How create an (customer care replacement) order outside sales and tax reports?

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Tourist
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I need to send a replacement order for which I need to create a new order. How can I create an order in such way it won't sum up in the sales report and tax reports?

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Shopify Staff
Shopify Staff
561 45 125

Hi, @JeroenHes!

Julie here from Shopify Support.

Are you planning on charging your customer for the replacement order? If not, then you could simply create a draft order and apply a 100% discount to the entire order before marking it as "paid". This won't affect your sales and tax reports, as no actual profit will be recorded. Once the order is created, you could also add an order note for your own personal records, indicating that it was a replacement order. 

Another option is to simply edit the existing order. In fact, order editing is a relatively new feature and will allow you to add items, remove items, and adjust item quantities. However, orders can only be edited if they were placed less than 60 days ago and you'll also need to be logged in as the account owner in order to do so. If this particular order is eligible for order editing, then I would recommend going this route to avoid creating a brand new order. This method will also not affect your sales and tax reports.

Have you considered order editing, as opposed to creating a new order?

Julie | Social Care @ Shopify
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Tourist
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Thanks Julie, the first route would be the best one for us.
When I cancel the 'old' order will this one still be included in the sales and financial records/reports?
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Shopify Staff
Shopify Staff
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Thanks for following up.

Your sales reports will always include both sales and returns from open, archived, canceled, and pending orders, as well as draft orders that have been converted into orders. Although the order is canceled, your sales report will still reflect that particular sale as profit unless you also refund it. However, you can filter your reports to exclude canceled orders if you aren't wanting to see them in your sales report.

I hope that helps!

Julie | Social Care @ Shopify
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Tourist
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Thanks. Is there a way to makes sure customer service (back-end) orders are excluded from any report?
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Shopify Staff
Shopify Staff
561 45 125

This is an accepted solution.

No problem, @JeroenHes!

Once draft orders are paid, they are considered regular orders. Because of this, there isn't a way to separate them from your reports by default. However, as a workaround, you can filter and edit your reports to narrow down only the orders that you'd like to view. In this case, you could add a filter like that excludes draft orders:

 

20-03-ouc8t-biqb5

As previously mentioned above, you can also create filters to exclude canceled orders from your reports.

Another easy way to exclude data from any report is to simply export reports as a CSV and delete any applicable orders from the CSV file. If you already export and save your reports for offline access or bookkeeping purposes, then this is what I'd recommend doing. 

Julie | Social Care @ Shopify
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Tourist
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Hi Julie!

 

If we use the second option to edit the order for a replacement (the customer is not charged for it) how do we add the 100% discount like the first option? Even if it does not show in our sales reports, it still shows on the customer order as having paid for all the items, including the replacement. When editing an order and adding a product, why can't there be a way to add a discount to that item or an option to add it for $0 which is common in damage claims. Any help with this would be GREATLY appreciated! Thank you

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Shopify Staff
Shopify Staff
561 45 125

Hi, @Cottage21!

Typically, orders are edited in scenarios where a customer wants to change an item or if you need to add or remove an item. If the order has already been fulfilled, then it's not possible to edit the fulfilled products. This is because fulfillment indicates that the order was already processed and shipped. 

Have you considered refunding and canceling the original order and following the steps outlined in the first option above? In this case, you would simply create a draft order and apply a 100% discount to the entire order before marking it as "paid". 

It does look like we've had quite a few requests for merchants to have the ability to apply discounts while editing orders, however. While our developers are currently looking into the possibility of implementing this feature, I'd be happy to submit your request as well. If this feature is introduced, we'll be announcing it in our changelog, so feel free to keep an eye out there. 

Let me know if you have any further questions!

Julie | Social Care @ Shopify
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Tourist
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We can edit the fulfilled order by unarchiving it and then it lets us add
to the order, which is nice because we can keep the replacement and order
status altogether. The only problem is we can not zero the replacement out
with a 100% discount. This seems like it should be a no brainer? Even if
the customer wanted to change an item and we wanted to offer a discount for
the change, it seems like that should be an option?

Refunding and canceling the original order does not work because we can not
charge the customer for the replacement. Any other suggestions?

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Shopify Staff
Shopify Staff
561 45 125

Thanks for getting back to me.

That completely makes sense and I can definitely see how editing the price would be a great feature to have. As the order editing feature is relatively new, we're always looking to add more functionalities so I have gone ahead and raised this with our developers as a feature request. 

As for creating a new order with the replacement, you can most definitely do so without charging the customer for a replacement. To do this, you can simply apply a 100% discount to the new order. This will make the order total $0 and your customer won't be required to process any payments.

It's also worth noting that if the customer returns the item and you need to restock it, then you can refund and cancel the original order. In this case, you can simply refund $0 because the customer is receiving a replacement that they've still technically paid for in the original order. When processing the refund, you'll also have the option to restock the product. By default, the Restock items option is automatically selected. This might not be necessary for you, but it's worth keeping in mind should you ever receive a return and need to restock inventory.

Let me know how that goes!

Julie | Social Care @ Shopify
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