Editing OrdersUpdated 2 years ago

12 Hour Grace Period

Customers are required to get in touch with us within 12 hours of placing their order if there are any changes they would like to make. This is to ensure that we are able to action any changes before the order is fulfilled. If requests for changes after this period, it's not guaranteed that we will be able to action this, and so customers will need to be notified to request a return or exchange if applicable.

How to Edit an Order.

Step 1: Ticket Received.

Once the ticket has been received, review the message carefully to ascertain what needs to be actioned. If they have clearly provided instructions, we can action further on the JIFI order page.

Check the order status on JIFI. If an order's current status is unpicked and unfulfilled.

If further details are still required, kindly flag the order as an "Order Amendment".

Step 2: Respond to Customer.

Check with the customer to see if any further details are required to action any changes to the order. Confirm details such as colour, product choice and address details, whichever is appropriate.

If looking to change a product and there is a price difference, advise the customer that we can either issue them an invoice for the price difference if it is higher than the paid amount, or provide a partial refund if they are downsizing to a lower priced product.

Step 3: Customer Confirms.

Once the customer has confirmed the additional details, leave an internal note tagging a Lead Agent and assign it to them respectively. They will then action the remainder of the process by editing the order on Shopify and updating the order on JIFI.