The reshipment functionality is useful when a shipment sent by the warehouse was never received for the customer. These scenarios are usually generated by a carrier mistake. Typically, the customer calls the customer service, customer service verifies that the issue is due to carrier fault, and customer service can resend the affected lines 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 topic in Post-sales for more information.


To enable this functionality:

  1. Navigate to Config > Sales Channel > Order in your SI Portal.
  2. Enable the Reshipments option.

    SI Portal configuration for an exchange

    SI Portal exchanges

    Configure the Reshipment reasons in the SI Portal in in Config > Sales Channel > Postsales > Exchanges Reasons.

    SI Portal configuration for exchange reason

    SI Portal exchanges reasons

  3. In the User & Permissions view of your OMS Admin, enable or disable this functionality for a specific CS role, per the rights for that role.

    Example of a customer service role available permissions

    Roles & Permissions

These definitions are enabled and configured in your System Integrator (SI) Portal, which is not yet accessible externally. Contact Magento Support for assistance.