Refulfilling a package that was Returned To Sender

New Member
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I have a package that came back to me b/c the customer entered the wrong address.  They have since emailed me with the correct address and I am trying to print a new shipping label.  I saw some other posts about creating a new order manually with 100% discount, however I don't want my metrics to show that I sold 2 items when in fact it was one.  How do I process a new shipping label without affecting my numbers.



Shopify Staff
Shopify Staff
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Hello, @danalcohen.


Elias here with Shopify Support. That’s a great question, Dana.


I understand you need to resend an order due to a mistake in the customer’s address. If the shipping label from the original order can be voided, given the time frame allowed for this, then you don’t need to duplicate the order as you can update the shipping address in the order and buy a new shipping label. There’s two ways to update the shipping address, one is on the order and the other is on the shipping label purchasing stage. 


Here’s an example of both methods from one of my test orders for updating the shipping address:





That said, if the shipping label has passed the time frame allowed for voiding, then you will need to duplicate the order to purchase another label. Discounting the item by 100% will help keep your reports accurate; however, you may need to adjust your inventory. The new order will allow you to purchase the new label and you can use the same methods mentioned above to update the address. Alternatively, if you don’t want to duplicate the order, you can consider buying a new label directly from the post office as well. 


I hope this helps clarify the posts you were looking at and gives you a couple of suggestions to work with. If you have any other questions on shipping labels, don’t hesitate to let me know!

Elias | Social Care @ Shopify 
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