select FAC, enter details for automated verification [18]. |
| **sop-website-navigation-checkout.md** | **Lesson 23, Step 3** | `How to navigate the website.mp4` | `4:00 - 4:45` | Paywise: access payment link, enter name/amount, submit payment, and share screenshot with CSR [18, 19]. |
| **sop-website-navigation-checkout.md** | **Lesson 23, Step 4** | `How to navigate the website.mp4` | `4:45 - 5:15` | Bank Transfer: choose bank (Republic, RBC, Scotia), complete transfer, and share screenshot with CSR [19]. |
| **sop-website-navigation-checkout.md** | **Lesson 24, Step 1** | `How to navigate the website.mp4` | `5:15 - 5:30` | Submit order and reach the 'Thank You' page stating order is waiting to be confirmed [19]. |
| **sop-website-navigation-checkout.md** | **Lesson 24, Step 2** | `How to navigate the website.mp4` | `5:30 - 5:50` | Log into customer dashboard and navigate to 'Purchase History' [19, 20]. |
| **sop-website-navigation-checkout.md** | **Lesson 24, Step 3** | `How to navigate the website.mp4` | `5:50 - 6:20` | Track progress on the order timeline (Placed -> Processed -> Shipped -> Delivered) [19]. |
| **sop-website-navigation-checkout.md** | **Lesson 24, Step 4** | `How to navigate the website.mp4` | `6:20 - 6:40` | Click the heart icon to save products to the Wish List favorites dashboard [20]. |
| **sop-website-navigation-checkout.md** | **Lesson 24, Step 5** | `How to navigate the website.mp4` | `6:40 - end` | Customize customer profile (user type, ID, email, password, profile image) [20]. |

---

## Part 2: Step-by-Step Training Manual Lessons

---

### Module 1: Managing Conversations & Lead Pipelines in Highlevel

This module covers the primary workspace for online Customer Service Representatives (CSRs). Staff will learn how to monitor conversations, claim ownership, apply tags, update custom tracking fields, and progress deals through the visual sales pipeline [9, 10, 11, 15].

#### Lesson 1: Navigating and Monitoring Conversations
* **Objective:** Ensure all incoming customer inquiries are read, answered, and categorized systematically [9].
* **Video Reference:** `How To Use Highlevel as a Online CSR.mp4` (`0:00 - 1:15`) [9]

* **Step 1:** Log into Highlevel using your CSR-level credentials [9].
* **Step 2:** Click on the **Conversations** tab on the left-hand navigation menu [9].
* **Step 3:** Filter and process incoming chats using the tabs at the top of the conversation panel [9]:
  * **Unread Tab:** This is your primary inbox queue. Every message in this tab must be opened, replied to, and resolved [9].
  * **All Tab:** Use this tab to view all historical messages, including conversations that have already been read [9].
  * **Starred Tab:** Check for flagged messages that require specific follow-up actions [9].
* **Step 4:** Toggle communication channels in the upper right corner of the chat window (e.g., switching between TikTok and WhatsApp) to keep conversations on the customer's preferred platform [9, 24].

#### Lesson 2: Assigning Ownership and Initial Tagging
* **Objective:** Establish clear ownership over each active chat and apply the correct initial tags to prevent duplicate responses [10].
* **Video Reference:** `How To Use Highlevel as a Online CSR.mp4` (`1:15 - 2:30`) [10]

* **Step 1:** When you begin responding to a new chat, locate the contact details panel on the right-hand side [10].
* **Step 2:** Under the owner field, **Assign the Conversation to Yourself** so other team members know you are handling it [10, 15]. You may add "other followers" if another team member needs to monitor the thread [10].
* **Step 3:** Search for and apply the appropriate contact tags in the tagging field [10]:
  * Apply `needs followup` if the customer states they are interested but will pay later (e.g., at the end of the month) [10].
  * Apply `purchase` if they have successfully completed a purchase [10].
  * To delete a tag applied in error, click the **"X"** on the tag bubble to remove it immediately [10, 12].

