Embedded Files
No Order Cancellations Policy
No Order Cancellations Policy
Orders cannot be canceled once placed.
Customers may only request a refund or return under the 90-Day Money Back Guarantee after the order has been delivered.
Retention offers only apply (and should only be offered) to delivered orders.
Order Status
Order Status
Unshipped – Orders that do not have a tracking number and can still be cancelled in Jetpack, including those that are not yet imported into Jetpack.
Shipped – Order has a tracking number and is currently in transit.
Delivered – Tracking indicates the order has been delivered.
Exceptions to the Policy
Exceptions to the Policy
While cancellations are generally not permitted, the following situations are exempt from the No-Cancellation Policy:
Orders with status On Hold in Jetpack due to invalid address may be canceled upon customer request.
Medical Condition (Doctor-advised non-use or allergen concerns)
BBB Complaint
Chargeback or Bank Dispute
Confirmed Fraud or Stolen Identity
Legal Threat or Formal Complaint
Shipping Restriction (Country/state limitations)
Lost / Missing / Damaged / Wrong Item Received
Threat of Negative Public Review
Unshipped Duplicate Order Cancellation—Guide Here: Duplicate Order
Agent Action for On-Hold Orders
Agent Action for On-Hold Orders
If an order is On Hold in Jetpack but the hold reason is not Address Corrections, the agent should remove the hold and allow the order to proceed.
If the hold reason is Address Corrections, the agent may proceed with cancellation if the customer explicitly requests it.
Cancellation Request Handling Workflow
Cancellation Request Handling Workflow
Responding to Initial Cancellation Requests
Responding to Initial Cancellation Requests
When a customer requests to cancel an order, agents must first determine if the request falls under any of the Exceptions to the No-Cancellation Policy. Based on that, follow the correct workflow:
Scenario 1: Cancellation Request Order No Exception
Scenario 1: Cancellation Request Order No Exception
Do not cancel or place the order on hold, even if it is unshipped.
This process applies to all orders, regardless of the number of bottles or packs purchased.
Always use the appropriate macro based on the order status.
Unshipped
Send the [Cancellation] First Reply Macro - Processed.
Shipped
Tracking number is already available.
Send the [Cancellation] First Reply Macro - Shipped.
Delivered
Send the [Return] First Reply Macro - Refund/Return Request (Product Delivered, Not Tried Yet).
Use this when tracking shows the order has been delivered, the customer has just received it, and the product has not been used.
Scenario 2: Cancellation Request with Exception
Scenario 2: Cancellation Request with Exception
If the customer’s case qualifies as an exception to the policy, follow the process below based on the order status.
Unshipped
Cancel the order in Jetpack.
Process the refund in SamCart or Shopify.
Send the [Cancellation] Cancellation & Refund Processed macro.
Shipped or Delivered
Provide delivery instructions based on the customer’s location.
For US Orders
Generate a return label in Shopify and send the [Return] Shipped / In Transit Order Return Instructions (US Order) macro.
For International Orders
Send the [Return] Shipped / In Transit Order Return Instructions (International Order) macro.
Handling Customer Responses After the First Macro
Handling Customer Responses After the First Macro
Once the First Reply Macro has been sent, customers may respond in different ways. The goal is to reinforce the Return-After-Trial Policy, while ensuring exceptions are correctly handled.
⚠️ Important: Do not issue a return label unless the customer’s case falls into one of the allowed exceptions.
Response Type 1: Customer Agrees to Try
Response Type 1: Customer Agrees to Try
Acknowledge their response with empathy and encouragement.
Offer support, tips, or resources to help them get started with the product.
Response Type 2: Customer Disagrees, Still Insists on Cancellation, Refund or Return No Exception
Response Type 2: Customer Disagrees, Still Insists on Cancellation, Refund or Return No Exception
If the customer continues to insist despite the policy, check the order status and use the appropriate macro based on the order status:
Unshipped / Shipped
Send the [Cancellation] Pushback Macro – Processing/Shipped.
Delivered
Send the [Return] Pushback Macro – Return/Refund Request (Product Delivered, Not Used).
Use this when tracking shows the order has been delivered, the customer has just received it, and the product has not been used.
