How to manage orders that need to be reshipped (due to some of these issues)?

Bob31
Explorer
142 0 28

Hey all! I'd appreciate hearing how some of you are handling a few of these scenarios:

  1. A customer places an order, but we forget to include an item or we ship the wrong item or we don't send the correct quantity, so we need to send a second shipment.
  2. A customer receives an order, but the product was damaged during shipment and we need to send a replacement.

How are store owners keeping track of these errors and ensuring they go out on time and that the entire process is as streamlined as possble. For example:

  1. Customer notifies customer support that there is an issue with their order/shipment
  2. Support somehow creates a replacement order in Shopify so that the warehouse sees it as an open order
  3. Warehouse fulfills the order,
  4. Warehouse purchases a USPS shipping label (through Shopify)
  5. Warehouse arks it as shipped
  6. Customer receives an email notifications with tracking number
  7. Shopify reporting would not show this as a "sale" or additional revenue
  8. Shopify reports the cost of the shipping label
    1. Bonus: Shopify would report how many orders we had to reship

 

Our current process:

  1. Customer service updates a spreadhsheet with the item(s) that need to be reshipped
  2. Customer service updates warehouse
  3. Warehouse purchases a shipping label through the USPS website
  4. Warehouse (has to remember to) tell customer support it has shipped
  5. Customer support follows up with the customer to let them know the tracking number

It's cumbersome and still too easy to goof up.

I realize I can "create an order" in Shopify, but it if I don't select "Mark as Paid" or "Pay with Credit Card" the order stays as a draft. Plus, selecting those options means that from a reporting/accounting standpoint, it shows we sold more than we did. Plus, we are not able to purchase a shipping label in Shopify.

How are other stores handling these types of issues? Does Shopify already have this built in (and I'm just missing it)? Are there apps out there?

Thanks for any thoughts!

Bob

Build & grow an ecommerce business that will help you reach your goals with my no bull, no hype, no pitch mini-guide: http://www.bobpotter.co/
Replies 22 (22)
Jason_Curtis
New Member
1 0 1

I would also like to find out the best answer to this.  There are many reasons and times when even businesses and individuals with the best practices need to print more than one postage label from an order. I currently also use Etsy as a selling platform and the ability to print more than one label from an order is very easy, seamless and efficient.  You simply just click a button that says 'Print label'.  The first time you click it, it fulfills the order.  After that, it doesn't affect that at all.  Just print another label with the package dimensions, weight, etc. for whatever reason and you're done.  No need to leave Shopify at all.

Of course I realize that each platform has their purpose and use (that's why I have both) but it would seem like a great feature that a lot of users here at Shopify would like and would use.

More than once I've had to leave Shopify in order to print a label that I needed for a Shopify order.  The less we have to leave Shopify to help fulfull Shopify orders, the better for Shopify and for users.

Don
Shopify Staff
Shopify Staff
2029 140 268

Hi all!

Don here from Shopify!

Thanks for taking the time to outline your requirements and the issues you've been having with the current functionality of the platform. 🙂

What I can do from here for you is to file a feature request with our developer team to expand on this functionality in a future build of Shopify.

While we can't give a timeline on or guarantee a given function will be included, we do rely on feedback and reports like this from our merchants to let us know what we could be doing better; so thanks again for that! 🙂

You can also reach out to us at any time, 24/7 via our support site if you have any other questions or even if you wish to have another feature request filed on your behalf.

All the best!

Regards,
Don

Don | Social Care @ Shopify 
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sheseeksnomad
New Member
1 0 6

Hi there, what we just did was create a custom order, added a custom item for $0 called "Reshipment of Order #xxxx", linked the customer, and marked as paid.

 

The order now shows up on your orders list and we were able to quickly print a new label and fulfill. 

 

Thought we would share and hope this might help someone!

jopkel
New Member
1 0 0

Has there been any progress on this? Handling lost and damaged products is a common process. It would be great to be able this handle this properly without tracking in separate, error-prone excel sheets 

AynRandySavage
New Member
1 0 4

Here's my current process:

 

1) Click on the order in question

2) Click on More Actions -> Unarchive Order

3) Click Edit Order

4) Add Custom Product (I just name the product I'm re-shipping or whatever) I make it $0.00 but I click "Requires Shipping"

5) Now on the order you have the option to create a new shipping label

Joel-Reeds
Shopify Partner
165 9 59

Disclaimer:  I am not a merchant, but I work with merchants on a regular basis.

 

Working with merchants, another approach I've seen when it comes to lost or damaged products is to create a draft order, assign the product and customer to the order, then mark it as paid.  This should streamline your process in several ways:

 

  1. Creates an order history for the lost or damaged item.  Side note:  You can use order tagging as a way to track this in more detail should you have the need to generate reports in the future.
  2. Notifies the customer that an order has been created, and will update them when the item has shipped.
  3. Keeps your inventory count up-to-date.
  4. You can generate a shipping label from the newly created order.

I hope this helps.

 

Cheers,

Joel.

Co-Founder / CTO @ Intuitive Shipping Inc.
Intuitive Shipping | Smart Boxing | Automate Shipping Profiles
Eomik
New Member
1 0 0

We're new to Shopify and have been doing this process as well. I like that it manages inventory correctly but when I mark it as paid, it looks like a new order and I believe it's skewing the analytics making it look like we have additional sales.

