Article KA-03687

A replacement is created as a new order in the system and sent to a shop. For the customer, it’s just their order being corrected or fulfilled. Replacement orders do not charge the customer. They should be offered when handling CSIs such as Delivery Issue, Delivered Wrong, and Quality Issue.
 
Never issue a replacement if the delivery window is still open.

*_Reasons to offer a replacement_*
The wrong gift was received.
The wrong flavor/color/size/etc.
Contents/components arrived in poor condition.
Agent entered the address incorrectly.
A hard good (vase, tin, cookie jar) was broken or damaged.

*_Reasons we would NOT offer a replacement_*
Customer Errors
Personalized Gifts
Offer to refund the customer and have the customer place a new order on the website.
OR we can resend a gift without personalization.
Two replacements have already been sent