PURPOSE:
How to reship EU orders to avoid having the customer pay an extra custom fee. Countries who are still subject to customs fees are Bosnia, Serbia, Iceland, Norway, and Switzerland (list of countries is subject to change)
REASONS FOR A RESHIPMENT
- 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
- Label created - Shipping label created but order did not move
- Unfulfilled - Order remained unfulfilled
DISTRIBUTION:
- CallCare
- Escalations
PROCEDURE:
Log in to your Shopify account.
- Use the search bar in Shopify to find the order you need to reship. Select the order.
- If the order has been refunded, do not continue.
Click on More Actions. Select Duplicate.
Once you have been prompted, select Duplicate
Modify the order to reflect the item(s) that need a reshipment. Delete all SKUS and search each one again to make sure the stock is available. Add the available items.
Update shipping address if needed or requested by customer.
In the Order Details section, scroll to Add discount. Select the Discount Type as Percentage and the Discount Value as 100%. Reason - Complimentary Replacement . Select Apply.
When selecting shipping, Always use the Free Shipping option, to avoid customers seeing any dollar amount on the replacement confirmation email.
Select Mark as Paid.
Prior to creating the order, you will be prompted. Confirm the order as paid and select Create Order.
Notate the Reship order with Original order number and reason for reshipment.
Notate the Original order number with Reship order number with the new Reship Order Number.
