Sometimes we find orders within Big Commerce or Shopify that are not processing as intended, and this can cause some frustration with our customers.
It is always important to investigate the order in Big Commerce or Shopify before moving on to the next steps.
- First, what is the order status on Big Commerce?
- If the order is Awaiting Fulfillment, let's make sure it has batched over into WoW (WithoutWire).
- Orders that have not been processed into WoW will need to be sent to cscontact.
- More information about WoW statuses can be found here.
Out of stock items that have not been shipped:
There are different scenarios involved, but we must forward these orders that are stuck awaiting fulfillment to cscontact. Here are some thoughts to keep in mind,
- Has an alternative product been offered to the customer?
- Did the customer specify if they would like a refund or a different product?
- Do we know if the item is EOL?
- What is the order status in WoW?
- Are we offering an exception to the customer?
- Does the customer want the order that is stuck to be canceled?
While it is accurate that most things cannot be canceled, remember that there are certain instances where we can. The article Order Cancellation Requests should be referenced if you are unsure if something can/cannot be cancelled.
** There will be some cases where we need to cancel an order but not issue a refund.
** It is important that CS Contact is informed that we will not be refunding an order that was stuck or not processing.
** Even though a cancellation request was submitted, it is very important to have this information in the Big Commerce staff notes.
In those appropriate cases, please use the cancellation form here if an order is stuck and you have resubmitted another order for the customer.
If you have refulfilled an order that was stuck, out of stock, not shipped, or not processing, it is very important that we notify cscontact about the order that is having a concern.