Adding Items to Existing Orders SOP 


PURPOSE:  Customers may email in to request to add items to an already existing order. Unfortunately, we cannot add items to an order once the customer has already submitted it.

To avoid losing a sale, we can advise the customer to submit a new order for any additional items, and we can honor a refund of the shipping fees for the second order.

Using this process will allow us to log the new order number the customer has placed to refund the shipping fees once the order has shipped for US, EU, UK locations.

We are logging to refund because refunding shipping fees before an order has shipped will interrupt the warehouse system and hold the order from shipping.

Shipping fees for AU and CA orders can be refunded right away and will not interrupt the warehouse system.

DISTRIBUTION:

  • Escalations
  • Call Care

REQUIREMENTS:

  • Access to Box File: Honored Promo and Shipping Fee Refunds Log

https://morphe.app.box.com/file/844881706441

*2nd Tab on this file

 

 

  • Access to Shopify:

https://morphe-inc.myshopify.com/admin/orders



 

1. The Customer will email or call in to request to add items to an order

 

2. Reply using the MORPHE Modify Order Add Items to Order canned answer. 

 

 

 

3. When the customer replies with the order number:

  1. IF the order was placed on the AU or CA websites, go ahead, and issue a refund for the shipping fees right away. You will not need to log the order numbers for CA or AU.
  2. If the order was placed on US, UK, EU, go ahead and open the Honored Promo and Shipping Fee Refunds Log. You will find the log in the second tab of this file called Add Items Shipping Fee Refunds.

 

4. Search the Order Number to check the status.

 

  1. If the order is still at an Unfulfilled Status, Log the following:
  2. Today’s Date
  3. The New Order Number
  4. The Shipping Fee Amount to Refund

 

 

 

5. Add a note to the New Order in Shopify.

Ticket Number: XXXXXX

Summary of Issue: Customer wanted to add items to order

Resolution: Refund Shipping Fees once the order is marked fulfilled.

 

 

 

6. This log will be reviewed weekly, to make sure that shipping fee refunds are issued once the orders have been marked at a fulfilled status.