Order management- Addressing common issues and solutions

Effective order management is essential customer satisfaction. From handling returns and partial deliveries to processing refunds, understanding key procedures can prevent common issues. This article addresses frequently asked questions and provides clear solutions to help you manage orders efficiently and accurately.

Change shipping address

1. Find the order in the order list.
2. Click on the three ellipses next to the shipment, then select Edit.
   
   
   
   
3. Update the address field with the new shipment address and click Save.
   
   
   
   
4. Expand the shipment to verify the changes.
   
   

Create a return

1. Navigate to the order you want to create a return for.
2. Select the order line(s) you want to include in the return. You can select multiple order lines.
   
   
   
   
3. Click on Manage and then select create return order.
   
   
   
   

   Note: It is not possible to create a return without the order line being marked as delivered (Quantity will be 1/1 and shipment status sent). 

4. Set the conditions for the return order:
   
   1. Stock update: Use the toggle to decide if the return order should update the stock.
   2. Return type: Set a return type as configured in the system settings.
   3. Return comments: Write any necessary comments regarding the return.
   4. Credit shipment: If this toggle is on, the shipment cost will also be credited.
   5. Unpicked product: Use this toggle if the customer did not pick up the product at the    pickup point on time and pay for the unpicked item fee.
   6. Return comments: Write any necessary comments regarding the return.
   7. Warehouse selection: Choose the warehouse where the return order should be created and where the stock should be adjusted.
   8. Customer credit decision: Use the toggle to decide if the customer should be credited or not.
   
   
   
   

   Note: The crediting does not occur immediately upon creating the return. It depends on the workflow step set in the return settings. The timing and conditions for crediting are defined in these settings.

5. You will now find the return order listed under the Returns tab. Click on the RMA order number to get to the return order.
   
   

Creating a partial shipment

To create a split shipment for an order, follow these steps:

1. Navigate to the specific order you want to split.
2. Select the order line that you want to create a partial shipment for. In this example, there is an order line with two pedals, and we want to send one pair in a separate shipment.
   
   
   
   
3. Click on Manage, then select Create split shipment.
   
   
   
   
4. Adjust the quantity to one. If you need to change the shipping method, expand the shipping options and select a new one.
   
   
   
   
5. Click create.
   
   
6. A new shipment is now created. 
   
   
   
   

   Note: Partial delivery cannot be created for items already marked as delivered.