#### Lesson 3: Completing "Conversation Stamps" & Custom Fields
* **Objective:** Populate custom customer data fields under the contact's record to maintain accurate analytics and database tracking [11, 12, 14].
* **Video Reference:** `How To Use Highlevel as a Online CSR.mp4` (`2:30 - 5:00`) [11, 12, 13]

* **Step 1:** Refer to the **Conversation Stamps Guide** (or follow these rules from memory) before wrapping up any customer chat [11, 13].
* **Step 2:** Scroll down to the **Additional Information** section in the right-hand contact profile, and update the custom fields according to the following scenarios [12]:
  * **Scenario A (Customer Browsing only):** If the customer was only checking prices and did not purchase, set **Followup Required** to `No`, **Followup Completed** to `No`, and **Conversation Closed** to `Today` [12]. Confirm that the `purchase` tag is **not** on their profile [12].
  * **Scenario B (Customer Interested but needs follow-up):** If they plan to return later, apply the `needs followup` tag, set **Followup Required** to `Yes`, and **Followup Completed** to `No` [10, 12].
  * **Scenario C (Customer Completed Purchase):** If they paid, apply the `purchase` tag, set **Followup Required** to `No`, **Followup Completed** to `No`, **Conversation Closed** to `Today`, and set **Sale Channel** to `Chats` [13, 14].
* **Step 3:** Click **Save** at the bottom of the contact details panel to commit all profile updates to the database [12].

#### Lesson 4: Filtering Contacts for Target Campaigns
* **Objective:** Filter and segment contacts based on historical tags and contact info to create targeted marketing lists [13, 14].
* **Video Reference:** `How To Use Highlevel as a Online CSR.mp4` (`5:00 - 6:30`) [13, 14]

* **Step 1:** Navigate to the **Contacts** tab on the left-side navigation menu [13].
* **Step 2:** Apply filters to isolate specific customer lists [13]:
  * Click the **Phone** column to filter for contacts with active phone numbers for SMS/WhatsApp outreach [13].
  * Filter by **Event Tags** (e.g., search for `tick event` to isolate leads gathered during a live physical promotion) [14].
  * Filter by **Brand Interest** (e.g., search for `uptrend` or `do brazil` tags to segment lists for brand-specific offers) [14].
  * Filter by the `purchase` tag to isolate active buyers [14].

#### Lesson 5: Managing the Sales Pipeline (Opportunities)
* **Objective:** Manually advance customer opportunity cards through the Visual Sales Pipeline as they progress toward purchase [15].
* **Video Reference:** `How To Use Highlevel as a Online CSR.mp4` (`6:30 - 8:00`) [15]

* **Step 1:** Navigate to the **Opportunities** tab on the left-side menu to view the visual Sales Pipeline [15].
* **Step 2:** Note that the automated bot automatically adds newly captured leads into the initial stage of the pipeline [15].
* **Step 3:** As you chat with the customer, click and drag their opportunity card across the stages manually [15]:
  * Move to **Contacted** once you reply to their inquiry [15].
  * Move to **Engaged** when they are actively discussing products [15].
  * Move to **Ready to purchase** when they request bank info, checkout links, or express a firm commitment to buy [15].
  * Move to **Purchase** once their payment is verified. *Note:* Dragging a card to this final stage automatically applies the `purchase` tag to the contact profile [15].

---

### Module 2: Goozone Marketplace Dashboard Management

This module provides the workflows for back-end marketplace administration, including analytics reviews, order processing, product and inventory configuration, driver dispatching, shipping setup, and global site design [1, 2, 4, 6, 7].

#### Lesson 6: Monitoring Platform Analytics (Dispatcher/Supervisor)
* **Objective:** Access administrative and logistical data to monitor site health, order volume, and driver performance [1, 2].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`0:00 - 1:45`) [1, 2]

* **Step 1:** Log into the Goozone Marketplace Dashboard with your admin credentials [1].
* **Step 2:** Review the **Main Dashboard** to view high-level summaries: orders placed, confirmed, delivered, top-performing brands, and core sales statistics [1].
* **Step 3:** Click on the **Driver Dashboard** (access restricted to dispatcher roles, like Sydney) [1]:
  * Select your reporting timeframe (e.g., "Last 30 Days") [1].
  * Audit the **Completed vs. Incomplete orders** metric to identify and resolve delivery discrepancies [1].
  * Review the total orders delivered per driver and individual performance averages [1, 2].

