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Guide to oversells on the iconic

Fix oversells on the iconic

Internal only.

Key Ticket to follow: https://citybeachsoftware.freshdesk.com/a/tickets/142369

Due to the way the iconic handles SOME new orders, in most cases (but not all) an oversell on the iconic can be the result of a delay that comes from the process the iconic follows when handling 'Exchange Orders.

Quote:

The way these works is that the order is created in Iconic's backend, so the qty checked at time the exchange order is placed. Then the order sits on hold until the order item being returned for an exchange is received and processed by THE ICONIC Returns team. This then released the order and it is sent to Seller Center whether or not there is available stock. We receive the order as per usual and then starts the confusion and investigation... Further to my previous note. Sellers have zero visibility as to whether the order is an exchange... So they need to ask THE ICONIC team.

Things to check in oversell instances like this, not necessarily in order:

  1. Ask the seller if the order in question is an Exchange order, they will need to ask the iconic to be certain. If it is an exchange order it is highly like the oversell on that item happened because of the delay in processing the order and there was no inventory by the time the order was released (see above)
  2. Check when the item became out of stock in Shopify.
  3. Check when the item became out of stock in the iconic, you may need to ask the iconic team for that exact data from their system.
  4. Check the inventory amount at the time the order was last downloaded. Check the inventory amount the last time it was uploaded and updated. If there is no inventory on both of those checks and the order came in after both time stamps, the oversell is most likely due to the iconic and how they handle the order (exchange order).
  5. The note in the above ticket on July 29 clarifies what to look for in the cassandra logs to determine what quantity the marketplace had before the order.

Please suggest more edits, this is a new FAQ.