Re-shipments

by ONELIVE Webmaster

Once you receive communication from a customer asking for a location on their order that would constitute a reshipment through Desk, LiveChat or on a phone call, here is the process you need to refer to for each type of situation. 

The highlighted situations below would warrant a reshipment.

Note:If you have confirmed with the courier that the shipment was lost or not received. (You can do this by calling the courier of filing a claim online with the courier.) The item(s) were damaged and cannot be returned. Or, the item is damaged and needs to be returned.

1. Once you have confirmed that the order was lost and/or not received go in to the order in Titan.

2. Click the "select an action" drop down menu and scroll to "Create Replacement Order" click "Go"

3. Confirm the items are correct and click the "continue" button.

If the Item is damaged and needs to be returned:

  1. Send an the following email message to Lisa Preston lpreston@onelivemedia.com. Include the Order Number in the Subject line. 
Hello Lisa,

Please send a return label to this customer. Their order (include the order number here) was received damaged and needs to be returned to process a reshipment. Please advise when this is done.

Thank you.

2. Confirm the order/items were received by SP which you can check by looking up the order in the SP system with the Order Prefix in Red (the letters before every order) and the Titan specific order id in Blue. IMPORTANT: The dash must be in the order number when searching the order in SP.

EX. FTW-5026113

3. After you have confirmed the order received. Go into the order in Titan and scroll to just above the Payment History Info. Click the Create/ManageRMA link to the right of the Create Note Button.

4. Once in the RMA screen, Check the box next to the Sku of the item returned and change the QTY To Return to match the amount of items returned.

5. Select a reason for the Return and add short description if needed. Click Continue.

6. The information on this page should match the information inputed on the previous page. Check the box next to the sku. Click the "select and action" drop down menu and scroll to Receive Return. Click Go.

7. Make sure the QTY Received matches the QTY Returned. Make sure the Warehouse column reads SPE Ontario

  • Unless this is for Jeff Gordon the warehouse column will read SPE Dallas

8. Move your mouse to the top of the page and click RMA #xxx that was created for this return. This will take you back to the RMA viewing page were you will initiate the reshipment.

9. Check the box next to the sku. Make sure the QTY Returned matched the QTY Received. Click the "select an action" drop down and scroll to "Set Resolution To Replace". Click Go

10. Input a note as to the reason for the replacement and click "save"

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