#### Lesson 7: Order & Customer Management (CSRs & Dispatcher)
* **Objective:** Audit marketplace orders, download sales receipts, review checkout failures, and view registered buyers [2, 4].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`1:45 - 2:45`) [2, 4]

* **Step 1:** Navigate to the **Orders** tab on the left menu and select **All Shop Orders** [4].
* **Step 2:** Click the options button next to an order to view, print, or download a sales receipt as a PDF [4].
* **Step 3:** Open the **Failed Orders** list to check for checkouts that did not go through, allowing CSRs to proactively follow up with those customers [2, 4].
* **Step 4:** Navigate to the **Customers** tab to view the central registry of all registered marketplace users [4].

#### Lesson 8: Product, Brand, & Category Management (Data Entry/Admin)
* **Objective:** Understand product categories, edit brands, and use the ERP to add new product categories and attributes [2, 3, 4].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`2:45 - 4:55`) [2, 3, 4]

* **Step 1:** Navigate to the **Products** section to understand the marketplace structure [2, 3]:
  * **In-house Products:** Dedicated strictly to *Hello Kits* (the main store migrated during platform creation) [2, 3].
  * **Digital Products:** Currently inactive [2, 3].
  * **Seller Products:** Products uploaded by external sellers (e.g., Do Brazil, Uptrend, Trending Woman) [3].
* **Step 2:** Navigate to the **Categories** tab to edit existing category names or toggle their "Featured" status [3]. *Important ERP Rule:* You cannot add brand-new categories here; you must log into the **ERP** admin page (`[brandname]/admin/login`) to create them [3].
* **Step 3:** Go to the **Attributes** section [4]. Note that attributes are view-only here; new attributes must be created under the Settings menu in the **ERP** [4].
* **Step 4:** Click the **Brands** tab to create, edit, or remove brand profiles directly on the marketplace dashboard [3].

#### Lesson 9: Managing Sellers & Packages (Admin)
* **Objective:** Monitor registered sellers, approve outstanding merchant profiles, and configure registration packages [4, 5].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`4:55 - 5:30`) [4, 5]

* **Step 1:** Navigate to the **Sellers** tab to view all merchants [4]. Note that unapproved sellers (who have either not completed their profile setup or have not purchased a package) are highlighted in **yellow** [4].
* **Step 2:** Navigate to the **Seller Packages** section to configure, edit, or create offline payment registration packages for onboarding new merchants [5].

#### Lesson 10: Marketing & Coupons (CSRs/Brand Managers)
* **Objective:** Manage email marketing lists and configure discount coupons for the core store and individual seller storefronts [5, 6].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`5:30 - 6:45`) [5, 6]

* **Step 1:** Navigate to the **Subscribers** tab [5]. Do not use the native newsletter tool (as it lacks advanced email marketing features) [5]. Instead, click to download the subscriber email list and import it into **Highlevel** to run email campaigns [5, 6].
* **Step 2:** Manage discount codes under the **Coupons** tab [5]:
  * To create coupons for *Hello Kits*, configure them directly on this dashboard [5].
  * To create coupons for other seller brands (e.g., Do Brazil, Uptrend, Trending Woman), the respective brand managers (Joel, Kristen, Laura) must log into their individual **Seller Dashboards** to create them [5].

#### Lesson 11: Driver Setup & Delivery Scheduling (CSRs & Sydney)
* **Objective:** Configure delivery drivers, manage the drag-and-drop delivery calendar, and dispatch daily deliveries [2, 6].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`6:45 - 7:55`) [2, 6]

* **Step 1:** Navigate to the **Drivers** tab to view active drivers, toggle their availability status on or off, and review their individual payment, maintenance, or bonus histories [2, 6].
* **Step 2:** Navigate to the **Delivery Schedule** tab (CSR workflow) [6]. When an order is confirmed, click and drag its order card to the calendar date requested by the customer [6].
* **Step 3:** Open the **Delivery Schedule** (Sydney/Dispatcher workflow) [6]. Access the schedule daily, review all deliveries pinned to the current date, and assign those orders to active drivers [6].

