How to Process Orders With Wrong Product

Your customer ordered the wrong product or you sent the wrong item to your customer. 

  • Case 1: the product has already been sent. 
  • Case 2: the product has not been sent yet. 

Here’s what you can do about it:

Case 1: the product has already been sent. 

1. The product has already been sent and the subscription has already been started. 

Subscription status: Active 

If there is an active subscription attached to an order and the product has already been sent then you can simply initiate a product swap to replace the wrong product with a right one. 

Initiating a product swap creates a new order and sets the status of the subscription with the wrong product as pending replacement (same functionality as pending return) to trigger the return workflow for the replacement product. 

If the product has already been sent then besides replacing the product you should also aim at getting the wrong product back.

NOTE: In the circuly system the return process is triggered when a subscription has the pending return or pending replacement status. 

If you cancel the order or mark the subscription status as pending return manually before swapping/replacing the product, then the swap option is no longer available as only subscriptions with active status can be swapped/replaced. 

Since you ideally want to exchange the wrong product with the right one and keep the subscription as is, you can simply initiate the swap process

2. The product has already been sent and the subscription has not yet started 

Step 1: Cancel the existing subscription

If the subscription hasn't started yet and the product has already been sent, then you should still aim at getting the wrong product back.

But since there is no active subscription, the swap/replacement option is also unavailable. The best thing to do in this case is to start the subscription and then initiate the swap process.

Initiating the swap process will create a new order automatically and set the status of the subscription with the wrong product as pending return to trigger the return workflow

Case 2: the product has not been sent. 

The product has not been sent and the subscription has not been started then the first thing to do is to stop the shipment of the product. You can ideally do that with your shipping tool. Once you’ve stopped the wrong product from being shipped, you still need to change and update the product attached to the order for tracking reasons. 

Before you change the product you need to first figure out whether it was a wrong product (different SKU) or wrong variant of the product (SKU and serial number). 

Note: How you categorise and catalogue your product varies from one company to another. Once you know what is wrong with the product you can either Edit the Order Item or Replace the serial number

Editing the order item allows you to change the product, the SKU, and things like duration, frequency, price and subscription date. 

Important: In order to allow editing of order item you need to enable the associated setting in the Settings tab.

To enable the setting go to the Settings tab in the your circuly operations backend > Go to Orders > ORDER > And enable the switch for Allow order item editing setting.

Screenshot of circuly operations backend to show edit wrong product feature

For replacing the serial number, you need to start the subscription. When you are in the process of creating a subscription you get the option of adding a serial number. Make sure you enter the correct serial number and that the product with the same serial number is being shipped to the customer. 

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