Common Scenarios
Instructions for common eCommerce scenarios
An order is entirely lost in transit, what do I do?
If the customer still wants the order:
Full Credit the order
Choose allocation account ‘Lost in Transit’
Duplicate the original Order
Apply the Credit to the Order
If the customer wants a full refund, including shipping:
Full Credit the order
Choose allocation account ‘Lost in Transit’
Fully refund the Credit
An order is partially damaged in transit, what do I do?
If the customer wants wants a refund, not including shipping:
Manual Credit the order
Add the lines that were damaged to the Credit
Choose allocation account ‘Lost in Transit’
Fully refund the Credit
If the customer wants wants a refund, including a portion of shipping:
Manual Credit the order
Add the lines that were damaged to the Credit
Add an ‘Other Charge’ line for the amount of shipping to credit (Note - your account administrator should have created this Other Charge already, see below)
Choose allocation account ‘Lost in Transit’
Fully refund the Credit
If the customer wants wants to leave the credit on account for next time:
Manual Credit the order
Add the lines that were damaged to the Credit
Choose allocation account ‘Lost in Transit’
How do I process a request for a replacement?
Manual Credit the order
Add the lines that were damaged to the Credit
Choose allocation account ‘Lost in Transit’
Create a new Order for the items that were damaged
Apply the Credit to the new Order
How do I manage returns?
Here are a couple of scenarios. for example, to manage the return a whole order for refund, including shipping:
Enter and track a Return to bring the order back into stock
Full Credit the order
Fully refund the Credit
Or to manage the return of one item for refund, not including shipping:
Enter and track a Return to bring the item back into stock
Manual Credit the order
Add the lines that the customer is returning to the Credit
Fully refund the Credit
How do I refund the postage only?
Manual Credit the order
Add an ‘Other Charge’ line for the amount of shipping to credit (Note - your account administrator should have created this Other Charge already, see below)
Fully refund the Credit
How do I create an ’Other Charge’ or ’Postage' line (Account Administrators)
Perhaps you were passing by your client's and decided to drop the order yourself, so you want to refund the postage costs. For ad-hoc cases like this we can create an item of type Service, and call it, for example, ’Other Charge’ or ’Postage' which can then be used when needed.
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