#### Lesson 12: Shipping Settings & Zone Updates (CSRs/Data Entry)
* **Objective:** Add new coverage regions and update localized shipping zones and delivery rates [7].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`7:55 - 8:40`) [7]

* **Step 1:** If a CSR identifies a customer city or country that is missing from checkout, go to the **Location** tab first [7]. Add the new country, state, or city to the core location database [7].
* **Step 2:** Navigate to **Settings** > **Shop Settings** > **Shipping Information/Shipping Zones** [7]. Find the relevant zone, click **Edit**, and select the newly created city or update the flat shipping fee as requested [7].

#### Lesson 13: Website Design and Global Settings (Joel / Data Entry)
* **Objective:** Manage website configuration, adjust design elements, and update global banners, headers, and footers [6, 7].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`8:40 - 9:20`) [6, 7]

* **Step 1:** Navigate to the **Website Setup** tab to access global customization options [6, 7].
* **Step 2:** Edit static web content, update banner placements, and modify global header or footer layouts [7].
* **Step 3:** Navigate to appearance settings to adjust primary branding colors, upload brand logos, or update the site's shortcut favicon icon [7].

#### Lesson 14: Staff Notifications & Language Toggle
* **Objective:** Manage backend administrative staff profiles, customize notification preferences, and toggle languages [7, 8].
* **Video Reference:** `Goozone Marketplace Dashboard Overview.mp4` (`9:20 - end`) [7, 8]

* **Step 1:** Navigate to the **Staff** tab to view all backend system users [7].
* **Step 2:** Click on an individual staff profile to manage their email notification settings [7, 8]:
  * Toggle **New Order Email** on if they must receive transactional alerts [7, 8].
  * Toggle **New User Email** on if they monitor new account registrations [8].
* **Step 3:** Switch the dashboard's display language between English and Spanish by clicking the language toggle in the upper right profile section [8].

---

### Module 3: Meta Business Suite & Ads Manager Navigation

This module details how to access the GTC portfolio, moderate public comments on social media posts, analyze content metrics, pull audience reports, and navigate Meta Ads Manager campaign structures [21, 23, 24, 25, 26].

#### Lesson 15: Accessing Meta and Selecting the GTC Portfolio
* **Objective:** Connect to Meta Business Suite, access GTC assets, and understand the connected brand accounts [21, 22].
* **Video Reference:** `Meta Overview + Ads Manager.mp4` (`0:00 - 1:30`) [21, 22]

* **Step 1:** Open your web browser and navigate to the **Meta Business Suite** (`business.facebook.com`) [21].
* **Step 2:** Log in with the Facebook credentials associated with the official marketing email: `marketing@goozon.com.co` [21].
* **Step 3:** Click the business portfolio selector in the top-left dropdown menu and select **GTC 2022** [21].
* **Step 4:** Familiarize yourself with the seven connected brand assets [21, 22]:
  * **Do Brazil USA** (Facebook Page + Instagram Profile) [21]
  * **Hello Kids** (Facebook Page + Instagram Profile) [5, 21]
  * **Do Brazil Trinidad Premium** (Facebook Page + Instagram Profile) [21]
  * **Goozone Marketplace** (Facebook Page + Instagram Profile) [22]
  * **Uptrend** (Facebook Page + Instagram Profile) [22]
  * **Trending Woman** (Facebook Page + Instagram Profile) [22]
  * **Go Easy Foods** (Facebook Page only - *Obsolete / Keep Inactive*) [22]

#### Lesson 16: Inbox Management & Comment Moderation (CSRs)
* **Objective:** Respond to public social comments while routing direct messages to Highlevel to maintain proper pipeline tracking [22, 23, 27].
* **Video Reference:** `Meta Overview + Ads Manager.mp4` (`1:30 - 3:30`) [22, 23, 27]

* **Step 1:** Monitor the Meta Business Suite interface. A red notification dot indicates unread activity on a brand page [22].
* **Step 2:** Click on the **Inbox** tab on the left-side navigation menu [23, 27].
* **Step 3:** Apply our strict segregation rule for incoming messages [22, 23, 27]:
  * **Direct Messages (DMs):** Do not reply to DMs inside Meta Business Suite [22, 27]. All private messages (WhatsApp, Instagram DM, TikTok DM, Facebook Messenger) must be handled through **Highlevel** to ensure proper pipeline tagging [10, 22, 23, 24, 27, 28].
  * **Public Comments:** Since Highlevel cannot reply to public comments, CSRs (Sasha and Rosanna) must filter the Meta Inbox by **Facebook Comments** or **Instagram Comments** and reply to public questions there [23, 27].

