Modify SKUUpdated 3 years ago
Modify SKU
In response to a request to amend an order, the first step is to check the status of the order at eCura.
Generally speaking, the normal order flow includes pending, pending and shipped status. In addition, common abnormal order statuses include frozen, problematic and abandoned.
Standalone - FEZiBO]
"Pending Shipment Review" status
Step1: Freeze the order and add a "Customer Service Note": "Do not ship, replace product".
Step2:
1 | 2 | 3 | 4 |
1. the size, colour and model number of the new product has been provided. 2. the new product is in stock (there will be a hidden SKU on the front end of the website) | No/refundable difference: shopify edits the order to refund the difference, eCura also modifies the order, transfers the order to "pending shipping review" and removes the customer service note. (There is a price difference) Inform the customer that the order has been changed and the price difference has been refunded. Template: [User Responsibility] Exchange Exchanged Refunded Price Difference Shipping Time | ||
Price difference: shopify edits the order to send the price difference invoice, the order details can confirm whether the customer paid Template: [User responsibility] Exchange exchanged Exchange advised to pay the difference | Received: Easy Warehouse edits the order, transfers it to "Pending Shipping Review" and removes the customer service note. Inform the customer that the order will be shipped soon. end Template: [User responsibility] Exchange Received Shipping time | ||
Disagree with the price difference - explain the reason for the difference Template: [User responsibility] Explanation of price difference | Agree and receive - go through the "Received" process. end Template: [User Responsibility] Exchange Received Shipping Time | ||
Disagree - Recommend cancellation for refund. end Template: [User responsibility] No refund suggested Cancellation | |||
48H no reply and no difference in price - cancel, refund and inform. END Template: [User responsibility] Exchange uncollected Cancellation | |||
48H no collection, one reminder Template: 48H no reply Go to letter | Received: Easy Warehouse edits the order, transfers it to "Pending Shipping Review" and removes the customer service note. Inform the customer that the order will be shipped soon. end Template: [User responsibility] Exchange Received Shipping time | ||
48H uncollected, order cancelled and advised. END Template: [User responsibility] Exchange uncollected Cancellation | |||
No new product size, colour and model number, confirm product details with customer Template: [User responsibility] Exchange Confirm new product | Customer confirmation, go through the confirmation of SKU exchange process. end |
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48H no reply, send email to verify Template: 48H no reply send email | There is a response and the appropriate process is followed depending on the confirmation. end | ||
48H no reply, cancel the order and inform. END Template: [Standalone site] Cancellation Full refund | |||
New products are out of stock, inform the customer that they are out of stock and ask whether to exchange for another product or send the original order Template: [User responsibility] Exchange Out of stock, no stock | Original order sent. Easy Warehouse will transfer the order to be shipped for review and delete the customer service note. END [User Responsibility] Exchange Out of stock Original order sent | ||
Change to another product: go through the confirmation of SKU change process. end | |||
"Pending delivery" status
Step1：Easy warehouse operation "cut off the order", the reason to choose "change SKU"
Step2: If the order is successfully cut off, go through the process of "Pending shipment" to replace the product.
Failure of order cut-off, go to "shipped" to replace the product process.
"Shipped" status
Step1: The order has been issued and cannot be cancelled. If you insist that you do not want it, return it after receiving it, attach the return process. Template: [User Responsibility] Order Cancellation Shipped First Letter
Step2：
1 | 2 | 3 |
Agree to receive the goods before returning them | Advise don't unpack after receipt and contact us.END Template: [User responsibility] Replacement product Shipped Upon receipt Request | |
No change / 48H no reply | Synchronise customer logistics information. end Template: [Logistics] FBM - track normal - with arrival time | |
Disagree with return costs | Explain that return costs are charged by the logistics company Template: [Logistics] Return costs Explanation | Agree to return the product for a refund after receipt.END Template: [User responsibility] Replacement product Shipped Requested after receipt |
Still disagrees and is assertive, advising that a free return can be arranged upon receipt of the goods. END | ||
Do not accept waiting for receipt of goods, want immediate refund | Explain again that the order has been placed and cannot be cancelled | Agree to return the product for a refund after receipt.END Template: [User responsibility] Replacement product Shipped Requested after receipt |
Still disagreeing and being assertive - told to refund the full amount first and let the customer contact us to return the goods once received. END | ||
Amazon
The process is the same as for independent sites
【Wayfair】
【Walmart】