 

Any workaround for this?

DesignerJoe55
Explorer
38 0 15

This works. Thanks!



@AynRandySavage wrote:

Here's my current process:

 

1) Click on the order in question

2) Click on More Actions -> Unarchive Order

3) Click Edit Order

4) Add Custom Product (I just name the product I'm re-shipping or whatever) I make it $0.00 but I click "Requires Shipping"

5) Now on the order you have the option to create a new shipping label


TheCraw
Excursionist
13 0 4

Was wondering when you do it this way, since 90% of our orders are overseas what shows up on the mailing labels for duty. Is it basically saying now that the items are 0 cost. No duty to be paid? Would work in Canada but an issue when you are dealing with customs. I guess in Canada you are okay on the PST and HST because you would have already collected them on the first shipment but not when the duty and taxes are collected at the far end and if we get the package back they have not been paid.

 

This is a very frustrating thing that happens weekly that Shopify should be able to handle but does not. We get lots back from overseas where the Post Office has not notified the customers the package is there or the people are away on holidays and it gets returned. We need to ship this back and it is a nightmare with shopify. If you detail it out on a new order it will make your sales incorrect and over report. If you make them 0 dollars you are doing it illegally, so for now we have to manually go to a different system and recreate the whole original item list with dollar values and codes for customs. We would be happy to pay the shipping if we could just reprint the original mailing label (a valid one that has not been used)  and not double our sales. Pretty out of touch software with the realities of the business they serve. Keep seeing very convoluted work arounds which should be needed for something so fundamental.

TheCraw
Excursionist
13 0 4

Joel, does this approach keep your sales numbers straight?

CCELLandMore
New Member
1 0 1

Works for us.  We apply a 100% discount to a replacement order.  Keeps stock in check and incoming figures correct.

TheCraw
Excursionist
13 0 4

So in our case where everything goes through customs, am I correct in guessing that the labeling shows a 0 value on everything?  Would be okay for Canadian orders but would not be accurate for international nor would the various countries accept this as they would not be paying the duties due. We usually always get the packages back eventually (although can take up to 4 months sometimes). When that happens how do you handle the inventory. It is a very creative work around for Canadian orders. I like the fact as well that the history would be tracked automatically to the customer so you can see later what went on. Not sure but will try it on some international orders as I have two that went missing in Spain and Italy and have to resend.

Still amazed that something that happens in every business Shopify has no valid process for and has people all jumping through hoops to make the system work.

KiriousLA
New Member
1 0 0
TheCraw
Excursionist
13 0 4
I tried it by duplicating the order and then crediting the full amount of
the order (I guess you can do percent or dollar amount so I picked a dollar
amount) and then generated a mailing list. It showed a 0 dollar balance but
the individual items still had their dollar amounts on them. Generated a
mailing label (this is for overseas) and was pleasantly surprised the
negative amount does not show up on the mailing label (basically looks
exactly the same as the original one) printed it and will be sending it off
tomorrow. This should keep the tax people quite happy.

This looks like the best work around I have seen so far. Thanks for writing
the original idea.
petereroe
Tourist
8 0 7

It's so weird that there isn't a proper way of doing this though. Come on Shopify!

TheCraw
Excursionist
13 0 4

I agree completely. It still takes more time than it should and is complicated. If you are not doing them all the time (which we are not) will have to go and look up exactly how to do it each time. I totally agree. Stuff gets lost all the time and has to be reshipped.

catbiz
Tourist
3 0 0

The only thing I would add to this is you can apply a discount to the item to make the total for the order $0.  Then, mark it as paid.  That way, your accounting won't show an extra payment.

CharlesMJr
Excursionist
22 0 7

I agree - this is very frustrating.  We are an on-line store only so not sure if that makes a different.  We do not use Shopify POS.  I think the 100% discount is the best way to go but I am open to ideas.

I tried "create a custom order, added a custom item for $0 called "Reshipment of Order #xxxx", linked the customer, and marked as paid."  Only problem is that I received an error message that the $ amount for the customer item cannot be zero.  So that killed that approach as mentioned in posts dated 05-02-2019.

I assume that if a custom item cannot have a $0 value, that the "1) Click on the order in question 2) Click on More Actions -> Unarchive Order 3) Click Edit Order 4) Add Custom Product (I just name the product I'm re-shipping or whatever) I make it $0.00 but I click "Requires Shipping" approach impossible. As mentioned in 01-18-202010:55 AM post.

I then tried "create a draft order, assign the product and customer to the order, then mark it as paid" as mentioned in 01-18-202012:04 PM post.  This appears that it will work but I am concerned that the email confirmation to the customer may confuse the customer as the shows the price of the product and a $ total for the order.  It does say "Paid" at the bottom of the confirmation.  This approach also overstates amounts in sales reports.

At least the total for the order using a 100% discount will be $0 and less confusing to the customer and does not mess up sales analytics and reports.

Am I missing anything? Any other ideas out there? 

 

TheCraw
Excursionist
13 0 4
The 100% discount like you described at the bottom is what I have ended up
using. Since I am in touch with the customer there is not really confusion
over the email confirmation.