#### Lesson 17: Tracking Content Metrics & the Post Planner (Marketing)
* **Objective:** Review organic post reach, likes, and watch time, and verify scheduled social posts on the content calendar [24].
* **Video Reference:** `Meta Overview + Ads Manager.mp4` (`3:30 - 4:50`) [24]

* **Step 1:** Click on the **Content** tab on the left menu [24]. Review metrics like **Reach, Likes, Reactions, Shares, and Watch Time** for posts and stories to identify high-performing content [24].
* **Step 2:** Click on the **Planner** tab to view the monthly content calendar [24]. Identify platform deployment icons (e.g., both Facebook and Instagram icons mean cross-posting was successful) [24]. *Recall:* Post scheduling should be performed inside the **Marketing tab in Highlevel** [24].

#### Lesson 18: Pulling Page Insights & Reporting (Marketing)
* **Objective:** Pull and export brand-specific reach, engagement, demographic, and messaging volume reports [26].
* **Video Reference:** `Meta Overview + Ads Manager.mp4` (`4:50 - 6:15`) [26]

* **Step 1:** Navigate to the **Insights** tab in the Meta Business Suite menu [26].
* **Step 2:** Use the dropdown menu in the top-left to select the specific brand page you wish to audit (e.g., Do Brazil) [26].
* **Step 3:** Adjust your reporting timeframe to the desired analysis period (e.g., "Last 90 Days") [26].
* **Step 4:** Navigate through the **Results** and **Audience** menus to view, analyze, and export metrics: overall page views, reach, audience demographics (age, gender, and geographic locations), and messaging volume [26].

#### Lesson 19: Navigating Meta Ads Manager (Media Buyers)
* **Objective:** Access the correct Meta Ad Account, audit active ad campaigns, and track critical advertising metrics [25, 27].
* **Video Reference:** `Meta Overview + Ads Manager.mp4` (`6:15 - end`) [25, 27]

* **Step 1:** Open a browser tab and navigate directly to **Meta Ads Manager** (`adsmanager.facebook.com`) [25, 27].
* **Step 2:** Click on the account dropdown menu at the top of the page and select the active GTC or Uptrend ad account [25].
* **Step 3:** Review the campaign hierarchy tabs to audit performance [25]:
  * **Campaigns Tab:** Displays core marketing goals and objectives [25].
  * **Ad Sets Tab:** Displays demographic targeting, placements, and daily budgets [25].
  * **Ads Tab:** Displays the individual creatives (video, carousel, single-image ads) [25].
* **Step 4:** Monitor campaign efficiency using key metrics: **Results, Cost per Result, Spent Amount, and Impressions** to optimize ad performance [25].

---

### Module 4: Customer Journey, Checkout, & Order Troubleshooting

This module outlines the frontend customer shopping experience, including product selection, checkout configuration, delivery calculations, manual payment workflows, and dashboard order tracking [16, 17, 18, 19, 20].

#### Lesson 20: Product Browsing & Seller Store Selection
* **Objective:** Understand how customers navigate the frontend, select items, and browse individual seller storefronts [16, 20].
* **Video Reference:** `How to navigate the website.mp4` (`0:00 - 1:15`) [16, 20]

* **Step 1:** Customers visit the homepage to browse through the directory categories, utilize the top search bar, or view "New Arrivals" [16, 20].
* **Step 2:** Once an item is selected, the customer clicks the **Add to Cart** button to place it in their cart drawer [16].
* **Step 3:** On any product page, customers can click **Visit Store** to access the seller's dedicated storefront, view reviews, and browse their unique inventory (e.g., Do Brazil) [3, 16].

