Purpose:

To help maintain an accurate status for Unfulfilled Orders in Shopify. Unfulfilled orders that require a full refund should be canceled altogether on Shopify. Unfulfilled orders that require a reshipment should be marked as canceled in Shopify without issuing a refund. 

Distribution: 

•    Call Care

•    Escalations 

Requirements: 

•    Access to Freshdesk 

•    Access to Shopify

For Unfulfilled Orders that require a Full Refund: 

Orders with an Unfulfilled Paid status that require a full refund should be marked canceled and refunded in Shopify.

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To do this: 

Do not use the Refund option. Using the Refund option will fully refund the customer, but the order will remain under the list of pending orders to be shipped. If an order needs to be fully refunded, it needs to be marked canceled in the system as well.  

1. To remove the order from the unfulfilled orders queue, use the Cancel Order option under More Actions.

2. Use the Refund option under Refund Payment. This will refund the payment method used by the customer. If the payment option used was Recharge, Escalate the Refund since the Refund will need to be processed using the Recharge App.

3. Uncheck the Restock Items box

4. Select Cancel Order

Doing this will mark the order as Cancelled in the system, and it will also issue the customer a full refund. 

The order will now be marked Canceled, Refunded, and Unfulfilled in the system. 

For Unfulfilled Paid orders that require a reshipment: 

Orders with an Unfulfilled Paid status that require a reshipment should be marked canceled in Shopify while maintaining a Paid status.

To do this: 

1. Under More Actions, select the Cancel Order option.

2. Use the Refund Later option under Refund Payment. This will allow you to cancel the order without issuing a refund. The Refund can be manually issued later if needed.

3. Uncheck the Restock Items box

4. Uncheck the email notification to the customer

5. Select Cancel Order

 Add a note to the Shopify Timeline that explains you canceled the order without a refund. If you reshipped the order, include the new order number in the notes as well for reference.

Doing this will mark the order Cancelled, and if you reshipped the order, there is no need to process a refund, but we still want to remove it from the pending list of orders to be shipped.

The order will now be marked Canceled, Paid, and Unfulfilled in the system.