Creating a service order

There can be several reasons to modify an order. The most common ones are described below:

Creating an order for free (e.g. transport dammage, package lost, warranty)

Retrieve the order.
On the right top of the order, click on Reorder. This will create a duplicate of the order (same articles, same address).

Start by removing all articles that do not need to be sent:
Select "Remove" in the Action column.
Then click on "Update items and Quantities"
You should now just see the product that you need
If you need to send a different article then in the order (e.g. a spare part), click on "Add products"

You can add a product by inserting the article number in the SKU field.

Searching a product by name can be done in the colums "product"

When you have found the correct article, tick the "Select" box and click on "Add selected product to order"

You will automatically be redirected to your order

If you want to send the article for free, you will need to modify the price

Click the box "custom price" under the original price

A pop up will appear where you can adjust the price. In this case 00.00

Click on "Update items and quantities"

In subtotal you should now see 00.00

Now check if the address should be modified and if not, move to the Payment information

Please go to Latest news - Temporary workaround as this does not work correctly at the moment!

Since you have modified the price to 00.00, there will be new payment options:

TECH: this should be used in case of a technical issue, warranties.

COUL: if you want to send an article for free to a customer (e.g. he forgot to order a small item and you want to give it as a 'present')

TDMG: this is to be used to send spareparts and/or new pumps due to transport damage

RESH: to be used if you are reshipping the exact same article again, most likely because the package got lost by the shipping company.

Select the correct payment method according to the above

Since the order amount is now 00.00, you need to modify the Shipping Method

Click on "Get shipping methods and rates"

Select "RMA - free shipping"

Always make a note in the order with the reason why and refer to the original order

Make sure to add your initials at any time when adding a Comment

You can now choose if you want to send the confirmation directly to the customer

If you want to send it immediately, do not change anything.

If you want to wait (e.g. you want to send the customer an email), untick the box. You can Print the confirmation and/or invoice afterwards and send it as an attachment per email.

When all done, click on Submit Order to confirm your order.

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