Reshipments

The reshipment functionality is thought to resolve the scenario when the shipment, sent by the Warehouse, was never received for the customer. These kind of scenarios are usually generated by a carrier mistake. In this case, the customer calls the customer service and after they double check that it is a carrier fault, customer service has the availability of sending again the lines affected to the customer.

Example of a reshipment order

{
    "reshipment": {
        "order_id": "100000000000001",
        "store_id": "Luma Retail Stores - Southeast",
        "lines": [
            {
                "id": "243",
                "line_number": "1"
            }
        ]
    }
}

See the Reshipments Customer Service user guide topic for more information.

Solution considerations

The following are all potential solutions to a reshipment scenario:

  • The reshipped items are associated with a new order.
  • This new order is linked with the previous one. You can find the relationship in the magento.sales.order_management.updated message, in the field original_order_id. See the magento.sales.order_management.updated message for more information.

    {
        "order": {
            "id": "R00080001",
            "original_order_id": "100000000000001",
        }
    }
    
  • This new order employed the ZEROPAY payment method and the payment amount will be 0.
  • This type of order is accessible the origin attribute as ‘RE’:

    {
        "order": {
            "id": "R00080001",
            "original_order_id": "100000000000001",
            "origin": "RE",
          }
    }
    

Appeasements for reshipment refunds

When a customer wants to return items that were previously sent as a reshipment of their original order, and the Auto approve return configuration is disabled, the refund of the original order is not automatically released. The CSA must approve the return in the reshipment order first to release the refund in the parent/original order.

See the Refunds topic for detailed process information.

Configurable Reshipments features

The current reshipment features are available for all clients but should be activated/deactivated via feature flag.

Change shipping method

This feature allows to select a different shipping method for the reshipped order. This field is optional and in case that it is not specified, the order will be shipped with the previous shipping method.

{
    "reshipment": {
        "order_id": "100000000000001",
        "store_id": "Luma Retail Stores - Southeast",
        "new_shipping_method": "EXPRESS",
        "lines": [
            {
                "id": "243",
                "line_number": "1"
            }
        ]
    }
}

Changing the shipping address will not impact the amount captured for the customer—it is a 0 price order. The shipping method must be part of the catalog or configured as an available shipping method.

Change shipping address

This feature allows to select a different shipping address for the reshipped order. This field is optional and in case that it is not specified, the order will be shipped to the previous shipping address. The Magento Order Management System (OMS) is not doing address validation so in case that it is needed, this will need to be validated before calling the message.

This feature allows you to select a different shipping address for the reshipped order. This field is optional and if it is not specified, the order will be shipped to the previous shipping address. The OMS does not validate the address so it will need to be validated before calling the message.

{
    "reshipment": {
        "order_id": "100000000000001",
        "store_id": "Luma Retail Stores - Southeast",
        "lines": [
            {
                "id": "243",
                "line_number": "1"
            }
        ],
        "new_shipping_address": {
            "address1": "7700 W Parmer Ln",
            "address2": "",
            "city": "Austin",
            "company_name": "Magento",
            "first_name": "John",
            "last_name": "Doe",
            "state": "TX",
            "zip": "78729"
        }
    }
}

Order ID

This field allows you to specify the generated external order ID, if the order is generated in a different system, so that you can maintain well-synchronized systems (the combination of store ID and order ID must be unique).

If the field is not set, the OMS generates the order_id automatically with a ‘R’ prefix.

{
    "reshipment": {
        "order_id": "100000000000001",
        "store_id": "Luma Retail Stores - Southeast",
        "new_order_id": "2000000000000101"
        "lines": [
            {
                "id": "243",
                "line_number": "1"
            }
        ]
    }
}

Interface

To know more about the way that this entities are displayed out-of-the-box in the OMS interface, see the Customer Service topic.