How do I report an issue on an order and send a replacement?

To report a problem and send a replacement, select “Report an issue” on the sales order, choose an Issue Type, check “Reship order?”, and select “Report & Reship.” Endless records the issue and opens “Duplicate order” so you can create the replacement. If “Report an issue” does not appear on your account, contact Endless support.

The issue types are Mispick, Overshipped, Undershipped, Address Issue, Delivery Issue, No Movement, and Other. Reporting an issue:

• Adds the tag “OPS - ” plus the issue type, such as “OPS - Mispick.”
• Adds a note to the order with your notes, or the issue type if you leave notes blank.
• Sends a Slack alert when you check “Send Slack alert?” and Endless has set up issue alerts for your company.

It does not change the order’s status, items, or fulfillment orders.

The replacement is a new Draft order. It copies the items, addresses, tags, notes, carrier selection, and money fields. It does not copy fulfillment orders, external IDs, or the original’s status. Its suggested order number ends in “-R,” it gets a tag such as “OPS - Reship - Mispick,” and its payment status starts as Paid. Change the items to what you are resending, then commit the draft so it can be fulfilled. You can also use “Duplicate order” on its own without reporting an issue.

Send the replacement’s tracking to your customer yourself. The replacement is not linked to the original order in your sales channel, so neither the sales channel nor Endless sends a tracking email for it.

Endless does not block reporting an issue on a replacement order. “Report an issue” appears on every sales order when it is available on your account.

Before you report an issue, check the order’s tags for that issue type. The tag is added once, but each report adds another note and, if checked, another Slack alert. Contact Endless support for help with replacement tracking or repeated reports.