---
title: Swapped Package Procedure
description: Swapped Package Procedure
---

[Skip to content](https://ithelpdesk.richardsoncap.com/kb/swapped-package-procedure#main-content)

English

Show submenu for translations

[Customer portal](https://ithelpdesk.richardsoncap.com/tickets-view?hsLang=en)

![RichardsonLogo-3.png\]](https://ithelpdesk.richardsoncap.com/hs-fs/hubfs/RichardsonLogo-3.png?height=39&name=RichardsonLogo-3.png)

Open main navigation

Close main navigation

- English
  
  Show submenu for translations
- [Customer portal](https://ithelpdesk.richardsoncap.com/tickets-view)
- Go to richardsonsports.com

 Go to richardsonsports.com

 Hello. How can we help you?

- There are no suggestions because the search field is empty.

1. [Richardson Knowledge Base](https://ithelpdesk.richardsoncap.com/kb?hsLang=en)
2. [CS - General](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en)
3. [Miscellaneous](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#miscellaneous)

# Swapped Package Procedure

## This article will outline how blank and decorated swaps should be handled by both Sales Support and Decoration

| ### Blank Orders |
| --- |

- Did you receive any of your order along with the incorrect product? Don’t assume.
- If no, assure them we will send the correct caps right away, then let them know that you have a few questions to ask.
- *“Thank you for letting us know. We will get a replacement order taken care of for you right away. In just a minute, I will have a few quick questions for you.”*
- Place the **replacement** order for the customer who called in as soon as possible 
    - Do we have their items in stock?
    - If yes, put a replacement order with them on the phone, confirm the information, and ship AT COST / FREE FREIGHT, **if over** **6 hats. If less than 6, no need to return.**
    - We will credit the original order once we get the swapped hats returned to our warehouse
    - Did the shipment have a **Packing List** included in the box? 
          - Was it for their order or another company?
          - Does the packing list match all the hats included in the box?
          - If it is for another order, confirm the sales order number and purchase order number
          - Confirm email address, and that they will accept email label - in the moment it doesn’t matter if customer is sending caps to us or swapped customer, just get the info – Remember: we are asking a favor, we made a mistake, we are fixing it, be appreciative of their time and effort.If no packing list - What did they receive instead? 
                  - **Style Number**
                  - **Quantity** – Ask them to verify the number of hats in the box, not just the number written on the outside
                  - **Size** – Ask them to verify the internal label for the cap, the stickers on the visor or box are not always correct

 You can do the research to find who it was swapped with **after** the customer is off the phone – don’t keep them on longer

Remarks on replacement order: Swapped Package – rcvd other order number xxx instead

Comment line of RMA: Swapped Package – rcvd other order number xxx instead, (specify how many if not all. Ex: (65) of sku ) Email label to return to Richardson/correct customer (whichever is applicable) - Replacement order xxx

| ### Decorated Orders |
| --- |

- Assure them we will do what we can. (Internal info: a replacement is not the best first option. The best first option is to swap back. Remember that the replacement is subject to the decoration lead time again)
- Ask for a pic of what they received (helps us locate theirs potentially)
- Did the shipment have a **Packing List** included in the box? 
    - Was it for their order or another company?
    - Does the packing list match all the hats included in the box?
    - If it is for another order, confirm the sales order number and purchase order number
- Get the email and phone number of the customer who is calling in the issue
- Let them know we will reach out via email as soon as possible followed by a UPS shipping label to get the incorrect hats taken care of
- Once completed, please get this information to Andrea or the CSR working on Swapped Packages as front CS **does not** put on a replacement for dec orders

You can do the research to find who it was swapped with **after** the customer is off the phone – don’t keep them on longer

Comment line of RMA: Swapped Package – rcvd other order number xxx instead, Email label to correct customer.

### Summary:

**Blank orders** – preferably check stock and send replacement order to each customer. Customer ships wrong caps back to us. If stock is out for one customer, have that customer send the order to the waiting customer.

**Decorated Orders** – preferably do a direct swap from customer to customer to avoid producing decoration again and subjecting to dec lead time

**Goal**: asking as few questions as possible and making the customer feel like a priority. Show customer you are prioritizing them by taking care of them first and then asking about the incorrect package.

 

- [CS - General](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#main-content)

    - [SAP](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#sap)
    - [Report Server](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#report-server)
    - [RichardsonSports.com](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#richardsonsports-com)
    - [Discounts and Promotions](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#discounts-and-promotions)
    - [New Hire Set Up](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#new-hire-set-up)
    - [Paylocity](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#paylocity)
    - [Miscellaneous](https://ithelpdesk.richardsoncap.com/kb/cs-general?hsLang=en#miscellaneous)
- [CS - HubSpot](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#main-content)

    - [General](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#general)
    - [Views](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#views)
    - [Properties](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#properties)
    - [Companies](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#companies)
    - [Contacts](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#contacts)
    - [Inboxes](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#inboxes)
    - [Reporting Dashboards](https://ithelpdesk.richardsoncap.com/kb/cs-hubspot?hsLang=en#reporting-dashboards)
- [CS - Decoration](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#main-content)

    - [General Guidelines & Processes](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#general-guidelines-processes)
    - [EWO](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#ewo)
    - [Art Approval & Design Proofs](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#art-approval-design-proofs)
    - [Embroidery](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#embroidery)
    - [Off-Menu Decoration](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#off-menu-decoration)
    - [Special Accounts](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#special-accounts)
    - [Miscellaneous](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#miscellaneous)
    - [Inventory and Lead Times](https://ithelpdesk.richardsoncap.com/kb/cs-decoration?hsLang=en#inventory-and-lead-times)
- [IT](https://ithelpdesk.richardsoncap.com/kb/it?hsLang=en#main-content)

    - [Magento](https://ithelpdesk.richardsoncap.com/kb/it?hsLang=en#magento)
    - [iDrive Data Migration](https://ithelpdesk.richardsoncap.com/kb/it?hsLang=en#idrive-data-migration)
    - [Automation](https://ithelpdesk.richardsoncap.com/kb/it?hsLang=en#automation)
    - [SAP](https://ithelpdesk.richardsoncap.com/kb/it?hsLang=en#sap)

# Richardson

richardsonsports.com Help Center

Copyright © 2026, Richardson