Customer A orders a product
The Product gets lost on the shipping way
We now ship the item again but can't add a 2nd tracking number. We can only edit the current one. But we also want to keep the old one for reference. Also we'd like to send him a new shipping notification with the new tracking number.
How do you guys handle such cases? Or would you duplicate the order (set price to 0) and let it go through the complete order processing again?
Hi @Marc_M !
For our store, we use the second option you mention - create a new order and discount it to $0. This helps keep inventory properly accounted, preserves the separate records for both shipments, sends the new shipping notification to the customer, and gives us additional documentation to back up any claim we might file with the carrier.
Hope this helps!