Duplicate Order - Cancellation Request

When a customer places multiple orders within the same hour or on the same day and requests to cancel one, we can honor the cancellation request for any order specified by the customer, regardless of SKU, but only for unshipped orders. The key criterion is that the orders were placed within the same hour or day, making them eligible for cancellation.

Confirm that the orders in question were placed within the same hour or on the same day.

• Ensure the order has not yet been shipped.

• If the order is already shipped, follow the standard process for No Cancellation Policy and Return Retention.

• Determine exactly which order the customer wants to cancel.

  1. If it is already clear from the customer’s initial contact which duplicate order or part of a duplicate order they wish to cancel:

     • Cancellation can proceed immediately without putting the order on hold or double checking with the customer.

  2. If the customer requests cancellation of a duplicate order but does not specify which one:

     • The order should be put on HOLD.

     • Follow the guidelines on putting an order On HOLD here: Putting Orders on Hold

• Cancel the order requested by the customer, even if the SKUs differ between orders.

• If the order has already been imported into the Jetpack system, cancel it in Jetpack first.

• Process the refund in SamCart to complete the cancellation and ensure the customer is refunded for the item/order that they want to cancel.

• Inform the customer once the cancellation and refund is processed.

• Send the macro Cancellation::Cancellation & Refund Processed.