1. How We Are Notified of Online Orders

In Retailer

A notification in the speech bubble appears in the top right-hand corner of Retailer when a new online order is received.

A popup notification may also appear.

On the Shopify Desktop

Orders can be viewed by opening Shopify on the designated store computer and selecting Orders from the left-hand menu.

Via Email

An order confirmation email is also received in:

kasquotes@gmail.com

fishing@karrathaadventuresports.com.au if fishing related

 

2. Click & Collect Orders

2.1 Picking Click & Collect Orders

1. Open Shopify on the designated computer.
2. Open the order under Orders.
3. Print pick slip
4. Collect and check each item carefully against the order.
5. Place the order into a box or bag.
6. Sign the pick slip with your name, attach the pick slip to the box or bag.
7. In Shopify, select Ready for Pickup.
8. Send the pickup notification to the customer.

The customer will automatically receive an email advising their order is ready for collection.

2.2 Releasing Click & Collect Orders

1. Ask the customer to provide their order confirmation on their phone or printed copy.
2. Retrieve the Online Sales Book.
3. Record:
• Date
• Customer name
• ID number, such as Driver’s Licence or Proof of Age
4. Ask the customer to sign the book.
5. Release the goods.
6. In Shopify, mark the order as Picked Up.

3. Shipping Orders

3.1 Picking and Packing Shipping Orders

1. Open the order in Shopify.
2. Confirm the items are suitable for shipping.
3. Print the pick slip.
4. Collect & check each item carefully against the order.
5. Fragile items must be wrapped appropriately to prevent transit damage.
6. Sign the pick slip with your name, put the pick slip to the box or bag.

3.2 Creating Shipping Labels & Dispatch

1. Open the order in Shopify.
2. Select Create Shipping Label.
3. Confirm:
• Customer address
• Parcel size
• Parcel weight
• Shipping method
4. Purchase the label using the linked Australia Post MyPost Business account.
5. Print the shipping label using the label printer.
6. Attach the label securely to the parcel.
7. Remove or cover any old labels or barcodes.
8. Place completed parcels in the tub behind the till marked POST

 

3.3 Insurance

All shipped parcels are automatically sent with insurance coverage.

Staff must ensure:

• Parcel values are entered accurately where required, round down if on the edge.
• Orders are packed securely and appropriately for transit.
• Fragile items receive additional protection where necessary.

 

4. Shipping & Online Order Issues

4.1 Stock Discrepancies

If an online order cannot be completed due to missing, damaged, oversold, or incorrect stock:

1. Check:
• Shop floor stock
• Put-away locations
• Warehouse locations
• Pending transfers
2. Notify a supervisor or manager if stock cannot be located.
3. Contact the customer if required to:
• Offer alternatives
• Offer partial fulfilment
• Arrange refund or cancellation
4. Any stock discrepancies should be investigated and adjusted correctly in Retailer or Shopify if required.

4.2 Shipping Restrictions

Some products may not be eligible for shipping due to:

• Dangerous goods restrictions
• Lithium batteries
• Flares
• EPIRBs
• Gas or compressed items
• Oversized freight
• Supplier restrictions
• Excessive freight cost

These items should generally contain the tag:
BULKYITEM

Products with this tag are normally unavailable for shipping through the website.

If an item appears online and is available for shipping but does not appear suitable for shipping:

1. Do not immediately fulfil the order.
2. Obtain an estimated shipping cost where possible.
3. Escalate the order to a supervisor or manager.

Management may decide to:

• Approve the shipment
• Contact the customer regarding additional freight charges
• Cancel and refund the order if shipping is not practical

Do not manually ship restricted or unsuitable items without approval.

4.3 Lost or Damaged Parcels

If a customer advises their parcel has not arrived or has arrived damaged:

1. Obtain the customer’s order number and details.
2. Confirm the shipping address with the customer.
3. Check the tracking information in Shopify.
4. Review Australia Post tracking information where available.
5. Request photos if damage is involved.
6. Escalate the issue to management if required.

