KB: SOS: Old Orders Awaiting Collection 

What if a store have Customer Order awaiting collection from customers?

Confirm that the store has:

• Checked COA on their till for any refunds or exchanges

• Checked Mini Transactional Analyser for any refunds processed

If the store has done this we should:

• Check for call logs on the order to see if we’ve already contacted the customer or they have been in touch.

• Double check COA3 for any added lines where we may have sent another pair to the customer.

• If the order was placed online check Adyen/PayPal/Klarna for any refunds.   

• If there is no information courtesy call the customer to ensure they have collected the shoes, if they have sort the store’s stock if they have not advise that the shoes are awaiting collection.

• If you cannot contact the customer, leave a voicemail or send an email and set an alert for 7 days.  

If there is no contact from the customer 

• advise the store to return the item to stock and contact Stock Control to adjust their stock levels.

• DO NOT return the line or refund the customer. 

• Keep the call log up to date with all information.