Refund or Resend a missing or damaged Shopify item / order

This action can be used to issue a refund or replace a damaged or missing Shopify order / order item.

Generally, item replacement actions need to be performed in Ochre. If the Customer is entitled to a full or partial refund, it must take place in Shopify. 

Refund one or more items from a Shopify order

1. Confirm with the Customer (according to your own policy) that the items in question are missing or damaged.
2. Navigate to the order in Shopify and follow the steps to process a refund for the items in question.

Resend one or more items from a Shopify order

1. Confirm with the Customer (according to your own policy) that the items in question are missing or damaged.
2. Locate the order within Ochre Admin.
3. Check stock availability for the relevant formats / SKUs.
4. If stock is available for replacement, go to the shipment page, select ‘Resend’ from the actions menu at the top right. Select Items you wish to resend. Optionally, briefly describe the reason for the resend.