Amendments

Address amendments 

Status 1-4

KLARNA - we can only change the delivery address to the billing address provided. 

ADYEN - we can change the delivery address to the billing address provided or a schuh store.

PAYPAL - we CANNOT change the address at all.

STORE - we can change the delivery address to any address the customer would like.

If the order is in status 2-4, cancel and duplicate the order making the amendments to the ADD line and remember to log in full on the original line.

Address amendments 

Status 5

Warehouse Despatch - if the order has been despatched within 30 minutes of the amendment request, you can call Internet Despatch to see if they can stop the order being sent with the courier.  You can then return the line and duplicate the order.  Make the change on the ADD line and log in full. Email through to CSSupervisors@schuh.co.uk to cancel the consignment number.

Store Despatch - If the order has been despatched by a store and does not have a scan by the courier you can call the store to see if the order is still in store.  If it is, ask the store up unpack and return the item to stock.  We can then return the line and add the stock to the stores stock levels and duplicate the order.  Make the change on the ADD line and log in full. Email through to CSSupervisors@schuh.co.uk to cancel the consignment number. 

Size amendments

Status 1 - If the order is in status 1, change the size using the size dropdown under the product code in the grey box on the right hand side.

Status 2 - 4 - If the order is in status 2-4, cancel and duplicate the order making the amendments to the ADD line and remember to log in full on the original line. 

Status 5 Warehouse - If the order is in status 5 and has been despatched by one of our warehouses within 30 of the amendment request, you can call Internet Despatch to see if they can stop the order being sent with the courier.  You can then return the line and duplicate the order.  Make the change on the ADD line and log in full. Email through to CSSupervisors@schuh.co.uk to cancel the consignment number.

Status 5 Store - If the order has been despatched by a store and does not have a scan by the courier you can call the store to see if the order is still in store.  If it is, ask the store up unpack and return the item to stock.  We can then return the line and add the stock to the stores stock levels and duplicate the order.  Make the change on the ADD line and log in full. Email through to CSSupervisors@schuh.co.uk to cancel the consignment number.

Item Amendments

Status 1-4

If the customer is looking to change the item they have ordered for a different item at the same cost, we can delete the line on COA3 and use the ‘Add’ button on the order footer to add a new line with the new product code.  If the order is a payment on despatch order, you will need to log in to Adyen or Klarna and capture the payment as the system will not recognise the manually added line.

Log in full.

If the new item costs less, just capture the amount needed in Adyen or Klarna or refund the extra through PayPal or BACS/IBAN as appropriate. 

If the new item costs more, cancel the line in COA3, if the order is a payment on despatch order, you will need to log in to Adyen or Klarna and capture the payment as the system will not recognise the manually added line. Send the customer an amended version of the RETURNS - exchange payment required template in Message Manager and set a WDYW alert to make sure we receive payment.  Once the payment has been made, use the ‘Add’ button on the order footer to add a new line with the new product code.

Log in full.

Status 5 

Warehouse despatch - If the order is in status 5 and has been despatched by one of our warehouses within 30 of the amendment request, you can call Internet Despatch to see if they can stop the order being sent with the courier.  You can then return the line and process a refund. Email through to CSSupervisors@schuh.co.uk to cancel the consignment number.

Store despatch - If the order has been despatched by a store and does not have a scan by the courier you can call the store to see if the order is still in store.  If it is, ask the store up unpack and return the item to stock.  We can then return the line and add the stock to the stores stock levels and refund the customer.  Log in full and email through to CSSupervisors@schuh.co.uk to cancel the consignment number.

Log in full.