🧾 Process for Pricing Errors

1. Orders Already Fulfilled

If the order has already been fulfilled, do not ask the customer to pay any additional amount, even if a pricing discrepancy is discovered afterward.

• The customer’s order should remain as is.
• No further billing adjustments are required.

2. Minor Price Differences

If the price difference is only a few dollars, this typically indicates that the product’s price was not updated in the system.

• Allow the customer to keep the order without any additional charges.
• Notify the appropriate team to review and update the product pricing to prevent future discrepancies.

3. $0 Pricing Errors

If a product is showing a $0 price, follow these steps:

1. Cancel the order and add an internal note stating: “Payment error.”
2. Refund the shipping fee, if applicable.
3. Update the product with the correct price, or mark it as Out of Stock (OOS) if it should not be available for purchase.
4. If needed, recreate the product with corrected details and pricing before making it live again.

4. Orders with No Shipping Fee

If an order has no shipping fee, follow this process:

1. Check for active discounts or promotions that may have waived the shipping charge.
2. If no discount applies, verify whether it is a Merch Reserve (MR) order.
3. Confirm product details and follow the Standard Operating Procedure (SOP) for MR orders.