I recently shipped one order to my customer. The package has been deliveried. And the customer contact me with some items missing in that package. I was trying to purchase a second shipping label under the same order to send a replacement order. But the order has been archived, so I wasn't able to do so. Can anyone help me with this?
Thank you very much.
Leon here from Shopify Support.
If an order has been fulfilled and delivered already, there is no way in the admin to go back and "re-fulfil" those items. In cases like this, you'll need to create a draft order in the admin by going to Orders > Create Order, add the items that were missing from that orde, then buy a shipping label and fulfil the new order. In this new order, you can mark it as paid, discount it fully to not impact your sales figures, and add notes to indicate that the items in this order are a replacement for the previous. After this is completed, you'll be able to look at the customer account in the admin and see both orders at a glance.
If you have any questions about this process, please let me know.
Have a great one,
I'm glad I found this! I too was wondering how to print another label on an order I sent out, and needed to make an exchange. I marked the order as paid, but what do you mean by "discount it fully to not impact your sales figures"?
Thanks Leon, I appreciate it. I guess it works. It's pretty non-obvious work-around, I had to come here to find that solution.
I found a quicker way just go to the original order and hit duplicate and add a discount equalling the total and mark as paid. That's it then you can create a new label and it won't affect your metrics.
I just did all that but didn't see the discount thing so now I have a full order amount sitting in my account. Do i just "refund" that? Did it get charged to the customer? Hope not. If I refund, di I actually refund her money she didn't pay because I marked it as paid??? Easier on Etsy sorry guys haha.
The problem with this workaround is that you then have to manually adjust the inventory because the system thinks it is re-selling those items, when in fact they were only sold once and just not delivered.
I tried this and it doesn't give me an option to generate a new shipping label or print it
Creating a draft order for a second round of shipping associated with exchanges is entirely inefficient. It creates an artificial revenue amount, takes onerous amount of time, and appears as an order when it's an exchange only. Shopify needs to enable an second label option associated with initial order activity - processing a draft order for purposes of label generation with information already in system is stupid.
This is an unreasonably complex work-around for what should be a standard feature. The need to ship a second package to a customer is frequent enough to justify adding the feature. If an item was left out by accident, a follow up item needs to be sent, etc. There are a variety of reasons why I need to create another label after the original shipment. Ebay offers this. Paypal shipping offers this. It would be much appreciated if shopify would add this feature, it would be very helpful. Thanks.
This ridiculous work-around actually *does impact the sales figures. When you create an order and discount it fully, the order contributes to your gross sales, and the discount is tracked in the discounts line. Sure, it doesn't affect the bottom line in the end, but it does end up tracking the sale and discount. I know this because I struggled with it at tax time this year... having to reconcile discounts against gross receipts at tax time... all that extra trouble... just to print some additional shipping labels. Come on guys, everybody else who does e-commerce shipping systems offers this feature, and has for a long time... get with the 1900's already.
I figure out an acceptable method to print the 2nd shipping label when the customer request the replacemnt.
I add a new product item, the product name is "request replacement", price is $0
The buyer places an order to replace his defective goods. In checking out, it does not require credit card information but the shipping address.
Then, the seller prints out the shipping label and packaging slip as well.
That was what I did. I gave the buyer the link to request his replacement.
This doesn't work for me anymore. I tried four times, with a couple minor variations, notably making it free shipping and also First Class Mail. This worked early June now it's late August and I can't print a shipping label. And this is using the same item + discount that I used the previous time. I hit "fulfill order" and it just asks me to enter carrier and tracking number.
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