KB: How To: Out Of Stocks

Open the Out Of Stock tab on COA3.

You will only see non POD i.e. store orders, ADD lines or PayPal orders.

Right click and view order to check for any call logs.

Click the allocate button and make sure the order is out of stock.

If the customer paid online, update the comments on the OOS tab, tick the refund option and select to send email choosing the relevant template from the drop down list.

The order will disappear from the OOS tab. 

If the customer paid in store and has an email address, email the customer using the Out Of Stock - Store Refund IE or Out Of Stock - Store Refund UK template, depending on where the customer is on the orders tab, update the comments on the OOS tab aand set the ‘No Action’ alert for 2 days to see if the customer get’s back in contact with us.

If the customer paid in store, and does not have an email address, call the customer and advise their order is OOS refund via BACS/IBAN on the orders tab, update the comments on the OOS tab and tick the refund option.  

If you are unable to speak to the customer and they paid in store, update the comments box on the OOS tab and set the ‘No Action’ alert for 2 days to see if the customer get’s back in contact with us.