Replacements & Order Exceptions Handling SOP

Purpose

To standardize the handling of replacement requests and order exceptions, ensuring proper validation, preventing duplicate orders, and maintaining consistent resolution processes for customers.

Step-by-Step Instructions

Process 1: When Replacement is NOT Permitted

A replacement must NOT be processed under the following conditions:

• Item is classified as Autoship & Save

• System displays error: “Cannot be duplicated”

Required Action:

• Do NOT process a replacement

• Create a new order with the correct item or quantity instead

Tip:
Always verify product type and system message before proceeding to avoid duplication errors.

Process 2: Replacement Due to Fulfillment Delay

A replacement may be issued if:

• There is no tracking movement for 10 business days for domestic orders

Required Action:

1. Confirm tracking status in carrier portal

2. Validate delay duration

3. Proceed with replacement if criteria is met

Process 3: “Did Not Receive” (DNR) Claims

Steps:

1. Do NOT issue immediate refund or replacement

2. Instruct customer to contact the carrier and file a claim

3. Obtain carrier case number from customer

4. Validate claim status using carrier system

5. Proceed with appropriate resolution:

   • Refund, or

   • Replacement (based on validation outcome)