OrderHUBx Exception Handling

Every Issue Tracked. Every Resolution Documented.

11 exception types, 2-phase resolution workflow, per-item tracking, and automatic channel push-back. From the moment an issue is reported to the moment it's resolved — nothing falls through the cracks.

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The Problem & The Solution

Post-order issues are inevitable. What matters is how you track and resolve them. Here's how OrderHUBx transforms exception management.

Without OrderHUBx With OrderHUBx
✕ Exceptions tracked in spreadsheets or sticky notes✓ Dedicated exception system with status lifecycle
✕ No visibility into what's pending vs resolved✓ PENDING → APPROVED → PROCESSING → COMPLETED pipeline
✕ Returns, refunds, claims tracked separately✓ Single exception record links returns, refunds, claims, and replacements
✕ Partial returns require manual tracking✓ Per-item resolution — return 2 of 10 items, replace 1, refund 1
✕ Channel status out of sync after cancellation✓ Automatic push-back to Walmart, WooCommerce, Amazon FBM
✕ Financial impact scattered across systems✓ Refund, claim, and charge tracking with independent status flags
✕ No audit trail for disputes✓ Complete order history log (every action timestamped)

11 Exception Types. One System.

Every post-order issue has a defined workflow with the right resolution actions.

1

Cancellation

Cancel full order or line items pre/post-shipment. Includes stock reversal and channel push-back.

2

Damaged Item

Product arrived damaged. Return + replacement + shipper claim.

3

Wrong Item

Incorrect item shipped. Return + correct replacement.

4

Missing Item

Item from order is missing. Replacement + shipper claim.

5

Defective

Product not functioning. Return + replacement.

6

Not As Described

Item doesn't match listing. Return + refund.

7

Address Change

Customer needs delivery address updated before shipment.

8

Expedite Delivery

Customer requests faster delivery. Includes charge agreement tracking.

9

Office Pickup

Customer picks up instead of ship. Generates PICKUP label with $0 shipping.

10

Weather Delay

Shipping delayed due to weather. Informational tracking.

11

Other

Miscellaneous issues with flexible resolution options.

Exception dashboard showing status pipeline with PENDING, APPROVED, PROCESSING, and COMPLETED columns

Exception dashboard — see every open issue, its status, and resolution progress at a glance.

The Right Resolution for Every Situation

Each exception type has a defined set of resolution actions. The system shows only the relevant options — no guesswork.

Exception Type Return? Replacement? Refund? Shipper Claim? Channel Push-back?
Cancellation If shipped No Yes No Yes (WC/Walmart/FBM)
Damaged Yes Yes Optional Yes No
Wrong Item Yes Yes (correct SKU) Optional No No
Missing No Yes Optional Yes No
Defective Yes Yes (same SKU) Optional No No
Not As Described Yes Optional Yes No No
Address Change No No No No No
Expedite Delivery No No No No No
Office Pickup No No No No No
Weather Delay No No No Optional No
Other Optional Optional Optional Optional No

Two-Phase Workflow: Log → Resolve

Phase 1 captures the issue. Phase 2 resolves it. Clear separation ensures nothing gets lost.

Phase 1

Log Exception

Customer service captures the issue with all relevant details:

✓Exception reference (YYMM-NNN format)
✓Order, line item, or parcel scope
✓Affected items with quantity and auto-calculated amount
✓Responsibility: Customer, Self, or Shipper
✓Issue type (one of 11 types)
✓Description and action notes
Exception logging form showing order details and issue classification

Exception logging form — select items, assign responsibility, classify the issue.

Phase 2

Resolve Exception

Manager resolves through a 4-tab interface:

Tab 1: Items

Per-item resolution: return required, return timing (NOW or AFTER_RETURN), restockable, send replacement, replacement SKU, refund amount.

Tab 2: Financial

Header-level: claim amount from shipper ($), charge to customer ($).

Tab 3: Finalize

Resolution notes, REJECTED status override, channel push-back toggle.

Tab 4: Email

Compose and send customer notification with resolution details.

Exception resolution form with Items, Financial, Finalize, and Email tabs

Resolution form — four tabs cover every aspect of the resolution.

Per-Item Resolution: Maximum Flexibility

One exception can have item A returned + refunded, item B replaced with a different SKU, and item C written off — each tracked independently.

