Key Change – Order cloning to stop, and to be replaced with reprinting of tickets to dispatch  (with exception on Australia)

 

Reason – As we improve our stock integrity processes and move to the next level of detail, we have discovered that cloning orders can be problematic to our stock positions and in some cases cause stock discrepancy and additional costs.  With the introduction of shipstation we can now remove the need to clone orders and replace the action with reprinting tickets.  This allows us to add an extra safeguard to ensuring accurate stock positions whilst reducing errors and costs.

 

ETS

  • Bounce back(failed delivery) to ETS
  • Customer contacts CC
  • CC check the tracking to confirm it’s been received at ETS (and if not clear contacts Olga to confirm the return and details)
  • CC asks Olga to resend 
  • If the stock has not returned and the customer is escalating a complaint, then as an exception, as long as the tracking confirms the parcel is being returned then message Olga to send a replacement 
  • No cloning to happen 
  • Escalate to Tyler if any issues with unaccounted stock (e.g. lost in transit)

 

UK (including export)

  • Bounce back (failed delivery) to AH
  • Customer contacts CC
  • CC check the tracking to confirm it’s been received at AH 
  • If received CC send message to Teams and dispatch reprint the ticket and resend 
  • If the stock has not returned and the customer is escalating a complaint, then as an exception, as long as the tracking confirms the parcel is being returned then message dispatch to send a replacement 
  • No cloning to happen 
  • Escalate to Tyler if any issues with unaccounted stock (e.g. lost in transit)

 

Australia

  • To add on Australia, it’s too long to wait for the order to return back to Coghlan and for them to process the return and then send back.
  • If an order needs to be cloned for the item to be resent that is fine. 
  • Please ensure a comment is left on the original SO stating this order has been cloned to be resent, restock this SO. 
  • So when Coghlan email me asking what to do with this return, I know what has happened.