Adding Replacement Orders to the Comp Sheet

Adding Replacement Orders to the Comp Sheet

Purpose/Goal

This SOP helps us streamline the process of inputting replacement orders for customers dealing with issues like lost, damaged, or missing orders. It also assists management in tracking replacement inventory more efficiently. By emphasizing the importance of accurate information, we aim to make the replacement process smooth and error-free for the person responsible for sending out replacements.

Resources Needed

Comp Sheet

Knowledge Base

Step 1 - Add to Comp Sheet

Step 2 - Let the customer know that the replacement has been shipped

Step 3 - Finding Replacement Order ID 

BEFORE YOU START: You will start with your ticket in Gorgias, where you will have offered a replacement. If the customer accepts a replacement, you will follow the steps below. 

1. Once you have identified what you are replacing, please open the Comp Sheet. 

2. When you add a replacement to the sheet, you will fill out columns A - L. Columns C - I should be easy enough to fill out using information from the ticket/Shopify information sheet.

   1. In column A, you will always select “Customer Service” from the drop-down menu. 

   2. In column B, you will select the sub-reason for the replacement. The most commonly used are “Lost/Defective/Damaged” or “Not Feeling Effects / Service Replacement.”

   3. In column J, please put a brief reason for the replacement. For example: “Returned to Sender,” “Damaged,” “Defective - Missing Scoop,” “Lost,” “Incorrect Product Sent,” etc.

   4. In column K, you will fill in the actual product from the drop-down menu. If you type in the product name, you will see the product pull up, so for Burn, you would just select “BURN” For flavored products, you will type in the name and select the flavor based on the abbreviation, for example, “BUILD - LL,” will stand for Lemon Lime, “BRAWN - LC,” would be Lemon Cheesecake, etc. If you are unsure of the product flavor abbreviation, you can always check the website. The abbreviations will always be the first letter of each word in the flavor name. 

   5. In column L, you will fill in the proper quantity; please ensure that you always do this so we can ensure the correct amount of product is being sent out. You do not need to fill out the flavor in this column, just quantity. 

      1. In this column, you can also fill out merch items & quantity since merch is not included in the drop-down in column L. For example, “OSL USA Map T-shirt L * 1”

BEFORE YOU START: Once you add a replacement to the sheet, you will email the customer back. 

1. After you have added the replacement to the sheet, please email the customer back using the replacement shipped template. 
    

BEFORE YOU START: This step will be utilized if a customer or you are looking for details on the replacement order. 

1. If you are looking for a replacement order, you can find it in column N. All order numbers can be searched in the respective systems like a normal customer order. 

   1. If it starts with “CONSUMER,” you will find the replacement on Amazon Seller Central. For example, “CONSUMER-2024327-0945.”

   2. If it starts with “OSL,” you will find the replacement order on Shopify. For example, “OSL-124102947.”

   3. If it is all numbers, then you can find the replacement order on Shipbob. For example, “152212018.”

1. Always double-check all fields in the refund sheet to ensure you enter the correct refund and the correct items.

2. If you see that replacements have not been processed for more than 2 days, please flag them to Team Lead/Manager.