Returns & Exchanges

Every item we ship must appear as a line item on the packing slip. Returns or exchanges may be needed in the following circumstances: Tasting Room Selection Changed (Before item was shipped) Wrong Item Sent General Order Adjustment Requested by Guest You can only edit orders as long as they have not yet been shipped. If items have already been shipped: Use the 'Return' button when exchanging items (i.e. a wrong item was sent and we need to send a replacement) Use the 'Restock' button when no replacement item is being sent (i.e. an item is not packed in an order) Tasting Room Selection Changed When someone changes their Tasting Room Selection prior to shipping, we can simply edit the order. We need to ensure inventory quantities are properly accounted for, so we always need to edit the products. These instructions should have been included in your TASK email, so please notify Tina if your instructions need to be updated. Here are instructions to return, exchange or cancel items from an order. Tasting Room Selection Changed Step 1: Edit the Order Tap 'Edit' Reduce item quantity to '0' Make sure "Restock x units" is checked to return the item to Warehouse Pick Stock. Provide a reason for the edit Tap 'Add Product' to add the new item. Apply the Tasting Room Discount to the new item. Tap Save If further clarification is needed, include additional notes as a comment on the order timeline. Wrong Item Sent When a wrong item is sent, we can no longer simply edit the order the items need to be exchanged. We need to: Exchange the items Update the original order to include the items that were actually sent, so we know what the customer recieved. Add replacement items to the order Update the original order to add a new shipment to ship the correct items out. Mark replacement order to be shipped Wrong Item Sent - Step 1: Exchange the Items Tap 'Edit' Tap 'Return' Find the item that was supposed to be sent, increase the return quantity and choose 'Recieved wrong item' as the reason for return Repeat for all incorrect items sen Scroll down to 'Exchange items', and enter the items that the guest actually recieved. Remember to apply any discounts to the items before finalizing the exchange. Tap the three dots at the top right and tap apply discount. The order will show a 'Return in Progress' on the Order Page. Verify the accuracy of the items, then click 'Process Return'. Make sure all returns are marked to restock directly to 'Warehouse Pick Stock' DO NOT SEND INVOICE TO CUSTOMER UNLESS COSTS HAVE BEEN DISCUSSED AND AGREED UPON. See Correction Budgets to find out what is covered. Release the hold on the already shipped items. Mark them as fulfilled, and apply the tracking number for the shipment that the items were recieved in. It is not nessecary to send a notification to the customer. Please note: Recurring instances of incorrect items being sent are monitored and covered in the Replacement Cost Mistake Limitations section of the Performance Expectations article. Wrong Item Sent - Step 2: Add Replacement Items to Order After items have been exchanged successfully, tap 'Edit' Re-Add the items back to the order, discounting each 100% and marking it as 'Replacement Item' Wrong Item Sent - Step 3: Mark Replacement Order to be shipped Add the tag ready-to-ship to the order to indicate it can be shipped Add the tag attn-ship to the order to mark it for special attention by the fulfiller. Steps to Return & Exchange Items Edit the Order and Remove the Original Item Tap 'Edit' Reduce item quantity to '0' Make sure "Restock x units" is checked to return the item to inventory Provide a reason for the edit Tap Save If further clarification is needed, include additional notes as a comment on the order timeline. Exchange an Item Tap 'Edit' Reduce original item quantity to '0' Make sure "Restock x units" is checked to return the item to inventoryTHEN Tap 'Add Product' Add the desired item If swapping Tasting Room Selections: Be sure to apply the 'MMMM YYYY Tasting Room Reward' discount to the new item AND Update the 'Tasting Room Selection' field on the customer's profile Provide a reason for the edit Tap Save If further clarification is needed, include additional notes as a comment on the order timeline.

Returns & Exchanges

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