How to Handle Duplicate Orders from the Same User

🎯 Purpose:

To manage cases where the same customer has placed multiple orders for the same device by mistake or confusion — and avoid duplicate pickups or payout errors.

🪜 Step-by-Step Process

🔍 Step 1: Identify Duplicate Orders

Check for:

Same customer name
Same mobile number
Same device model
Orders placed within minutes/hours of each other

🔁 This usually shows up in the “All Leads” or “All Orders” section.

☎️ Step 2: Call the Customer to Confirm

Say:

“Hi, we noticed multiple orders under your name for the same device. Did you place them by mistake, or do you want to sell multiple devices?”

Based on the customer’s response:

If only one device → Proceed to merge/cancel duplicates
If multiple devices → Guide customer to place separate orders per device

🧹 Step 3: Cancel the Duplicate Order(s)

Go to Admin Panel → Orders → Select Duplicate Order
Use “Cancel” option (choose reason: Duplicate Order by Customer)
Confirm internally that only one valid order is left

📢 Step 4: Notify the Assigned Vendor (if already assigned)

If both orders were assigned:

Cancel one and inform the vendor not to attempt both pickups.
Say:

“Please ignore the second order for [Customer Name] – marked as duplicate.”

📝 Step 5: Log in CRM or Ticket (Optional)

If it came in through a ticket:

Add note:

“Duplicate order detected and cancelled after confirming with customer.”

✅ Best Practices

✅ Do	❌ Don’t
Always confirm with the user	Don’t cancel without talking
Cancel one to avoid payout issues	Don’t leave both open
Notify vendor if needed	Don’t assume customer meant to sell 2 devices