How do I duplicate an order?

You will need to duplicate an order for various reasons. 99% of the time, it will be to reship a gift due to some sort of issue.

If you are editing an order that has not been shipped yet, follow the Order Edit Process. 

The only edits that will require you to cancel the original, then duplicate or rebuild the order are:

  • POD Issues
  • Image Edits
  • Gift Edits
  • JDF Type Change

 

To duplicate an order...

  1. Identify order that needs to be duplicated
  2. Find and open the old order in spree
  3. Save old order number for later (copy and paste)
  4. Click the duplicate order button on the box within the old order you would like to duplicate.
    1. If there is an error returned that won't allow you to duplicate the order, it's likely due to a 0 stock of the gift in Spree. Reach out to the CHM to get an update on the stock of that gift.
  5. Make the necessary edits to the order if there are any (**Photos cannot be changed via this method). After making the edits, hit the SAVE button under the order.
  6. Create an adjustment for the total of the order and include the old order number in the description of the adjustment. (See chart below for specific examples)
  7. Click the “Print Order” button
    1. *** BE EXTREMELY CAREFUL TO HIT ONLY ONCE *** If hit more than once it will fail to print the order and you will have to recreate the order again.
    2. *** When updating the address and you haven't printed the order yet, do not click the "update the order" like you normally would otherwise it will generate a duplicate error once the order is finally sent to print.
  8. Double check that the email address on the order is populated, if not input the customer’s email address from the old number or zendesk and save the changes in the customer tab on the new order.

See playbook for more detail - Automatically Duplicate Order

Example: Duplicate Order - Order Status - Order Issue - Description - Old duplicated order number

^^ If the Order Status is blank, skip that portion of the tagging system (example will show you!)

ORDER STATUS ORDER ISSUE DESCRIPTION EXAMPLES USE THIS WHEN
Reship Transit Misaddressed Duplicate Order - Reship - Transit - Misaddressed - R123456789 We have to reship an order because it is misaddressed
Reship Transit Gift Not Delivered Duplicate Order - Reship - Transit - Gift Not Delivered - R123456789 We have to reship an order that had a correct address but was not received
Reship Transit Broken Gift Duplicate Order - Reship - Transit - Broken Gift - R123456789 We have to reship an order because the internal gift was damaged (IE: broken earrings, cracked candle...)
Reship Transit Smashed Box Duplicate Order - Reship - Transit - Smashed Box - R123456789 We have to reship an order because the physical Greetabl box was smashed / destroyed
Reship Transit Theft Duplicate Order - Reship - Transit - Theft - R123456789 We have to reship an order because the customer's gift was stolen (receive a Greetabl box with something else inside [baby bottle] or mail theft was witnessed)
Reship Transit Empty Box Duplicate Order - Reship - Transit - Empty Box - R123456789 We have to reship an order because the Greetabl shipping box was received but it was empty
Reship Transit Melted Gift Duplicate Order - Reship - Transit - Melted Gift - R123456789 We have to reship an order because the gift melted in transit
Reship Transit Ants Duplicate Order - Reship - Transit - Ants - R123456789 When a customer's product gets infested with ants or bugs during shipment.
Reship Vendor Issue Damaged Gift Duplicate Order - Reship - Vendor Issue - Damaged Gift - R123456789 We have to reship an order because the customer received a damaged gift that was the fault of the vendor
Reship Quality Control Wrong Gift Duplicate Order - Reship - Quality Control - Wrong Gift - R123456789 We have to reship an order because the customer received the wrong internal gift
Reship Quality Control Wrong Print Duplicate Order - Reship - Quality Control - Wrong Print - R123456789 We have to reship an order because the customer received the wrong print (AKA someone else's Greetabl)
 Reship Quality Control Missing Gift Duplicate Order - Reship - Quality Control - Missing Gift - R123456789 We have to reship an order because the customer received a Greetabl inside their shipping box but there was no gift inside the Greetabl
Reship Quality Control Print Issue Duplicate Order - Reship - Quality Control - Print Issue - R123456789 We have to reship an order because the customer received a low quality Greetabl (smudged print, streaked print, etc)
Reship Quality Control Missing Add On Duplicate Order - Reship - Quality Control - Missing Add On - R123456789 We have to reship an order because the customer's Greetabl was missing the selected add on*
Reship Order Edits Missed Deadline Duplicate Order - Reship - Order Edits - Missed Deadline - R123456789 We have to reship an order because the customer demanded a change after the order has been shipped
   Order Edits Gift Edit Duplicate Order - Order Edits - Gift Edit - R123456789

 We cancel an order and resubmit it with a different gift**

   Order Edits Image Edit Duplicate Order - Order Edits - Image Edit - R123456789

If the customer wants to swap any of the pictures in their order.

This requires a manual, front-end duplication

  Order Edits  Schedule Change  Duplicate Order - Order Edits - Schedule Change - R123456789

We cancel and resubmit an order, changing the JDF type***

  Order Edits POD Issue Duplicate Order - Order Edits - POD Issue - R123456789

We cancel and resubmit an order because it did not upload to Spree correctly (typically requires a request from Todd or Katherine)

CHM should handle almost all of these. 

 

*Duplicate Order - Reship - Quality Control - Missing Add On - R123456789: Only do this when the Greetabl was missing a pricy add on (like earrings). When duplicating, only reship the earrings. If the order was missing a $5 or less add on, use the Missing Add On Macro in Zendesk

**If you are unsure how to properly charge the customer / refund the customer for the swap, please let CHM know so they can handle it, then train you :)

***This includes changing an order from normal to holiday AND from holiday to normal. 

 

 

THIS is strictly for REFERENCE. WE DO NOT USE THESE CODES ANY MORE.

  Order Edits Print Edit Duplicate Order - Order Edits - Print Edit - R123456789 We cancel an order and resubmit it with a different print
  Order Edits Message / Photo Edit Duplicate Order - Order Edits - Message / Photo Edit - R123456789 We cancel an order and resubmit it with an updated message and/or pictures
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