Modifying Shopify Order 

Creating an order for a customer with online shop issues

• Navigate to Orders page > select Create Order.

• Create or Find Customer Info.

• Add tags:

  • "Manual"

  • Shipping Method:

• • • • "Shipping"

      • "Delivery"

      • "Pickup - Gowanus"

      • "Pickup - Greenpoint"

• Enter Items onto the order.

• For local deliveries or pick up orders select Add shipping > Free shipping

• If the order is being shipped select Add shipping > Flat Shipping Fee... 

• Once order is ready for payment select Email Invoice

• Select Save draft order

• Select More actions > Zapiet (Store Pickup + Delivery)

  • Choose Pickup (Location & Date), Delivery (Location, Date & Time), or Shipping

• Once the payment is complete select Mark as paid

• Make sure the order makes it to the correct sheet in the Ecomm Dashboard (shipping, delivery, pick up etc.)

  • If being delivered make sure to note the date and window.

Adding an item to an existing order

• Place order on Hold status on Delivery/Shipping plan. Add a note for why it's on hold. 

• Login to Shopify > navigate to Orders page > search order # > select.

• Select Edit. (NOTE: If an order has already been marked as "Fulfilled" in Shopify, you will have to unfulfill the order before editing the order contents, directions here.)

• Search for the product you need to add > select product.

• Once items are added make sure Send invoice to customer is selected > select Send invoice.

• Once invoice is paid change status to Ready to Pack and continue to ship/deliver the order.

Deleting an item from an existing order

• Login to Shopify > navigate to Orders page > search order # > select.

• Select Edit. (NOTE: If an order has already been marked as "Fulfilled" in Shopify, you will have to unfulfill the order before editing the order contents, directions here.)

• Select Adjust Quantity or Remove Items under item thats being removed.

• Once all items are removed and Amount to refund looks correct make sure Send notification to Customer is selected > select Update Order

• Back on the order page you will see the Balance of what we owe the customer.

• Select Refund.

• On the Refund page enter the amount we owe the customer. This should be stated on the top of the page.

• Make sure Send a notification to the customer is selected > Select Refund $X.XX USD.

Canceling a follow-up subscription order placed through recharge

• Go to Apps > Recurring Billing by Recharge

• In the Orders view, find the customer and click on the Address ID (not the Customer Name)

• From there, you can do whatever you need to.

  • If you want to cancel the order, you can find the order you want to cancel, and find the Cancel Order small text link.

  • If you want to refund the order, enter the amount in the refund box and click refund.

• Make sure you cancel or refund the right order.

• Canceling and refunding are separate actions, so you have to do both if you want to do both.

• And make sure you end the subscription if the customer also wants to do that

Canceling and refunding an order placed in Shopify

• Search for order# in Shopify.

• Select More actions > Cancel.

• Do not restock items

• Make sure send a notification to the customer is selected.

• Select Cancel Order (this will notify and refund the customer).

Replacement Order (for missed items)

• If an item(s) needs to be redelivered:

  • Search for order # in shopify > Select order.

  • Under the fulfilled items select More > Cancel Fulfillment.

  • ...

  • If the order has already been moved over to the Delivery completed sheet, Copy/Paste (value only) the order back to the Delivery plan.

  • Make a note on the Delivery plan so the drivers are aware of redelivery.

  • Fulfill the remaining item(s) once delivered.

• If the entire order needs to be replaced and original product cant be redelivered:

  • Search for order # in shopify > Select order

  • Select More actions > Duplicate

  • ...

  • Remove any items that are out of stock or no longer needed (refund the customer for these items on original order).

  • Comp the order.

  • Make a note on the Delivery plan so drivers know this is the second attempt

Replacement Order (for damaged items)

• If an item(s) needs to be redelivered due to damage in the ordering process:

  • Search for order # in shopify > Select order.

  • Under "More" select "Duplicate Order".  Select or remove items that need replacement.

  • Add "Manual" and Delivery or shipping tags so the order flows to the right sheet.

  • Discount the order 100% with the correct reason from the Comp Reasons list.

  • Make a note on the Delivery plan so drivers know this is the second attempt or replacement order. 

Updating a Delivery Time & Date (in Zapiet)

• In Shopify select Apps > select Zapiet (Store Pickup + delivery)

• Search for order # > Select order

• Select Edit delivery details > edit to reflect the updated time window and date.

• In the Delivery/Shipping plan update the Delivery Day and Delivery Start Time & End Time. This should automatically update the Delivery Window ID.

*If moving an order from shipping to delivery this does not apply

Unfulfilling an Order

To unfulfill an order that has already been fulfilled in Shopify:

• Navigate to the Order page in question in Shopify

• Scroll down to the bottom of the list of products/items in the order and click on the drop down button menu "More 🔽"

• Click on "Cancel Fulfillment"