How do I reship an order that was lost, damaged or customer says products are missing?

When an order needs to be reshipped, we require a *NEW* order to be made by duplication in Shopify. This keeps things clean in ShipHero and allows you to capture this information in your Shopify store. 

Steps to Duplicate an Order:

1. Go into your Shopify account, find the order that needs to be replaced/ reshipped and create a duplicate order.

2. In Shopify, edit the order as needed:

• Include/ update the necessary SKUs.
• Update the shipping service.
• Remember to zero out the order amount. *This is necessary to maintain the correct record for revenue reporting.* You may want to add a discount code prefix i.e. Reship_Lost or Reship_Damaged. 
• Add notes in the duplicate order to let the i Logistics USA Team know this is a replacement order and the reason behind the reship.

Example: Ice storm in midwest caused package to sit for 10 days and get lost. Order needs to be reshipped to customer and include sorry note etc.

3. Tag the order in Shopify with iLo_Reship

• To create a tag in Shopify, go to the tag box on bottom right and type in the tag name. It will then populate as a new tag to add on.
• When orders have this tag we can also add an automation to include an insert, add a product, or add a code for free product on next purchase! The i Logistics USA team can write a handwritten note to improve this customer's experience with your brand and aid in customer retention.

4. Notify your Account Manager of the new order

Screen shot of Shopify steps below. 

Once the new order has been created and tagged, we will isolate these iLo_Reship orders to have them handled and fulfilled by a Shipping Lead to triple check the new order and ensure it ships out in good condition to the customer with some extra TLC.