Do not promise refunds, replacements, or compensation without approval.

Management may lodge an enquiry or insurance claim with Australia Post where appropriate.

4.5 Online Product Issues

If a customer reports an issue with an online order that is not related to freight damage or shipping delays:

1. Obtain:
• Order number
• Customer details
• Description of the issue
• Photos if required
2. Determine whether the issue may relate to:
• Warranty
• Manufacturing fault
• Incorrect item supplied
• Missing parts
• Product performance issue
3. Escalate the matter as per the normal warranty procedures where required.
4. Do not promise refunds, replacements, credits, or compensation without approval.

All customer interactions should remain professional, helpful, and solutions-focused.

 

4.6 Customer Shipping Enquiries

Customers may contact the store regarding:

• Shipping costs
• Tracking updates
• Delivery delays
• Freight quotes
• Click & Collect status

Where possible:

1. Open the order in Shopify.
2. Locate the fulfilment details.
3. Select the Australia Post MyPost Business Tracking link.
4. Review the detailed tracking information and estimated delivery date.

If the parcel is showing "On Time"

If Australia Post shows the parcel is still on time and the estimated delivery date has not passed:

• Advise the customer that the parcel remains within Australia Post's estimated delivery timeframe.

“Thank you for your email.

I've checked the Australia Post tracking information and your parcel is currently showing as On Time.

The current estimated delivery date is [insert date].

Tracking updates are generated when parcels are scanned throughout the Australia Post network, so it is not unusual for there to be periods without tracking updates.

As the parcel is still within the estimated delivery timeframe, we recommend allowing a little more time for delivery.

If you would like further information, you can lodge an enquiry directly with Australia Post using the link below:

https://helpandsupport.auspost.com.au/s/missing-or-lost-item”

• No further action is required by Karratha Adventure Sports at this stage.

If the parcel is overdue

If the estimated delivery date has passed:

1. Review the tracking information.
2. Escalate the enquiry to a supervisor or manager.
3. Management may lodge an enquiry with Australia Post if required, but that’s usually done from the customer end.

 

Large and Bulky

Large or bulky items may be sent via:

• Australia Post
• Bishops Transport

Freight quotes can be obtained through:

• Bishops Transport Portal  https://portal.bishopstransport.com.au/#/
• Australia Post MyPost Business https://auspost.com.au/business/shipping/mypost-business

If unsure which freight provider is suitable, escalate to a supervisor or manager before proceeding.

 

5. Online Gift Cards

5.1 Redeeming an Online Gift Card In-Store

Online gift cards can be redeemed in-store through Retailer using the KAS Online Gift Card process.

In Retailer

1. Start the sale as usual.
2. Add stock items and customer details where required.

In Shopify

1. Open the web browser.
2. Open Shopify using the saved bookmark.
3. Locate the gift card using the last 4 numbers/ letters of the code.
4. Open the gift card.
5. Note the remaining balance.
6. Select Disable.
7. Follow the prompts.

5.2 Full Redemption

If the online gift card is being used in full:

1. In Retailer, select Subtotal.
2. Enter the full gift card amount under KAS ONLINE GIFTCARD.
3. Enter the last 4 digits of the gift card.
4. Finalise any remaining payment methods if required.
5. Select OK.

5.3 Partial Redemption

If the online gift card is being partially redeemed:

1. Add a new physical gift card to the sale.
2. Enter the remaining balance to transfer.
3. Select Subtotal.
4. Scan the new gift card.
5. Enter the full amount of the original online gift card under KAS ONLINE GIFTCARD.
6. Select OK.

The remaining balance is now transferred to the new physical in-store gift card.

The original online gift card becomes inactive.

5.4 What if a gift card is already deactivated?

If a card is already deactivated it’s been used instore and we are unable to use the code or reissue the card.

If a customer complains we can use the “deactivated date & time” in the notes section to go into the Retailer sales page and pull up the transaction it was used on.

