Overview
In this article you will learn how to create and use related and replacement orders.
Related Orders
Related orders let you quickly process a returning customer online, over email, or by phone. The related orders show the relationship between two orders when shipping an item related to a previous order. For example, if a customer lost a part of a set and wants to order only that component, creating a related order will show the relationship between the two orders by referencing the order numbers to each other.
Create Related Orders
To create a related order:
- Go to Orders > Manage Orders > Open an order.
- From the Actions menu, select Create Related Order…
- Enter Customer Service Notes > Create.
- Click View Related Order to be redirected to the related order page.
Replacement Orders
You may have to replace an order due to defective merchandise or if the order is lost in the mail. Instead of creating a new order from scratch, you can create a replacement order. When unshipping an order and reshipping it, the inventory level does not show a reduction in inventory, whereas a replacement order uses a new item and deducts it from current inventory levels. However, there is an option to not deduct inventory for replacement orders.
Note that replacement orders are new identical orders that are fully discounted by default. If the customer is simply reordering an item, you have to adjust the discount to receive payment. If the customer is returning the order, you should create an RMA before replacing the item.
Create Replacement Orders
- Go to Orders > Manage Orders > Open an order.
- From the Actions menu, select Create Replacement Order…
- Select Reason For Replacement and click Create.
- Click View Replacement Order to be redirected to the replacement order’s page.
Related order
A returning customer can be quickly processed even through phone and email order requests. Simply search for a previous order, either in the Manage Orders or through the Customers tab, open up that order and select Create Related Order from the action menu. This will generate a new order with that customer’s information and shipping address. Another benefit of related orders is to show relationship between two orders when shipping an item related to a previous order. For example, if a customer lost a part of a set and wants to order only that component, creating a related order will show the relationship between the two orders by referencing the order numbers next to each other. If you do not want to charge the customer for the related order you need to do it as a discount. Setting the item price to zero will not allow the order to ship.
Replacement orders
There may be times when you must replace an order of defective merchandise, or if an order gets lost in the mail. There is no need to start from scratch. Simply open the original order and select Create Replacement Order from the Action menu. This will create a new order with the identical information. Payment will be discounted fully by default, so if the customer is simply reordering an item, you would have to adjust the discount and receive payment. Creating a replacement order is particularly important to keep inventory levels current. While unshipping an order and reshipping it would get the order out to the customer, the inventory level would not show a deduction in inventory. A replacement order, however, is a new order, so it uses a new item and deducts from the current inventory levels. There is an option, however, to not deduct inventory for replacement orders. If the customer will be returning the order, you should create an RMA.