Response Type 3: Customer Disagrees, Still Insists on Cancellation, Refund or Return With Exception
Response Type 3: Customer Disagrees, Still Insists on Cancellation, Refund or Return With Exception
If the customer’s response qualifies as an exception to the policy, follow the process below based on the order status.
Unshipped
Cancel the order in Jetpack.
Process the refund in SamCart.
Send the [Cancellation] Cancellation & Refund Processed macro.
Shipped or Delivered
Provide delivery instructions based on the customer’s location.
For US Orders
Generate a return label in Shopify and send the [Return] Shipped / In Transit Order Return Instructions (US Order) macro.
For International Orders
Send the [Return] Shipped / In Transit Order Return Instructions (International Order) macro.
Handling Customer Responses After the Pushback Macro
Handling Customer Responses After the Pushback Macro
After sending the CANCELLATION: Pushback Macro, customers may reply in different ways. Agents must carefully read the response, identify the type, and take the correct action.
Response Type 1: Customer Agrees to Try
Response Type 1: Customer Agrees to Try
Acknowledge their response with empathy and encouragement.
Offer support, tips, or resources to help them get started with the product.
Response Type 2: Customer Disagrees, Still Insists on Cancellation, Refund or Return No Exception
Response Type 2: Customer Disagrees, Still Insists on Cancellation, Refund or Return No Exception
If the customer continues to insist despite the policy, send a Freeverse Email encouraging them to try the product for at least 14 days.
Highlight the 90-Day Money Back Guarantee (MBG) Policy to reassure them.
Response Type 3: Customer Disagrees, Still Insists on Cancellation, Refund or Return With Exception
Response Type 3: Customer Disagrees, Still Insists on Cancellation, Refund or Return With Exception
If the customer’s response qualifies as an exception to the policy, follow the process below based on the order status.
Unshipped
Cancel the order in Jetpack.
Process the refund in SamCart.
Send the [Cancellation] Cancellation & Refund Processed macro.
Shipped or Delivered
Provide delivery instructions based on the customer’s location.
For US Orders
Generate a return label in Shopify and send the [Return] Shipped / In Transit Order Return Instructions (US Order) macro.
For International Orders
Send the [Return] Shipped / In Transit Order Return Instructions (International Order) macro.
Handling Customer Responses After Sending Freeverse
Handling Customer Responses After Sending Freeverse
After sending the Freeverse Email (encouraging the customer to try the product for at least 14 days and highlighting the MBG Policy), customers may still respond with further concerns. Agents must carefully review the response and take the appropriate next step.
Response Type 1: Customer Agrees to Try
Response Type 1: Customer Agrees to Try
Acknowledge their response with empathy and encouragement.
Offer support, tips, or resources to help them get started with the product.
Response Type 2: Customer Disagrees, Still Insists on Cancellation, Refund or Return Order Delivered No Exception
Response Type 2: Customer Disagrees, Still Insists on Cancellation, Refund or Return Order Delivered No Exception
Proceed with the Retention Process. Follow the guide here.
Response Type 3: Customer Disagrees, Still Insists on Cancellation, Refund or Return Order Not Delivered No Exception
Response Type 3: Customer Disagrees, Still Insists on Cancellation, Refund or Return Order Not Delivered No Exception
Do not proceed with Retention.
Continue reinforcing the No Order Cancellation Policy using pushbacks and empathy.
Remind the customer they will still be covered under the 90-Day MBG once the order is delivered.
Follow these instructions until the order shows as Delivered. Always respond to customers this way until delivery is confirmed.
Response Type 4: Customer Disagrees, Still Insists on Cancellation, Refund or Return With Exception
Response Type 4: Customer Disagrees, Still Insists on Cancellation, Refund or Return With Exception
If the customer’s response qualifies as an exception to the policy, follow the process below based on the order status.
Unshipped
Cancel the order in Jetpack.
Process the refund in SamCart.
Send the [Cancellation] Cancellation & Refund Processed macro.
Shipped or Delivered
Provide delivery instructions based on the customer’s location.
For US Orders
Generate a return label in Shopify and send the [Return] Shipped / In Transit Order Return Instructions (US Order) macro.
For International Orders
Send the [Return] Shipped / In Transit Order Return Instructions (International Order) macro.
Cancellation Request Flowchart
Cancellation Request Flowchart
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