Duplicate Order

CUSTOMERS WILL STILL HAVE TO RETURN THE UNITS

Create a return label addressed to Cerritos, CA (West Coast Customers are those living in California, Colorado, New Mexico, Oregon, South Dakota, Washington State and Wyoming)  or Tamarac, FL (East Coast) TIP: 

If unsure, check XPS for the cheaper cost of shipping

Need to add to the Cerritos states... Hawaii and Alaska

Once the package is in transit, create a $0 order in Shopify (create an account for customers who do not have a Shopify account yet - Amazon, Walmart etc,)

Note: Damaged units - damaged units/filters that are unusable, such as shattered control panel, drenched or heavily dented filters, NO NEED to return. The customers may dispose of the item. Make sure to file a UPS claim for the damaged item.

REFURBISHED UNITS ARE NO LONGER AN OPTION

Offer 20% off a new unit

DAMAGED ATTACHED POWER CORD

Offer 20% off a new unit

MA-40 V1 SENSOR

Replacement SENSORS WILL NO LONGER BE SENT – They will be sent but as replacement parts (see below) ONLY if the customer refused the UV version of the unit.

Process an MA-40UV replacement unit if the customer chooses the free upgrade.

Make sure to remind the customer that the life-time warranty will be transferred to the new unit.

They may continue using the defective unit if the filtration still works or they may dispose of it properly

Only request a sensor replacement (L2: send to Jose) if the customer insists on just getting a sensor or doesn't want a UV unit. 

If they don’t want UV, you can offer the non-UV version as well.

• All TS steps are done but to no avail

• Registered to our Life-Time Warranty

• Filters are replaced regularly with Genuine Medify Air filters

• Valid order number and purchased from legit channel or reseller

• For units claimed given as gift; get the name of the person who gave the unit as a gift and look up the order or have the buyer contact us

Note that if the customer read the manual when they first opened the unit, 

it is clearly stated for them to register their unit for the warranty

If there's no order number, check if the customer purchases replacement filters, 

else they will not be eligible for warranty replacement

• File UPS damage claim for damaged units - no need to wait for the result before processing a replacement since it's not the customer's fault but keep an eye on the claim

1. Under Orders, Select Create Order on the upper right side of the Shopify page

2. Find or Create Customer

3. If the customer already has an existing record in Shopify, we can just search for the name of the customer or company name

4. If the customer doesn’t have an existing record, click on Create a new customer and fill out the following fields and click Save customer once done

   1. 1. 1. • First Name

            • Last Name

            • Email - Put a check on Customer accepts email marketing and/or Customer is tax exempt if applicable

            • Shipping Address

            • Company

            • Phone Number

            • Address

            • Apartment

            • City

            • State

            • Zip Code

5. Under Order Details, Click Browse Product

6. Search for the unit that the customer would like to purchase.

Note: Ensure that you select an active product and correct SKU 

Tips: Refer to WMO Inventory Sheet for the SKUs available

7. Active Products have pictures/image showing when you search

Example: Ma-112 2 Pack is not available

8. Once the item is added correctly, you need to make sure you zero out the balance since the customer already paid

9. Click on: Add Discount

10. Hit the % in the box and add 100 in the next box

11. Hit apply - Will show that the discount was 100% and total will display $0.00 balance.

12. Add a note: Duplicated order from "Order ID"

13. Mark as Paid - (This is still a draft order until you click on "Create Order")

14. Select Create Order

15. After clicking on Create Order, Shopify will display the new order "xxxxxx"

16. DO NOT FILL the order but leave as UNFULFILLED so that Skubana will pick it up.

17. Add notes under Seller Notes in Amazon and put the Duplicate Order Number.

15.  Click on Restore > Yes - Restore

16.  Status of the order should be AWAITING 3PL EXPORT 

- this will be the status for about 5 mins before it gets picked up and becomes PENDING FULFILLMENT

17.  Make sure to leave Skubana Internal notes and Notes on the original order’s Seller notes/timeline