Shopify Order Management & Processing SOP

Purpose
To standardize Shopify order processing, refunds, routing, and customer data updates to ensure accuracy, efficiency, and a consistent customer experience.

Tools Required

• Shopify Admin Dashboard https://admin.shopify.com/store/upwellnessmain?country=PH

Step-by-Step Instructions

Process 1: Shopify Refund Workflow

Steps:

1. Go to Orders

2. Search for the order using Order ID or Customer Email

3. Click Refund

4. Select the item(s) to refund

5. Click Refund to process

Note:
Shopify has no hold period — refunds can be processed immediately.

Process 2: Process Order in Shopify

Steps:

1. Click Orders → New Orders

2. Search or browse for product(s) to add

3. Search for the customer

   • Existing Customer: Select from results

   • New Customer: Enter details and click Save

4. Collect payment

   • Credit Card: Process via Shopify payment gateway

   • Mark as Paid: If payment was received externally

Tip:
Always double-check product details, customer information, and payment before completing the order.

Process 3: Order Routing & Identification

Order ID Prefixes:

• UW- → Shopify Order

• UPWELL- → UltraCart Order

Routing Guidelines:

• Website orders → Process in Shopify

• Promotional orders → Process in UltraCart

Tip:
Always verify the Order ID prefix before starting to ensure the correct platform is used.

Process 4: Remove Item in Shopify

Steps:

1. Go to the order and click Refund

2. Select item(s) to cancel or refund

3. Verify the refund amount

4. Click Refund to process

Tip:
Double-check item selection and refund amount before confirming.

Process 5: Update Customer Information in Shopify

Steps:

1. Go to Orders

2. Click the customer’s name

3. Click Edit

4. Update necessary details (address, contact information)

5. Click Save

Tip:
Always verify updated information before exiting to avoid errors.

Process 6: Create and Send Gift Card

Steps:

1. Go to Products

2. Click Gift Card

3. Click Add Gift Card (or select existing)

4. Set initial value

5. Click Save

6. Click Send Gift Card

   • Enter recipient email

   • Add optional message

   • Select delivery date (if applicable)

7. Confirm and send

Tip:
Double-check gift card value and recipient email before sending.

Process 7: Handling Unfulfilled Orders

Definition:
An unfulfilled order means the order has been placed or paid, but not yet shipped or processed.

Key Indicators:

• Order placed/paid

• Not yet packed or shipped

• No tracking number generated

Required Actions Before Fulfillment Request:

• Verify and update phone number

• Verify and update email address

• Ensure shipping address is entered (required even if billing address exists)

Tip:
Always complete customer information updates before requesting fulfillment to avoid delays.