Help your support team resolve the whole issue.

Read Zendesk ticket context and match the verified requester to the Shopify order. Stop if identity or store does not match.

1. 1.1Open the next Zendesk ticket in the team’s Delivery exceptions view (ex: #8421) and read the requester ID, brand, and ticket history. Use the Store code field to select the Shopify store before looking up the linked order.
2. 1.2Compare the verified requester with the order’s customer ID and email. Record the Shopify order ID as well as its display number so an order with the same number in another brand’s store cannot be selected later.
3. 1.3Copy the purchased variant, quantity, order value, and original shipping address into the working record. Check internal notes for an earlier address change or identity-review hold.
4. 1.4Set the team’s Issue type dropdown to Delivery exception and link the order in an internal note. If the customer or store differs, return the case to its assigned specialist for identity review.

Compare Shopify fulfillment, FedEx scans, and the promised date. Label creation alone does not establish that the carrier has the parcel.

1. 2.1Read the Shopify fulfillment’s tracking number and carrier, then retrieve the corresponding FedEx scan history. Check every fulfillment if the order has been split into separate parcels.
2. 2.2Compare the promised delivery date with the latest physical scan and its local timestamp. Keep Shopify’s fulfilled status separate from a FedEx label-created event; neither proves carrier acceptance.
3. 2.3Open the latest warehouse note in Zendesk (ex: W-218) and retain its author and timestamp. Check whether it confirms handover, reports a missing parcel, or leaves the parcel’s location unresolved.
4. 2.4Add a dated timeline to the ticket with order fulfillment, delivery promise, carrier evidence, and warehouse confirmation. Leave the new delivery estimate blank until there is a supported commitment.

Read the Microsoft SharePoint playbook; check prior remedies, available inventory, and any warehouse evidence in Zendesk.

1. 3.1Open the effective delivery playbook in Microsoft SharePoint and select the branch supported by the evidence, such as lost before handover. Save the document link and version with the case so the approval uses the same policy.
2. 3.2Search Shopify order history and Zendesk notes for refunds and linked replacements. Build the team’s lookup tag as replacement_for_{order_id} using the current order’s ID before preparing another remedy.
3. 3.3Check available inventory for the original variant at the dispatch location. Exclude committed stock and confirm whether the warehouse can use the requested shipping service.
4. 3.4For a policy-eligible replacement, use the original verified address and record the carrier premium as a merchant expense (ex: $12 for expedited shipping). Keep $0 due from the customer and route any required exception for approval.

Present the evidence, proposed replacement, and incremental shipping cost to the authorized support lead.

1. 4.1Add an internal Zendesk note containing the warehouse evidence, playbook version, stock availability, and proposed shipping premium. Keep warehouse findings out of the public reply until the wording is approved.
2. 4.2Check that the approving user is authorized for the ticket’s brand and shipping exception. Ask for approval of this order, original address, and cost cap together.
3. 4.3Record the approver, timestamp, and exact remedy on the current ticket. If inventory, address, or shipping cost changes before creation, return the revised proposal for approval.

Re-read Shopify for a prior replacement, create the authorized replacement, and verify its persisted reference before telling the customer.

1. 5.1Re-read the original order, its refunds, and its replacement_for_{order_id} tag immediately before writing. If a linked order already exists, resume verification of that order.
2. 5.2Use Duplicate on the Shopify order to prepare a draft, then verify the original variant and quantity. Reapply the approved discount and shipping settings because Shopify does not copy discounts or shipping rates into the duplicate.
3. 5.3Apply the approved 100% replacement discount and waive customer-facing shipping, leaving $0 due. Record the merchant-paid premium in the note and add the source-order tag and replacement reference before completing the order.
4. 5.4Read back the resulting Shopify order ID, original address, amount due, and unfulfilled status. Link that ID to the replacement reference in Zendesk (ex: R-10482); a timeout triggers a reference lookup before any retry.

Send the approved Zendesk reply, set a next-update deadline, and await warehouse fulfillment. Do not call a replacement delivered merely because it was created.

1. 6.1Prepare the public Zendesk reply with the replacement reference, no-cost remedy, and a specific next-update commitment (ex: 15:00 today). Send it after the assigned specialist approves the wording.
2. 6.2Set the team’s Next dispatch check field to the promised time in the support team’s timezone, retain the ticket owner, and submit as Open. Save the approval and Shopify link as an internal note.
3. 6.3At the deadline, re-read the replacement fulfillment and carrier tracking. Send the tracking link if dispatch is confirmed; otherwise contact the warehouse and give the customer the promised update.
4. 6.4Record the actual resolution event before solving the ticket. Preserve any later reopening so resolution time includes customers who had to come back.