Reshipping Products

You can reship a product to a customer if that product was lost during shipping or not received for any reason.

Procedure

Log in to Commerce Call Center. The Home page opens.
Go to the Order Summary screen in one of the following ways:
- In the Order panel, enter the appropriate details, and click Find Order.
- In the Related Tasks panel, click Order Search. The Order Search screen opens. Enter the appropriate details and click Search.
If the search results in a single order, the Order Summary screen opens. If the search results in multiple orders, a list of orders is displayed. Select the order that you want to view.
In the Related Tasks panel, under Frequently Asked Questions, click Where is my shipment?. The Shipment Tracking screen opens. You can do the same step to track shipment for an order line from the Order Line Summary screen.
The Shipment Tracking screen displays the order lines of the order.
Click an order line to view the shipment-related details. If the order line is in Shipped status, the Reship Product link is displayed.
Click Reship Product. The Reship Product pop-up window opens.
Select the Reship reason and enter the Quantity to reship and click Reship.
- If no errors occur, a new order line is created for the reshipped products, which will be displayed in the shipment tracking screen.
  - When the new order line is created and added to the order, it can be viewed from both the Shipment Tracking and the Order Summary screen.
- If errors occur, the appropriate error message is displayed. If the error is that a product can be reshipped only after a certain number of days, the error can be overridden if the user has sufficient permissions by selecting the Override Reship Validation check box and clicking Reship again.
  - If the displayed error is "There is not enough available reship quantity. The Product may have already been reshipped." Then you must enter a quantity less than the available reship quantity that is displayed on the screen. Click Reship again.