Lost order USPS Priority Mail

New Member
1 0 0

MY customer's order was scanned into USPS at the post office on Novemeber 19.  The package tracking has shown "In Transit, Arriving Late
Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility" since November 25th.

I want to send a replacement order and file a claim to be reimbursed.  

1) How do I handle this in Shopify so that I can print a new label for the order already marked as fufilled? 

2) Do I make the insurance claim with USPS - separate from SHopify?

Shopify Partner
415 44 87

Hi @lovesomegear

When we ship a replacement to a customer, we always create a duplicate of the original order (if you go to the order screen for the one in question, you will see the 'Duplicate' option at the top). When you duplicate the order, it will create a draft order that you can set the discount as 100% and the shipping as 'Free'. Then we click the 'Mark as Paid' button and it creates a new completed order to be shipped out.

By using this method, it properly subtracts the replacement products from our inventory, sends a new confirmation email to the customer to let them know we are replacing the lost order, and allows for a new fulfillment/shipping record to be created.

As far as putting in a claim, here is the Shopify Help documentation: https://help.shopify.com/en/manual/shipping/fulfillment-services/shopify-fulfillment-network/order-m...