Redirection means that your order is already in the hands of the carrier and instead of going to the customer's address, it will go back to the warehouse. This is a request made to the carrier (by your Customer Success team) and even though there is no guarantee it is the best way to stop shipping from going to the intended address and returning to the warehouse instead. There might be a couple of reasons as to why you would need to redirect an order:

  1. The customer cancelled his/her order and this was already processing or queued

  2. You need to change the address, add a note or any important information

  3. The customer wanted a refund and you already took care of this and the order no longer needs to be fulfilled

Whatever the case might be, you should know a couple of things:

If the order shows as “processing”, you can add notes, and fix anything you need on the address lines.

order status queued & processing - can void order, no need to redirect.

redirect is during status: picking/picked/packing/packed

  • If the order shows as “queued or processing”, the order can be voided, no need to redirect.

  • If the order shows as “picked” or “packed” modifications are no longer available. In this case, the best solution would be to contact your Customer Success team and they will redirect directly with the carrier.

Note: Please be aware that redirections have an extra fee and will be added to your next invoice. This is because the package was picked, packed, shipped just like a regular order does.

If you have any questions, be sure to contact your customer success team or send an email to info@ordergrid.com and we will be happy to help!

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