Out of Stock orders AU

1. From the sheets / backend...

1.2 Go to OUT OF STOCK LIST(WH) or OUT OF STOCK(CN)

1.2 Get the Order ID and take note of the SKU#, Quantity, and Remarks.

1.3 Go to CS Backend and find the order records.

2. Checking which store it belongs to

Check if the order is from Crazysales, eBay, Amazon or CKM etc. based on Order Source

3. Choosing which template to use and sending an email

3.1 Choosing template:

3.1.1 Choose appropriate template based on the remarks on the list.

3.1.2 Get your template from Out of Stock AU or Non deliverable

3.2 Sending email

3.2A. For Crazysales via Kayako:

3.2A.1 Create new ticket by choosing AU-Crazysales = Orders

3.2A.2 Create an email subject | Out of Stock Order#xxxxxxxx

3.2A.3 Use an appropriate template | see Out of Stock AU or Non deliverable

3.2A.4 Send the email as SYSTEM EVENTS (Type) and Resolved (Status).

3.2B. For eBay via Lark GC:

3.2B.1 Use the following format when sending a request via GC:

STORE:

ORDER#

UserID:

ItemID:

(TR) eBay Order#

Refund Amount:

Refund Qty:

Request:

3.2C. For Other Stores via Lark GC:

3.2C.1 Use the following format when sending a request via GC:

STORE:

ORDER#

SKU:

Request:

4. Cancelling the item (multiple items) or the order (single item) and requesting refund REMINDERS:

REMINDERS:

A. DO NOT cancel orders that will be restocked in a number of days. Leave its status as Processing if there are other items in the order, or as On Hold if there is only 1 item in the order, while asking customer if willing to wait.

B. DO NOT cancel the whole order if it has 2 or more different items unless all the items are out of stock.

C. For orders with 2 or more items, request refund only for the out of stock item, and update the Quantity to 0 for the Out of Stock SKU.

4A. Crazysales Backend:

4A.1 If the order consists only of 1 SKU and is out of stock, cancel the whole order by selecting Cancelled from the Change order status drop down. However, if the order consists of other SKUs which are in stock, please just update the Quantity of the Out of Stock SKU to 0. For the procedures, please go to HOW TO HANDLE OUT OF STOCK ORDERS - CrazySales.

4A.2 Add refund request. Choose correct method. Please refer to How to log refund.

NOTE: Select Out of Stock for refund reason.

4B. eBay Backend (by Tier2):

4B.1 Cancel order in eBay Backend by selecting Cancel order from the Actions drop down.

4B.2 Choose Buyer asked to cancel the order in the Select a reason drop down.

4B.3 Click Cancel order.

4B.4 Click Send Refund.

5. Leaving notes in the backend

5A. Temporarily out of stock (will be restocked in a number of days)

-Complaint/Inquiry Source: Kayako

-Reference: Ticket ID: XXX

-Issue: SKU# is out of stock, will be restocked in xxxxx days

-Resolution: Asked buyer if willing to wait

5B. Out of stock (cancel item / order for refund)

-Complaint/Inquiry Source: Kayako

-Reference: Ticket ID: XXX

-Issue: SKU# is out of stock

-Resolution: Informed customer, requested refund

5C. Non deliverable

-Complaint/Inquiry Source: Kayako

-Reference: Ticket ID: XXX

-Issue: SKU# is non-deliverable to xxxSUBURBxxx

-Resolution: Informed customer, asked for alternative address