ChannelEngine: replacement orders

About this article

This article explains how to create and manage replacement orders on ChannelEngine, how to identify replacement orders, and how they behave in the Orders overview, stock, and the Merchant API.

Table of contents

Introduction

Setup

Create a replacement order

Identify a replacement order

Replacement orders with bundles

Stock and order totals

Visibility on the channel

Replacement orders via API

Next steps

Introduction

A replacement order is an order that you create on ChannelEngine to send a buyer identical items from an existing order. You might create a replacement order if an item got lost in transit, there is a miscommunication with a cancelation, or there is another delivery or quality issue. 

Create a replacement order directly from the original order, with the original details automatically pre-filled. From the original order, ChannelEngine copies: 

• Customer details
• Shipping address
• Order lines chosen by you
• Available extra data 

Then, ChannelEngine links the replacement order to the original order. 

Replacement orders keep your order data consistent and make it easy to trace each replacement back to its original order.

Setup

Before you create a replacement order, make sure that the replacement orders feature is enabled on your ChannelEngine tenant.

Contact your customer success manager or the Support team to enable replacement orders on your tenant.

Create a replacement order

You can create a replacement order on an order that is in any status.

To create a replacement order:

1. On ChannelEngine, go to Orders and open the original order. 
2. Select Create replacement order from the three-dot menu on the order details page.
3. In Replacement reason, select the reason for the replacement.
4. Select the order lines to include in the replacement order, and adjust the quantities if needed.
5. Click Add to create the replacement order.
6. The replacement order is created with the status New.

ChannelEngine creates the replacement order with the same shipping address as the original order and with the order lines you selected.

Identify a replacement order

ChannelEngine marks replacement orders in several ways, so you can tell them apart from regular orders:

• Order number prefix - the Channel order no. and the Commercial order no. of a replacement order start with REPL-X, where X is the sequence number of the replacement on the original order.
• Replacement badge - the order details page of a replacement order shows a replacement badge.
• Reason - the order details page shows the reason you entered.
• Link to the parent order - the replacement order links to the original order, and the original order links to all of its replacement orders.

E.g.: REPL-1-CHN-74920-814 is the first replacement of the original order CHN-74920-814, and REPL-5-CHN-74920-814 is the fifth.

Replacement orders with bundles

When the original order contains a bundle, ChannelEngine shows the bundle components as options for the replacement order. Select the components you want to send again.

Stock and order totals

• Stock - a replacement order reserves stock for its order lines, in the same way that a regular order does.
• Order total - the overall total of a replacement order is zero. ChannelEngine adds a service line with a 100% discount to the order to reach this total. Buyers do not pay again for the items in the replacement order.

Visibility on the channel

Replacement orders are visible to you only. ChannelEngine does not expose replacement orders to the related channel. This also applies to any shipment or cancelation you create on a replacement order.

Replacement orders via API

Replacement orders are available via the Merchant API alongside your regular orders. Use the isReplacement property to distinguish replacement orders from regular orders when calling GET /v2/orders.

Next steps

Handle the shipment of the replacement items as you would any other order, e.g.: through your warehouse or fulfillment partner.

Check out:

• ChannelEngine: orders
• Merchant API: retrieve orders
• Merchant API: shipments