UltraCart Process SOP

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

1. PROCESS ORDER

Steps:

1. Log in to UltraCart Admin Dashboard

2. Go to Order Management

3. Click View Orders

4. Search using Order ID, Customer Email, First Name / Last Name, or ZIP Code

5. Select the correct order

6. Review order details (items, payment status, shipping address)

7. Confirm order status (Processing or Ready for Shipment)

2. SEARCH ORDERS

Steps:

1. Go to Operations → Order Management

2. Click View Orders

3. Search using Order ID, Email, First Name / Last Name, or ZIP Code

4. Click Search

5. Review the most recent order displayed

3. REFUND ORDER

Steps:

1. Search and open the order

2. Go to Payments

3. Click Options → Refund Type (Partial or Complete Refund)

4. Select refund reason

5. Enter refund quantity (0 = Partial, 1 = Complete)

6. Add merchant comments (Name + Date)

7. Select “Other Refund Reason” if applicable

8. Click Process Refund

4. CANCEL SUBSCRIPTION

Steps:

1. Open customer order

2. Go to Tools

3. Click Cancel Auto Order

4. Confirm cancellation status

5. Verify under Tools → Auto Order Status shows Cancelled

5. CHECK FUTURE SUBSCRIPTION CHARGES

Steps:

1. Go to Tools

2. Click Auto Order

3. Select Future

4. Review upcoming charges, billing dates, and items

DISCOUNT RULES

• 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

6. CANCEL ORDER (48-HOUR / BUYER’S REMORSE RULE)

Steps:

1. Verify eligibility (on hold, item count, 60-day policy)

2. Search order

3. Go to Payments → Options

4. Select Partial or Complete Refund

5. Select refund reason

6. Enter quantity

7. Add merchant comments (Name + Date)

8. Process refund

7. REMOVE ITEM FROM ORDER

Steps:

1. Search order

2. Go to Payments

3. Click Partial Refund

4. Select item

5. Enter refund quantity

6. Add merchant comments

7. Process refund

8. UPDATE INFORMATION IN ORDER

Steps:

1. Search order

2. Click Edit

3. Update customer information, shipping, or billing details

4. Click Save

9. CHANGE SUBSCRIPTION FREQUENCY

Steps:

1. Go to Tools → Auto Order

2. Select Next Shipment

3. Click Edit Date

4. Adjust frequency or schedule

5. Click Save

10. FULFILLMENT ISSUES / MISSING ITEMS / REPLACEMENTS

Steps:

1. Open order

2. Select Duplicate Order

3. Choose Clone Without Items

4. Add missing or replacement item

5. Calculate total

6. Tick credit card verification

7. Process order

8. Complete manual order form:
   https://docs.google.com/forms/d/e/1FAIpQLSdwWBD0FYT-pKUQ05BkXBNqwkpg4N6PLIZ8AZlOQq8wksoWjw/viewform

Troubleshooting & Notes

• 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

Quick Reference Links

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