Sometimes you need a different label for an order that already has one: it's too late in the day for the chosen courier, the parcel is heavier than expected, or the item turns out to be damaged. This guide explains how to cancel the existing consignment, so you aren't charged twice, in the legacy StoreFeeder view. Using the current view? See Changing Shipping Methods after Despatch.
Before you start
These options are available when an order has a label, for example it's Pre-Generated, Pre-Despatched or Despatched, and it hasn't been manifested yet.
Choose the option that fits:
| If you want to | Use |
|---|---|
| Send the order now with the stock you have, on a different shipping method | Change Shipping Method |
| Stop the order for now and put the stock back, to process it later | Delete Consignment |
Option 1: Change the shipping method and get a new label
- Go to Orders > Manage Orders, find the order, and click Edit when you hover over the order number.
- In the Shipping & Handling section, click Change Shipping Method.
- A message explains that the existing consignment will be deleted and a new label created when you save, which may mean extra courier costs. To stop here, close the message and leave the page without saving.
- Choose the new shipping method, then click Save.
StoreFeeder cancels the existing consignment with the courier where it can, and requests a new label from the new courier. When this works, reprint the label and send the order. If the order was already Pre-Despatched or Despatched, StoreFeeder also tries to send the new tracking details to the channel, although not every channel accepts this.
If the new label can't be created
You'll see a message that the new consignment couldn't be created.
The order's status changes to Requires Re-despatch, and it's marked Attention Required with a message explaining why.
Fix the cause, or choose another shipping method, then despatch the order from Warehouse > Despatch Order / Pickwave.
Option 2: Delete the consignment and process the order later
Use this when you won't send the order with the stock you have now, for example because the item is damaged. Deleting the consignment cancels it with the courier, takes the order out of its pickwave and, if the order was picked with the app, creates transfers to put the stock back.
- Open the order as in Option 1, then click Order Shipping on the left.
- Click Delete Consignment.
- Read the confirmation, then click Delete Consignment. To stop here, close the message instead.
A message confirms the consignment has been deleted and any earlier labels are no longer valid.
The order goes back to Complete (Ready To Pick). You can then add it to a new pickwave, or cancel it.
If transfers were created, process them to return the stock to its pick bins. If the stock is damaged, make a stock adjustment instead and cancel the transfer. See Transferring stock between your Stock Locations, or StoreFeeder App - Transfers if you use the app.
Troubleshooting
I can't see the Change Shipping Method button
The button only shows when the order has a label and hasn't been manifested yet.
The channel still shows the old tracking number
Not every channel accepts updated tracking. Update it on the channel directly.
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