Entire Order Cancelation

Entire Order Cancelation

for Unshipped Orders

Checklist:

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🔲 1. Check the Fulfilment Status. If on Default/Pending status, put the order on Operator Hold if you are still sending a clarification email. Proceed to the next step once you get the customer's response.

Tool used: Shiphero

🔲 2. Know the specific reason for cancellation. If unclear, respond to the customer for clarification.

Send Macro (Splash) C3 - Why Cancel Order.

Tagging should be: Cancellation Inquiry + XXResolved - With Reply

For cancellations due to missing information or unintended additions, suggest modifications to get the order back on track.

Tool used: Gorgias

🔲 3. If the customer refuses modification or they want to cancel order due to change of mind, cancel the order using Cancel Order button. Double check in the History Section. Check for Holds.

Check off Operator Hold, if you have placed the order on hold.

🔲 4. Refund the entire order using the Refund button. Double check in the History Section. Click Yes to proceed.

Tool used: Sticky

🔲 5. Leave a Sticky Note Using the Template:

(Channel)

(Concern)

(Concern Details)

(Handling & Resolution)

🔲 6. Respond with (Splash) C1 - Cancel Full Order No Questions

Modify product name and description, if needed. Then, hit SEND

🔲 7. Remove unnecessary Taggings. Tagging should be 1 Concern + 1 XXResolution

Possible Concern Tag: Cancellation - Entire Order (Duplicate Order)

Cancellation - Entire Order (Due To Extra Items added)

Cancellation - Entire Order (Delayed Shipping)

Cancellation - Entire Order (Did not order)

Cancellation - Entire Order (Wrong Details)

Cancellation - Entire Order (Change of Mind)

Resolution Tag: XXIssued Full Refund + Shipping Costs: Cancelled Order (Unshipped)

🔲 8. Track the Ticket URL, Concern, and Resolution.

Tool used: Tagging Sheet

🔲 9. Close the Ticket