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 US, EU, UK orders only*

Requirements: 

Time Per Action: 5 Minutes


1. Locate Order ID on spreadsheet, copy & paste into Shopify. Check for High lighted orders, they will have more than one SKU to be added in the email. Include all SKU's in one email.

image 

2. Confirm "Unfulfilled" item matches the same as on Excel



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

7. If order has only OOS item, use Response 1. If order has both fulfilled and OOS items, use Response 2 :


Response 1- Grab discount code from BOX file and insert.


https://morphe.app.box.com/file/342703864109?s=4xcuncewmzqbqk6jio50yei0cnobjwck


Hello 

We're so sorry, but we've had to cancel additional items in your recent order due to availability. The following items aren't available to fulfill: 

XXXXX

Please allow 2-5 business days for the funds to post back to your account for the out-of-stock item. 

Below we will include a courtesy single-use %____ discount code that you can use towards a future morphe.com purchase. 

Code: XXXX

Once again, we apologize for any inconvenience.

 Morphe Care Crew


Response 2- 


Hello

Thank you for your recent purchase. We're sorry to inform you that we aren't able to fulfill the following items:

XXXXXX

Although we try our best to maintain 100% accuracy with inventory, there are rare occasions where we experience an error. This item has been removed from your order and fully refunded per your original payment method. 

Please allow 2-5 business days for the funds to post back to your account for the out-of-stock item. If there are any additional items in your order, we will process them shortly. 

Once again, we apologize for any inconvenience.

Morphe Care Crew



8. Add note to Shopify  "[ITEM NAME] - OOS" 

9. Fill in Column H, Email Sent Date, in Excel file