How to Handle Out of Stock Order - AU

A. OUT OF STOCK - ORDER WITH SINGLE SKU

1. Send message to the customer to inform them that the item they ordered is out of stock. See templates from Out of Stock AU

2. Log notes on the backend (see below format) and cancel the order.

-Complaint/Inquiry Source: Kayako

-Reference: Ticket ID: XXX

-Issue: Out of stock

-Resolution: Informed customer, requested refund

3. Request refund in the backend.

4. Log refund in RMA form, except for Local/VFang items.

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B. OUT OF STOCK - ORDER WITH MULTIPLE SKUs

1. Send message to the customer to inform them that the item they ordered is out of stock. See templates from Out of Stock AU

2. Log notes on the backend (see below format). Please ensure to specify which SKU is out of stock.

-Complaint/Inquiry Source: Kayako

-Reference: Ticket ID: XXX

-Issue: HQB0253 is out of stock

-Resolution: Informed customer, requested refund

3. Request refund for the out of stock SKU only.

4. Change the item quantity of the out of stock SKU to 0.

5. Log refund in RMA form, except for Local/VFang items.

NOTE: Please do not cancel the whole order if only 1 SKU is out of stock and the other items in the order are in stock.