Unshipped order

Cancel the entire order and issue a full refund

Use this workflow when the customer wants the whole unshipped order cancelled. Confirm the order is still Default/Pending, place it on Operator Hold when clarification is needed, then cancel, refund, tag, track, and close.

Before cancelling

If the reason is unclear, ask for clarification first. If the order needs to wait for the customer response, place it on Operator Hold and remove the hold once the cancellation or next action is complete.

  1. 01

    Check fulfillment status

    Tool used: Shiphero

  2. 02

    Confirm the cancellation reason

    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. 03

    Cancel the full order

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

  4. 04

    Refund the entire order

    Tool used: Sticky

  5. 05

    Add the Sticky note

    (Channel)

    (Concern)

    (Concern Details)

    (Handling & Resolution)

  6. 06

    Send the full cancellation macro

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

  7. 07

    Clean up tags

    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. 08

    Log the ticket

    Tool used: Tagging Sheet

  9. 09

    Close the ticket