> For the complete documentation index, see [llms.txt](https://docs.pakk.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pakk.io/customers-and-sales/credits-refunds-returns-and-replacements/common-scenarios.md).

# 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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