Purpose
To standardize all UltraCart order management processes including order processing, searching, refunds, cancellations, subscription management, and fulfillment issue handling to ensure accuracy, efficiency, and a consistent customer experience.
Tools Required
UltraCart
Processes OTP and subscription orders, replacements, and customer verification
https://secure.ultracart.com/merchant/login/#/?redirectUrl=%2Fmerchant%2FmainMenu.do%3Fnull
Google Form (Manual Order Replacement):
https://docs.google.com/forms/d/e/1FAIpQLSdwWBD0FYT-pKUQ05BkXBNqwkpg4N6PLIZ8AZlOQq8wksoWjw/viewform
Step-by-Step Instructions
Steps:
Log in to UltraCart Admin Dashboard
Go to Order Management
Click View Orders
Search using Order ID, Customer Email, First Name / Last Name, or ZIP Code
Select the correct order
Review order details (items, payment status, shipping address)
Confirm order status (Processing or Ready for Shipment)
Steps:
Go to Operations → Order Management
Click View Orders
Search using Order ID, Email, First Name / Last Name, or ZIP Code
Click Search
Review the most recent order displayed
Steps:
Search and open the order
Go to Payments
Click Options → Refund Type (Partial or Complete Refund)
Select refund reason
Enter refund quantity (0 = Partial, 1 = Complete)
Add merchant comments (Name + Date)
Select “Other Refund Reason” if applicable
Click Process Refund
Steps:
Open customer order
Go to Tools
Click Cancel Auto Order
Confirm cancellation status
Verify under Tools → Auto Order Status shows Cancelled
Steps:
Go to Tools
Click Auto Order
Select Future
Review upcoming charges, billing dates, and items
Up to 50% discount for retention (case-based approval)
Up to 20–30% discount for standard orders
Do NOT apply discounts on already promotional items
Steps:
Verify eligibility (on hold, item count, 60-day policy)
Search order
Go to Payments → Options
Select Partial or Complete Refund
Select refund reason
Enter quantity
Add merchant comments (Name + Date)
Process refund
Steps:
Search order
Go to Payments
Click Partial Refund
Select item
Enter refund quantity
Add merchant comments
Process refund
Steps:
Search order
Click Edit
Update customer information, shipping, or billing details
Click Save
Steps:
Go to Tools → Auto Order
Select Next Shipment
Click Edit Date
Adjust frequency or schedule
Click Save
Steps:
Open order
Select Duplicate Order
Choose Clone Without Items
Add missing or replacement item
Calculate total
Tick credit card verification
Process order
Complete manual order form:
https://docs.google.com/forms/d/e/1FAIpQLSdwWBD0FYT-pKUQ05BkXBNqwkpg4N6PLIZ8AZlOQq8wksoWjw/viewform
Always double-check order details before processing
Include name and date in merchant comments
Verify refund eligibility before processing
Confirm subscription status after cancellation
All fulfillment issues must be logged in the Google Form
Manual Order Replacement Form
https://docs.google.com/forms/d/e/1FAIpQLSdwWBD0FYT-pKUQ05BkXBNqwkpg4N6PLIZ8AZlOQq8wksoWjw/viewform
UltraCart
https://secure.ultracart.com/merchant/login/#/?redirectUrl=%2Fmerchant%2FmainMenu.do%3Fnull