Once an order is imported into our warehouse management software, Extensiv, you need to reach out to email@example.com to make any necessary modifications or cancellations. Our team is trained to pick, pack, and ship all orders received by noon, so it's important to send your modification requests as soon as possible after the order has imported into our system.
This approach will help increase the chances of your request being processed before shipment, which can prevent any potential restocking and cancellation fees. We understand that things can change quickly, and we want to make it as easy as possible for you to modify your orders as needed.
Below you will find instructions on 3 types of customer order management requests.
1. Modifying/Canceling Orders
Modifying/Canceling over allocated orders: If you need to modify or cancel an over-allocated(backorder) please reach out to firstname.lastname@example.org and no fees are applicable to cancelled orders.
Modifying/Canceling allocated orders: If you need to modify/cancel an order that has sufficient inventory your request may or may not be permitted depending on the status of the order. Order status can be found in the Portal under Find Orders. There are 3 stages to the fulfillment process that can be monitored in the portal. If the order has already been picked you will be charged an order modification or restocking fee.
- Order has been picked (Pick Ticket Print Date and Time, Pick Job ID, Pick Job Assignee)*
- Order has been smart-packed (Pack Date and Time)**
- Order has been shipped (Order Close Date/Tracking Number)***
*If an order has been picked there will be a restocking fee applied to modified order.
**If an order has been packed there will be a restocking and cancellation fee applied to the modified order.
***If the order has been shipped the order can no longer be canceled. You may request a return label from email@example.com
3. Split-Allocating Orders
If one or more orders contain over-allocated/backordered line items, you may request that our team split-allocate your order(s). The sufficient items will be shipped on the original order Ref# and the back ordered items will be transferred to a split order (original Ref# -1),with status over-allocated. When replenishments arrive, this order will automatically have inventory allocated to it and shipped. Split-allocation requests must be sent to firstname.lastname@example.org on a day to day basis and cannot be set up at the account level.
4. Short-Shipping Orders
If one or more orders contain over-allocated/backordered line items, requesting that our team short-ship your order(s) will result in the cancellation of the over-allocated/backordered item from the order so that the order can ship.
There are applicable charges for order modifications on more than 15 orders. It is recommended to request order cancellations when needing to modify more than 15 orders. Once orders are edited in your shopping cart or order import file, you can request the orders to be canceled so that the edited orders can be re-uploaded.