There are rare cases when MasonHub cannot fulfill an entire order after it has been accepted. This happens when the last remaining item is found to be damaged, or there was miscounted inventory.
In these cases, MasonHub will short the item(s) from the order in our OMS and update Shopify accordingly. You will then need to refund your customer in Shopify.
Subscribe to the Order Shorts notification to receive real-time emails whenever MasonHub processes an order but is unable fulfill an item.
Order Short in MasonHub's OMS
In MasonHub's OMS, you will see the shorted item(s) at the bottom of the order. MasonHub will also notify you via email when this happens so you can refund your customer.
Order Short in Shopify
MasonHub will also post the shorted message back to Shopify and tag the order with "MasonHub: shorted".
- Order will be in Partially fulfilled status if only part of the order was shorted
- Order will be in Unfulfilled status if the entire order was shorted
- Fulfilled item(s) will be in Fulfilled status with a tracking number
- Shorted item(s) will be in an Unfulfilled status so you can refund the customer
Refund Process in Shopify
IMPORTANT STEP: Uncheck “Restock items” when you remove an item; it will be checked by default. If you do not uncheck it, you will inflate your inventory counts in Shopify and you will oversell the item. |
To process the refund:
- Scroll to the top of the order and click the Refund link.
- You will see the Unfulfilled item(s) that you can refund.
- Uncheck Restock items when you remove an item; it will be checked by default. If you do not uncheck it, you will inflate your inventory counts in Shopify and you will oversell the item.
- Leave Send a notification to the customer checked to notify the customer of the refund.
IMPORTANT STEP: Uncheck “Restock items” when you remove an item; it will be checked by default. If you do not uncheck it, you will inflate your inventory counts in Shopify and you will oversell the item. |