Per-Item Field Values Purpose
Resolution StatusPENDING → APPROVED → PROCESSING → COMPLETEDTrack where each item stands
Return RequiredYes / NoDoes the customer need to send it back?
Return TimingNOW or AFTER_RETURNSend replacement before or after return received
RestockableYes / NoCan be restocked or write-off
Exchange FlagYes / NoReplacement being sent
Exchange New SKUSKU reference or same productAlternative SKU or same product
Refund Amount$ per itemAmount to refund for this specific item
Per-item resolution tracking showing individual item decisions for return, replacement, and refund

Per-item resolution — each item gets its own return, replacement, and refund decision.

Every Dollar Tracked

Refunds, shipper claims, and customer charges — each with independent status tracking.

Flag Tracks Lifecycle
Refund StatusCustomer refund paymentPENDING → PAID
Claim StatusShipper insurance claimPENDING → RECEIVED
Charge StatusCustomer charge (restocking/expedite fee)PENDING → PAID
Return StatusPhysical return lifecycleREQUESTED → RECEIVED → INSPECTED
Automatic completion: When all funds and returns are settled, the exception automatically moves to COMPLETED. No manual status changes needed.

Exception Status Lifecycle

Every exception follows a clear status pipeline from creation to completion.

PENDING → APPROVED → PROCESSING → COMPLETED
From PENDING: REJECTED
From APPROVED: AWAITING_RESPONSE
PENDING

Just logged, awaiting review.

APPROVED

Reviewed and approved for processing.

PROCESSING

Resolution actions underway (returns/refunds pending).

COMPLETED

All resolution actions settled.

REJECTED

Invalid or declined exception.

AWAITING_RESPONSE

Pending customer or third-party response.

Automatic Channel Synchronization

When you cancel an order in OrderHUBx, the cancellation is pushed back to the sales channel automatically.

Walmart Marketplace

Cancel in OrderHUBx → status syncs to Walmart automatically.

WooCommerce

Cancel in OrderHUBx → WooCommerce order updated via API.

Amazon FBM

Cancel in OrderHUBx → Amazon FBM order cancelled.

No manual status updates on each marketplace. Cancel once, sync everywhere.

See It In Action: Damaged Item Workflow

A complete walkthrough of how a damaged item exception flows from report to resolution.

Phase 1

Customer Service Logs Exception

1

Opens exception form for the order

2

Selects affected item(s) and quantity

3

Sets: Responsibility = SHIPPER, Issue = Damaged

4

Adds description: "Customer reports item arrived with crushed packaging"

5

System creates exception with status = PENDING

Phase 2

Manager Resolves

1

Opens resolution form

2

Tab 1 (Items): Check "Send Replacement" (same SKU), Check "Return Required", Timing = "NOW" (send replacement immediately)

3

Tab 2 (Financial): Enter shipper claim = $50

4

Tab 3 (Finalize): Add notes, Submit

5

System processes:

✓Creates return request (generates RMA)
✓Allocates replacement from stock
✓Creates shipper claim record ($50)
✓Sets all tracking flags to PENDING
✓Logs to order history
6

When return received + claim paid → auto-moves to COMPLETED

Complete damaged item workflow showing log and resolution phases

Complete damaged item workflow — from initial report through automated resolution processing.

Special Cases

Beyond standard returns and refunds, the exception system handles these specialized workflows.

Office Pickup

Generates PICKUP-YYYYMMDD-NNNN reference with 4x6 label. $0 shipping rate. Green PICKUP badge on order list. Excluded from carrier tracking.

Expedite Delivery

Required delivery date field + customer charge agreement. Flags order as expedited. Can charge customer for upgrade.

Waived Returns

Customer keeps the item. No physical return, no stock increase. Used for low-value items or goodwill gestures.

Partial Quantity Returns

Return 2 of 10 items from a line. Original line reduced, each returned item tracked independently with its own resolution status.

Pricing

Exception handling is a core module included with every OrderHUBx plan.

Exception Handling Module

Included with OrderHUBx
Core module included with all plans
✓11 exception types
✓2-phase workflow (Log → Resolve)
✓Per-item resolution tracking
✓Financial tracking (refund, claim, charge)
✓Channel push-back (Walmart, WooCommerce, Amazon FBM)
✓Order history audit trail
✓Email notifications
✓Status lifecycle with automatic completion
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Ready to Stop Losing Track of Issues?

See how OrderHUBx exception handling keeps every issue visible, every resolution documented, and every dollar tracked.

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