PURPOSE:

  • An agent would need to perform this task when a client has received a damaged order or did not receive their order at all. We would recreate and reship the order to the customer.

DEFINITIONS:

  • Damaged – Item(s) were damaged during transit
  • Missing – Orders that are missing due to being lost in transit
  • Defective Item – Item(s) were damaged due to manufacture issue
  • Delivered Not Received – Missing/lost orders
  • Incomplete – Orders that have missing item(s) or empty
  • Incorrect Item – Incorrect item(s) received within order/different order
  • Return – Orders that have been returned to the facility due to incorrect address or customer availability


DISTRIBUTION:

  • CallCare
  • Escalations


PROCEDURE: 

            When a client contacts via phone or email regarding having issues with their order, an agent would perform a reship to the client. This will be the first offer we suggest to clients and we advise clients that there will be a 1-2 processing day prior to the tracking number being generated. It is critical to check the client's account prior to action of the order.


  1. Log in to your Shopify account. 
  2. Copy the order number found in Fresh Desk.
  3. Use the search bar in Shopify at the top and paste the order number. Select the order.
    • If the order has been refunded, do not continue.
  4. Click on More Actions. Select Duplicate.

  5. Once you have been prompted, select Duplicate
  6. Modify the order to reflect the item(s) that need a reshipment.
    • Open a second tab for Shopify. Use this to check if the items are still in stock
  7. In the Order Details section, scroll to Add discount. Select % and include “100.” Include Complimentary Replacement  under reason for reshipping. Select Apply.
  8. If any changes need to be made to the shipping address for the reshipment please do them by selecting the 3 Dots at the top left corner & Select Edit shipping address.


***This step must be done before you confirm the order Marked as PAID****


9. Select Add shipping. Select Free Shipping and select Apply.

10. Select Mark as Paid.

    -Prior to creating the order, you will be prompted. Confirm the order is $0.00 (Free order)

  1. Select Create Order to complete the order.
  2. Notate the Reship order with Original order number and reason for reshipment.
  3. Notate the Original order number with Reship order number with the new Reship Order Number.