When an item is missing or the wrong product is shipped, a reshipment may be required. This guide explains how to create a reshipment order in Shopify correctly so replacement items are fulfilled without causing duplicate shipments or confusion.
Before you start
Confirm with your customer which item(s) were missing, incorrect, or damaged.
Double-check the original order details to verify the issue.
Ensure inventory is available for the item(s) to be reshipped.
Things to keep in mind
Use this process only when sending replacement or missing items, not for full reorders.
Ensure shipping details match the original order unless the customer has provided an update.
If inventory is not available, coordinate with the Portless Customer Support Team (CST) before proceeding.
Steps
Go to Shopify and pull up the original order in question.
In the upper right corner, click the More Actions button, then select Duplicate. This creates a draft based on the original order.
In the draft order:
Adjust the quantity or remove any item(s) that don’t need to be reshipped.
Update or correct the SKU(s) if necessary.
Once ready, click Mark as paid.
In the confirmation message, click Create order.
The newly created order automatically pushes to Portless for fulfillment and shipment.
Video Demo
Watch the video here.
Why handling reshipments yourself is best
Creating a reshipment on your end is often the fastest way to get things back on track. Here’s why it’s your best bet:
Total Accuracy: You have full control over the order, so you’re sure the correct SKUs are being sent out.
Instant Updates: You’ll get the new tracking number the moment it’s generated. No need to wait for a Support agent for an update.
Zero Middlemen: If you’re covering the reshipment cost, you can skip the back-and-forth with Support and get the package moving immediately.