SOP-006: Archived Order

1. SUMMARY
   • This document reviews the guidelines for working with orders that are archived (ie: issuing credit(s).
2. BACKGROUND
   • Orders that are older than 1 year are archived automatically by the system. This is done to control the load normal orders place on WMS and in turn cause a slowdown of the system.
   • If an order is archived it can only be viewed. No transactions can be made.
   • Archived orders can be identified by their missing information in BizDesk under the Order Payment tab.
3. GUIDELINES
   • First seek approval for a refund of an item that is over 1 year old. This is only going to be processed for special circumstances
   • First option to offer the customer, if the refund amount is under $10, we can apply it as a Courtesy Rewards Credit on the customers account.
     • We would apply the Rewards Courtesy Discount and then educate the customer how to use the credit for a new order.
   • Second Option, if the refund amount is more than $10, would be to go to a newer order under the same account and process the refund as a discount to Rewards. Make clear notes as to the reason for the discount and include the original order number.
     • Example Note: Order 12345 customer is reporting a recall notice on. Processing a discount to Rewards On order 21346 for the amount of $12.00 to cover the cost of item ABC-12345.
   • If the customer does not have any more recent orders that are not archived, and the value is more than $10, get supervisor approval to have Tech apply the refund as rewards credit.
     • For this situation the discount/refund is over $10.00 then send a request to Brian or Robert for approval for a Rewards Credit to be applied by [e-mail].