#### Lesson 21: Shopping Cart Management
* **Objective:** Open the cart drawer, adjust product quantities, and remove unwanted items from the cart [16, 17, 20].
* **Video Reference:** `How to navigate the website.mp4` (`1:15 - 1:55`) [16, 17, 20]

* **Step 1:** Click on the **Cart Icon** located in the top-right header of the website to slide open the cart drawer [16, 20].
* **Step 2:** Click the quantity selectors to increase or decrease item quantities [17].
* **Step 3:** Click the **trash bin icon** next to any product to delete it from the cart [17].
* **Step 4:** Click the **"X"** in the corner to close the cart drawer and continue browsing, or click checkout to proceed [16, 17].

#### Lesson 22: The Checkout Process
* **Objective:** Guide customers through the checkout fields, capture active contact info, and understand shipping fee logic [17, 18].
* **Video Reference:** `How to navigate the website.mp4` (`1:55 - 3:30`) [17, 18]

* **Step 1:** From the cart, click the checkout button to proceed to the secure checkout page [17].
* **Step 2:** Fill out the required **Shipping Information** fields [17, 18]:
  * Select **Country**, **State**, and **City** from the location dropdowns [17, 18].
  * Enter **Postal Code** (or "also code") and street address (e.g., "Number 56 Aruka Main Road") [17].
  * Enter an active, correct **Phone Number**. *CSR Rule:* Emphasize to customers that they must provide a valid phone number so delivery drivers can navigate to them and CSRs can resolve any delivery issues [17].
* **Step 3:** If the billing address is different from the shipping address (e.g., corporate/company orders), uncheck the matching box and enter separate billing details [17].
* **Step 4:** Review the delivery options. The system will dynamically calculate delivery fees based on the city (e.g., Standard Delivery to Aruka is $40; Standard Delivery to Tobago is $45) [17, 18].

#### Lesson 23: Payment Methods & Verification Workflows
* **Objective:** Understand checkout payment options and execute manual payment verification for bank transfers and Paywise [18, 19].
* **Video Reference:** `How to navigate the website.mp4` (`3:30 - 5:15`) [18, 19]

* **Step 1 (Cash on Delivery):** If the customer selects Cash on Delivery (COD), no immediate payment verification is needed. The order proceeds to the placed state [18, 19].
* **Step 2 (Credit/Debit Card):** If they choose FAC, they input their card number, cardholder name, expiration month/year, and security code [18]. The gateway verifies the transaction automatically [18].
* **Step 3 (Paywise):** If they choose Paywise, they click the Paywise checkout link, enter the exact order amount and their name, and complete the transaction [18]. *CSR Action:* Instruct the customer to take a screenshot of the completed payment and share it with you. Do not process the order until the screenshot is verified [19].
* **Step 4 (Bank Transfer):** If they choose Bank Transfer, they select Republic Bank, RBC, or Scotia Bank to display Goozone's bank details [19]. The customer completes the transfer via their banking app, takes a screenshot, and shares it with you [19]. *CSR Action:* Cross-reference their screenshot with bank notifications before moving the order to Confirmed [19].

#### Lesson 24: Post-Purchase Tracking & Dashboard
* **Objective:** Understand customer order tracking, dashboard purchase history, wish lists, and profile customization [19, 20].
* **Video Reference:** `How to navigate the website.mp4` (`5:15 - end`) [19, 20]

* **Step 1:** Upon order submission, verify that the customer reaches a "Thank You" page confirming that the order has been placed and is waiting for confirmation [19].
* **Step 2:** Customers can log into their dashboard and click **Purchase History** to check their order records [19, 20].
* **Step 3:** Track progress on the order status timeline [19]:
  * **Order Placed / Waiting to be Confirmed:** Initial state [19].
  * **Processed:** Updated once payment is verified [19].
  * **Shipped / In Transit:** Updated when handed to the driver [19].
  * **Delivered:** Turns green when the driver confirms delivery via the driver app [19].
* **Step 4:** If a customer likes a product but cannot purchase it immediately, instruct them to click the **Wish List** (heart) icon to save it to their favorites dashboard [20].
* **Step 5:** Navigate to profile settings where customers can update their user type (individual person vs. company), national ID, email, password, and profile image [20].