Issuing Refunds to Orders with Out of Stock Items -SOP


Purpose: When the warehouse does not have inventory to fulfill a product or order, we must adjust the order in Shopify to credit the customer for any items that were unfulfilled due to backorder or the product being out of stock. 

*For AU and CA orders only*

Requirements: 

Time Per Action: 5 Minutes


1. Locate Order ID on Discount Code File spreadsheet, fill in column D, E, F and H



Then copy & paste into Shopify


2. Refund all unfulfilled SKUs 



3. Scan & confirm that other refunds have NOT been issued for the same item

4. Initiate refund for OOS item - uncheck box "Restock Item".

5. Reason for refund: "OOS"

6. Ensure "send notification to customer" box is checked


7. Contact customer by clicking on email address in right side panel


8. , Send response Shopify


Response 1- If entire order has OOS item + Grab discount code from BOX file and insert.


Hey Morphe Babe!

We're so sorry, but our warehouse had to cancel your recent order due to products being unavailable.

At this time, unfortunately we cannot be sure when we will be able to re-stock but rest assured, we are working to bring back these items as quickly as possible. As a result, your order was refunded in full and a refund email confirmation has been sent. Please allow 2-5 business days for the funds to post back to your original payment method. 

Additionally, for the inconvenience, please accept this 20% discount code for your next Morphe purchase:

Code: XXXX

We apologize for any inconvenience and please don't hesitate to let us know if there is anything else we can assist with!

Morphe Care Crew


Response 2- If order has both fulfilled and OOS items 


Hey Morphe Babe!

We're so sorry, but our warehouse is unable to fulfill some of the items in your recent order due to product being unavailable.

At this time, unfortunately we cannot be sure when we will be able to re-stock but rest assured, we are working to bring back these items as quickly as possible. 

An immediate refund has been issued for the unavailable items removed and please allow 2-5 business days for the funds to post back to your original payment method. 

The remaining items in your order have been shipped and a confirmation with tracking information can be found in your email inbox!

As an added token of appreciation, please accept this 20% discount code for your next Morphe purchase:

Code: XXXX

Once again, we apologize for any inconvenience.

Thank you,

Morphe Care Crew



9. Add note to Shopify:  issued refund for OOS items / customer has been notified