5.4 Gift Card Reissues

Online gift cards may be reissued with manager approval where:

• The customer has entered the wrong email address
• The customer cannot locate the original email
• The gift card has not yet been redeemed

Resending a Gift Card to the Same Email Address

1. Open Shopify.
2. Go to Products > Gift Cards.
3. Locate and open the gift card.
4. Select Resend in the top right-hand corner.
5. Confirm the email address is correct.
6. Send the gift card.

Reissuing a Gift Card to a Different Email Address

1. Obtain manager approval.
2. Open Shopify.
3. Go to Products > Gift Cards.
4. Locate the original gift card.
5. Confirm the gift card has not been redeemed.
6. Disable the original gift card.
• Note: Once disabled, a gift card cannot be reactivated.
7. Create a new gift card for the remaining balance.
8. Assign the gift card to the customer profile where possible.
9. Save the gift card.
10. Send the new gift card to the customer's requested email address.

Important

• Never issue a second active gift card for the same balance.
• Always disable the original gift card before creating a replacement.
• If there is any uncertainty regarding the balance, ownership, or legitimacy of the request, escalate to a manager before proceeding.

6. High Risk & Fraud Prevention

Some online orders may be flagged by Shopify as Medium Risk or High Risk.

These orders require additional review before being fulfilled

When reviewing a Medium Risk or High Risk order, staff should check:

• Does the billing address and shipping address make sense?
  Example:
• Same suburb/state in both addresses is usually lower risk
• Different countries or unusual redirects may be higher risk
• Is the customer name realistic and consistent across the order?
• Is the order unusually expensive, urgent, or unusual for the products purchased?
• Is the order mostly gift cards or easy-to-resell items?
• Has Shopify flagged said why its high risk?
• Does the customer email appear suspicious?
  Example:
• Random letters/numbers
• Newly created-looking email, odd email?
• Name mismatch
• Is the order from:
• A known repeat customer
• A recognised company, school, organisation, or government department
• A customer previously known to the business
• Does the shipping address appear legitimate?
  Example:
• PO boxes require additional caution
• Freight forwarders may increase risk

If something feels unusual, inconsistent, rushed, or suspicious, escalate the order before fulfilment.

Next steps:

Where appropriate, staff may contact the customer to:

• Confirm the order
• Confirm the shipping address
• Confirm the items ordered

If concerns remain or anything appears unusual, escalate the order before processing.

6.2 Customer Verification

Contacting the customer may assist in confirming order details, however verbal confirmation alone does not guarantee legitimacy.

Photo ID, screenshots, or photos of payment cards must not be relied upon as sole proof of legitimacy.

6.3 High Risk Orders

High Risk orders, unusually large orders, suspicious transactions, or gift card orders must be escalated to a supervisor, manager, or director before fulfilment.

Do not Fulfil a High Risk order without approval.

6.4 Gift Card Fraud

Gift card purchases require extra caution as they are commonly targeted in fraudulent transactions.

Do not convert, transfer, or redeem online gift cards where:

• The order appears suspicious
• Shopify has flagged the order for review
• Staff are uncomfortable with the legitimacy of the transaction

6.5 Cancelling or Escalating Orders

Where significant concerns remain after review, the order should be escalated to management.

Management may:

• Approve the order
• Request additional verification
• Cancel and refund the order
• Refuse fulfilment

Staff should always prioritise protecting the business from fraudulent transactions and chargebacks.

6.6 Refunds & Exchanges for Shipped Orders

Refunds or exchanges for shipped online orders are not automatically approved.

If a customer requests a return, refund, or exchange for a shipped item:

1. Obtain:
• Order number
• Customer details
• Reason for return
2. Escalate the matter to a supervisor or manager.
3. Do not promise refunds, replacements, exchanges, or return shipping coverage without approval.

Warranty claims and faulty products should be handled as per the normal warranty procedures.

Customers may still have rights under Australian Consumer Law where applicable.

We don’t offer change of mind refunds except for certain occasions, if approved it would be the customers responsibility to pay for return postage.

A customer can come in store to return an item free of charge as per our return policy, however postage exchange will be at the cost of the customer.