Sending a replacement
Starting a replacement
Open the order. Once it is Dispatched, a Replacement button appears in the page heading. Press it to open the replacement screen, which lists every item that went out on the order's delivery note.
Choosing what to resend
Each line shows the Quantity Dispatched and a Quantity Resend box. Type how many of that item to send again — it cannot be more than was dispatched. Replace All fills every line with the full dispatched quantity when the whole order has to go again.
Lines left at zero are not part of the replacement.
Each item is made good once
An item that arrived broken, missing or wrong is made good once: sent again, added free to the customer's next order, or refunded, or a mix of them, but never more than the order line itself. Partial refunds count for the part of the price refunded: after refunding 20% of a line, 80% of it is left to claim.
If you ask for more than is left, Save is refused with a message naming the items already replaced, refunded or waiting in the next order. Once a replacement has left the warehouse, its items can be claimed again, in case they arrived broken too.
Claims are taken for 60 days after the order was dispatched. After that, the replacement is refused.
Giving a reason for each item
Every line with a quantity to resend needs a Reason. Save stays disabled until each of those lines has one.
| Reason | Recorded against |
|---|---|
| Damaged by courier | Courier |
| Lost by courier | Courier |
| Wrong item sent | Warehouse |
| Missing from parcel | Warehouse |
| Broken, poor packaging | Warehouse |
| Faulty product | Supplier |
| Customer error | Customer |
| Other | Not known |
Pick the reason that matches what really happened: it is how faults are counted later, not only a note for this order.
Leaving a note for the warehouse
Above the items there is a Note to warehouse box. Use it for anything the pickers and packers should do differently this time — check the item before packing, add extra packaging, include something missing. The note is saved on the new replacement. Leave it empty to keep the order's own warehouse note.
After saving
Pressing Save creates the replacement delivery note, which goes to the warehouse like any other note (see Picking and packing a delivery note). The reason for each item is shown next to its name on the replacement's delivery note page and on the picking screen, so the warehouse knows why it is going out again.
A customer's replacements are listed under their page in the shop's CRM. Replacements created before reasons were introduced have no reason shown.
Claims from the chat
When a customer writes in about a damaged or missing item, the customer panel beside the conversation shows a Claim box with the lines of their order. If they gave an order number, that order is used; otherwise their last dispatched order is used. When they mean an earlier order, pick it from the Order list at the top of the box, which shows their orders dispatched in the last 60 days.
Tick the lines and send them again with Create replacement, put them free into their next order with Add to next order, or refund them to their balance with Refund to balance. A line already partly made good shows how much is left, and a line with nothing left cannot be ticked.