Reshipping an Order Item

Items on an order can be reshipped at any time after the order has been shipped and paid, or if the order has not yet been allocated. A Customer Service Representative might initiate a reshipment if the item arrived damaged or broken, or was never received at the shipping address. In some cases, an appeasement or credit/adjustment might be made to satisfy the customer.

The ability to manage reshipments is configured in the Administration module as follows:

Note: An order item can only be reshipped once on an order. If there is a need to reship an item a second time, locate the order created for the first reship attempt and then follow the steps described in this topic to issue the reship for the item from that order.
Note: When performing a reshipment, you can have the item attributes copied over by setting the Clonable option for the custom attribute in Attribute Manager.
  1. In Order Management Customer Service Center, search for an order.
  2. Click the order ID.
  3. On the Order Details page, in the Items section find the line item to be reshipped.
  4. Select Reship from the Actions list.
    The Reship option is available if it was configured in Administration: Settings > Providers > Customer Service > Company Level link in the Administration module.
  5. Select the quantity of the item to reship from the Quantity list.
    The maximum is the quantity of the order item in the order.
  6. Select the item to reship from the Item # list.
    Only child items of the same master item are included. The available quantity (On Hand minus On Hold) of each item appears in the list.
  7. To provide a credit, such as a shipping credit, enter that amount in the appropriate order-level appeasement fields. Then select the payment method information for the credited amount in the Eligible Credit Destinations section.
    An order-level appeasement applies to the order, not an appeasement for the individual item.
  8. Repeat the steps for any item that must be reshipped.
  9. Click Calculate to recalculate the order amount.
    This is important because child variations of a master item might not all be the same price.
    If a reshipment involves a reship charge, an Add Payment section appears requesting an additional payment. Complete the requested information including the payment type, name on card, card number, CVV, and card expiration date.
  10. Scroll to the Reason for Adjustment form.
    The Activity and Result Codes are set in the Pick List settings in the Administration module.
    1. Select an Activity Code from the list.
    2. Select a Result Code from the list.
    3. Enter a subject in the Subject text field.
    4. Enter any notes in the Notes text field.
  11. Click Submit to commit the order adjustment.
    A new sales order (Reshipment order #) is created for the reship item with a $0 total that follows standard fulfillment procedures. The order's Update status appears at the top of the page and the reshipped quantity appears in red in the Item section.