Autoplicity Support

(Covers Pending Shipment, Unshipped, and Partially Shipped Orders)

1. Overview

A Unfulfilled Order refers to any order that fails to ship on time or shows no verifiable progress in transit.

This includes:

2. SLA and Immediate Actions

• SLA for Vendor Fulfillment: 48 hours

• If an order has not shipped within 48 hours, it is out of SLA and must be investigated or cancelled.

• Always act quickly once the customer reaches out — delays increase the risk of chargebacks.

3. Step-by-Step Workflow

✉️Step 1: Verify Shipment Status

1. Check tracking in CRM or carrier website.

2. Determine which scenario applies:

✉️ Step 2: Vendor Communication

A. For Pending Shipment (No Tracking Yet)

Subject: CANCEL REQUEST – PO# <Insert PO> 

Hello, 

We received notice that this order has not shipped and is now past SLA. Please CANCEL this order and issue credit so we can refund our customer and avoid a chargeback. 

Tracking: <Insert URL> 

If the order has shipped, please provide updated tracking details. 
Thank you for your assistance. 

<Signature>

B. For Unshipped Order (Label Created, No Movement)

Subject: CANCEL REQUEST – No Movement – PO# <Insert PO> 

Hello, 
Tracking for this order shows “Label Created” only with no movement, and the ESD has passed. 

Please confirm if this has shipped under a different tracking number. If it has not shipped, kindly CANCEL the order and issue credit immediately. 
If the order later ships, we will not assume financial responsibility for it. 

Tracking: <Insert URL> 
Thank you, 
<Signature>


If the Vendor insists the order shipped under the same tracking, but there’s still no movement after 5 business days, proceed with cancellation.
Reply to Vendor:
"Since this order evidently did not ship, please confirm issuance of the credit memo.
Additionally, if this order does end up shipping, we will not assume financial responsibility for it."

C. For Partial Shipment

Subject: RMA / Return Request – Partial Shipment – PO# <Insert PO>

Hello, 
One or more items on this PO have not shipped. Please confirm the status. If these items are no longer available, please approve an RMA for the unshipped portion so we can process a refund. 

Tracking: <Insert URL> 
Thank you,
<Signature>

✉️Step 3: Update CRM

If Pending Shipment or Unshipped:

1. Cancel Order

• Purchase > View Item Allocation > Cancel

• Reason: Out of Stock 

• Proof: Upload tracking screenshot or vendor confirmation
  

Note: Delete Tracking (if applicable)

  Purchase > View Shipment > Delete Shipment

2. Update Order Status

• Order Status: Cancelled

• Refund Status: Refund Pending

If Partially Shipped: 

When only part of the order has shipped and the remaining item(s) need to be cancelled:

1. Remove Tracking

• Purchase > View Shipment > Delete Shipment
• Delete/remove the tracking from the order.

2. Cancel the Unshipped Item

• Purchase > View Item Allocation > Cancel
• Cancel only the item(s) that have not shipped.

3. Re-add Tracking

• After the cancellation is completed, re-add the original tracking information to the item that has already shipped. This keeps the shipped item properly associated with its tracking while allowing the unshipped item to be cancelled.

4. If the Preferred Process Does Not Work

If the tracking cannot be removed or the partial cancellation cannot be processed correctly, use the Return/RMA option instead.

• Check Order > Create Return Stamp
• Return > View Item Allocation > Create RMA
• Number Type: Autoplicity / Manufacturer (if vendor provided RMA)
  

5. Update Status

Once the partial cancellation or RMA process is completed:

• Order Status: Partial Cancel
• Refund Status: Refund Pending

Important: Do not set an order to Refund Pending without first processing the cancellation/return and creating the required RMA when applicable. Refund Pending alone does not process the cancellation or provide the information needed for the refund to be completed.

✉️Step 4: Customer Communication

A. Pending or Unshipped (Not Shipped at All)

Hello [Customer Name],

We’re very sorry, but your order experienced an unexpected delay and did not ship as intended.

Since we’re unable to confirm a ship date, we’ve processed a full refund to your original payment method. You should see the funds returned within 3–5 business days.

We sincerely apologize for the inconvenience and appreciate your understanding.

Best regards,
[Your Name]

FOR OUT-OF-STOCK

Hello [Customer Name],

We sincerely apologize, but your order has encountered an unexpected issue and cannot be fulfilled at this time.

Unfortunately, while the part was initially listed as available, it did not pass our quality inspection. As a result, we were unable to ship the order. The item is currently out of stock, and we do not have an estimated restock date at this time.

Since we are unable to provide a confirmed shipping date, we have processed a full refund to your original payment method. Please allow 3–5 business days for the funds to be returned, depending on your financial institution's processing times.

We sincerely apologize for the inconvenience and appreciate your understanding.

Best regards,
[Your Name]

B. Unshipped (Label Created But No Movement)

Hello [Customer Name],

We’ve confirmed that your shipment label was created, but the carrier has not recorded any movement. Due to the delay, we’ve gone ahead and cancelled the order and issued a full refund.

If the package eventually arrives, please refuse delivery or let us know — we’ll provide a prepaid return label.

We apologize for the inconvenience and thank you for your patience.

Best regards,
[Your Name]

C. Partial Shipment

Hello [Customer Name],

It appears part of your order shipped successfully, but one or more items remain unfulfilled. We’ve initiated a return and refund for the remaining unshipped items.

The refund will appear in your account within 3–5 business days.

Thank you for your understanding,

[Your Name]

✉️Step 5: Escalation

If a vendor fails to:

• Respond within 24 business hours, or

• Issue a credit memo 

→ Escalate immediately to Myles for resolution.