AU to US Migration - Zendesk Ticket Index
Created 21 May 2026 Sydney time. Links open directly in Zendesk. This page groups tickets that surfaced migration-related customer questions or operational gaps after the renuebyscience.com.au cutover.
Needs Attention / Worth Reviewing First
| Ticket | Status | Topic | Why It Matters |
|---|---|---|---|
| #161488 | Solved | Account login / portal controls | Customer complained about Shopify code-login and missing subscription frequency controls. This may recur as migrated customers start using the new account flow. |
| #161447 | Solved | Old AU order lookup | Customer asked where an AU order was. Staff initially could not locate the fresh migrated AU order context cleanly. This is the main support-training example for old AU order lookups. |
| #161451 | Solved | Broken subscription restart link | First customer report of the restart-link resolver issue. Triggered correction emails and the fix to prefer active products when creating restart links. |
| #161449 | Solved | Restarted subscription date | Customer restarted on the US store but wanted the next shipment date moved because they had just received the latest AU shipment. Useful example for restart timing expectations. |
| #161452 | Solved | Foreign transaction fee | Customer asked why a foreign transaction fee appeared. This should stay in support macros/FAQ if more AU customers see bank-side fees. |
| #161388 | Solved | Gift card link moved sites | Customer noticed a gift-card/redeem link that originally led to .com.au now goes to .com. Useful for loyalty/gift-card edge cases. |
| #161176 | Solved | Referral / loyalty code confusion | Referral-code issue complicated by AU vs US site context. Not caused solely by migration, but migration increases the chance of similar confusion. |
| #161466 | Solved | Account deletion request | Customer replied to the cutover email asking for account deletion. Useful for privacy/support workflow readiness. |
Corrected Subscription Restart Link Tickets
| Ticket | Status | Subject | Note |
|---|---|---|---|
| #161457 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
| #161458 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
| #161459 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
| #161460 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
| #161461 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
| #161462 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
| #161463 | Solved | Corrected link to restart your subscription | Correction email sent after bad-link remediation. |
Subscription / Account Management Questions
| Ticket | Status | Topic | Why It Matters |
|---|---|---|---|
| #161448 | Solved | Cancel subscription | Customer replied to restart email asking to cancel subscriptions/account debits. Relevant for cancellation timing and support macros. |
| #161357 | Solved | Cancel AU subscription | Pre-cutover cancellation ticket with old .com.au subscription instructions in the thread. |
| #161379 | Solved | Pause subscription | AU customer wanted subscription put on hold. Useful for support handling before the final AU cancellation date. |
| #161380 | Solved | Subscription login | Customer asked how to log into subscription account; staff response was updated from .com.au to .com. |
| #161381 | Solved | Subscription login duplicate/chat | Related live-chat handoff for subscription account login. |
| #161072 | Closed | Loyalty/login URL confusion | Customer was using .com.au for a .com loyalty link. Useful example for redirect/cache confusion. |
| #161481 | Solved | US subscription delay | Not AU-specific, but useful comparison for how staff are handling subscription skips in Seal after the move. |
Lower Priority / Context Tickets
| Ticket | Status | Topic | Note |
|---|---|---|---|
| #161298 | Solved | AU order complaint | AU order complaint around shipping/refund. Relevant only as old-AU-order support context. |
| #161059 | Closed | Discount code / AU site | Older discount-code ticket with AU-site handling in thread. |
| #161431 | Open | Resend/address | Currently open but not migration-related; included because it was one of the latest open tickets reviewed. |
| #161501 | New | Resend/address duplicate | Currently new but not migration-related; appears tied to the same resend/address matter as #161431. |
Source: latest Kit Zendesk migration scan plus manual review of the newest recent tickets. Zendesk base URL: renuebysciencesupport.zendesk.com.