Reminder:

The STS Ladder must be followed first before this process begins as part of BAU (Business as Usual) procedures.

Policy Overview:

When an order has already been processed—whether placed online or through a call—and the payment has been successfully charged to the customer’s account, the order can no longer be directly canceled. The appropriate resolution is to process a refund.

Applicable Scenarios:

1. Customer Requests to Cancel a Processed Order

• Once payment has been charged, the order must be refunded in order to cancel it.

2. Incorrect Order Placed by Customer

• If the customer placed the wrong order and wishes to reorder the correct item, the original order must be refunded.

• A new order should then be processed separately.

3. Customer Requests Order Modification

• If the customer wants to modify an existing processed order, the current order must first be refunded.

• A replacement order with the correct details must then be reprocessed.

Key Reminder:

Team Leaders do not have the ability to edit or remove an order once it has been processed. Refund and reorder is the only applicable resolution for processed orders requiring changes.