Partial 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 reason for cancellation and /or specific item/s to be canceled. If unclear, respond to the customer for clarification.
Tagging should be: Cancellation Inquiry + XXResolved - With Reply
Tool used: Gorgias
🔲 3. Cancel item/s using cancel item button. Double check in the History Section. Check for Holds. Check off Operator Holds, if you place the order on hold.
🔲 4. Refund the the item/s using the Refund Item button. Click Yes to confirm. Double check in the History Section.
Tool used: Sticky
🔲 5. Leave a Sticky Note Using the Template:
(Channel)
(Concern)
(Concern Details)
(Handling & Resolution)
🔲 6. Respond with Macro (Splash) C2 - Cancel Part of Order Before Shipped.
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 - All Extra Items (Don't Want Them)
Cancellation - Free Gift (Shipping Fee Too Expensive)
Cancellation - Expedited Shipping (Don't Want It)
Cancellation - Sample Pack (Don't Want It)
Cancellation - Splash Tablet (Don't Want It)
Resolution Tag: XXIssued Partial Refund Cancelled items (Unshipped)
🔲 8. Track the Ticket URL, Concern, and Resolution.
Tool used: Tagging Sheet
🔲 9. Close the Ticket