Description:  Customer would like to cancel the order, despite it being authorized successfully, for unspecified reasons.

Tools Needed: AMS 

Steps: 

1. Verify the customer's name and email address (if the customer does not have an email address).

2. Acknowledge the customer's cancellation request and confirm the reason behind it. If the reason could negatively impact the business, create a separate documentation under VOC feedback.

3. Apologize if the reason for the lost sale is negative and provide assurance that you will cancel the order immediately.

4. Open the Order History tab, search for the order using any order details, click "Cancel Order," and ensure you select the correct reason.

5. Deliver the resolution. Inform the customer about the turnaround time for the refund to appear in their account and educate them about the self-help options available via the online/ShopLC website.

6. Ask if they need further assistance before delivering a personalized closing spiel.

Suggested Note Template:

Reason of Call: cancellation request under auth success (reason of the cancellation)(order number) 

Action Taken: cancel the order on AMS. Authorization success- informed cx that pending transaction shall fall off back to his/her cc#    up to 72 business hours or depending to her/his bank process . 

Suggested Scripts:

Email Address Confirmation (if the customer doesn't have any email address)

"To send order confirmations and updates, do you have an email address, please?"

Deliver the Resolution.

"I have successfully canceled the order. Since the deposit has not been processed yet, the pending transaction of $___ should fall off back to your card ending in_ within 72 business hours, depending on your bank's process."

Self-Help Example Script from QA

"I was delighted to assist you with your cancellation request. Additionally, I want to inform you about our new online feature that allows you to easily cancel your orders online. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover your name, go to Orders, select Order History, filter by the date of purchase, and follow the prompts. If you need any assistance with this process, feel free to let us know!"

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Description:  When you see an unsuccessful order under a failed authorization status that has not yet been canceled

Tools Needed: AMS 

Steps: 

1. Verify the customer's name and email address (if the customer doesn't have an email address).

2. Open the Order History tab, search for the order using any order details. Confirm with the customer if they are still willing to reauthorize the transaction. If not, click "Cancel Order" and select the correct reason. For sales line, kindly request any SOD to cancel the order immediately.

3. Deliver the resolution. Inform the customer that the pending amount will still appear on their statement but will be under a failed status.

4. Ask if they need further assistance before delivering a personalized closing spiel.

Suggested Note Template:

Customer Service Call

Reason of Call: authorization failed-payment declined (order number) 

Action Taken: Advised the customer to call their issuing bank and provided the item number. Informed the customer to call us back once everything is set with the bank to process the order again. Cancelled the order     successfully. (Free Flow)

Sales Call 

Reason of Call: sales/authorization failed-payment declined (order number)

Action Taken: Advised the customer to call his/her issuing bank and provided the item number. Informed the customer to call us back once everything is resolved with the bank to process the order again. Requested assistance from SOD (name) to cancel the order    .

Suggested Scripts:

Email Address Confirmation (if the customer doesn't have any email address)

"To send order confirmations and updates, do you have an email address, please?"

Deliver the Resolution.

"I have successfully canceled the order. You might still see pending amount in your credit card ending in   , but rest assured that it should show as a failed transaction"

Self-Help Example Script from QA

"Please contact your bank to check on the payment error. Once everything is resolved, you may call us back at 877-899-0078 with the item number to place the order again. Here's the item number for when you are ready."

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Description:  The customer would like to cancel their order, which is currently under the "payment taken" status, for any reason.

Tools Needed: AMS I Salesforce

Steps: 

1. Verify the customer's name and email address (if the customer doesn't have an email address).

2. Acknowledge the customer's cancellation request and confirm the reason behind it. If the reason negatively impacts the business, create a separate documentation under VOC feedback.

3. Apologize if the reason for the lost sale is negative, and assure the customer that you will cancel the order immediately.

4. Open the Order History tab, search for the order using any order details, click "Cancel Order," and ensure you select the correct reason. Ask the customer if she/he wanted the refund back to MOP or via Store credit.

5. Provide the resolution by educating the customer about the turnaround time (TAT) for the refund to their account/ for the Store credit to be reflected in her/his profile. Inform them about the self-help options available on the ShopLC website.

6. Ask if the customer needs any further assistance before delivering a personalized closing statement.

Suggested Note Template:

Reason of Call: cancellation request under Payment taken status  (reason of the cancellation)(order number)

Action Taken: cancel the order-  on AMS. Payment taken- informed cx about the refund TAT.. refund of $    back to cx cc#    /under Store credit refund. 

Suggested Scripts:

Email Address Confirmation (if the customer doesn't have any email address)

"To send order confirmation and updates, may I please confirm if you have an email address?"

Deliver the Resolution.

"I have successfully canceled the order. The refund of $XX.XX will be processed back to your credit card ending in XXXX. Please allow up to 5 business days for the amount to reflect in your statement, depending on your bank's processing time."

"I have successfully canceled the order. The refund of $XX.XX will be processed under ShopLC credit that should be available in your profile immediately."

Self-Help Example Script from QA

"I'm glad I could assist you with your cancellation request. Additionally, I'd like to introduce you to our new online feature. This allows you to easily cancel your orders through our website. The process is straightforward, with step-by-step instructions. Simply hover over your name, go to Orders, select Order History, filter it by the purchase date, and follow the prompts. If you need any help with this process, please don't hesitate to reach out!"

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Description:  The customer would like to cancel their order, which is currently under the "Invoice" status, for any reason.

Tools Needed: AMS I Salesforce

Steps: 

1. Verify the customer's name and email address (if the customer doesn't have an email address).

2. Acknowledge the customer's request for cancellation and confirm the reason behind it. If the reason may negatively impact the business, ensure to document it separately under VOC feedback.

3. Apologize if the reason for the cancellation is disappointing and explain the cancellation process for invoice orders, setting clear expectations.

4. Deliver the resolution: Inform the customer that you will create a case to request cancellation. However, clarify that cancellation is not guaranteed if the order is already in the shipping process. Set expectations that if the order is successfully canceled, a full refund will be processed back to the Method of Payment (MOP) within [refund TAT]. If cancellation is unsuccessful, advise the customer to return the item upon receipt, and the refund will be processed once the item is returned to the warehouse.

5. Ask if there's anything else you can assist with before delivering a personalized closing statement.

Suggested Note Template:

Reason of Call: cancellation request for invoice order (reason of the cancellation)(order number) 

Action Taken: order was invoiced-send cancellation request via salesforce. Set proper expectation about the 50/50 chance of the successful cancellation. Once cancelled the refund of $ will be back to cc#  up 5 bus days or depending to the bank process. But if not we will offer return for a refund.

case# __________

No Sales Force Access

Reason of Call: cancellation request for invoice order (reason of the cancellation)(order number)

Action Taken: Order was invoiced-set proper expectation about the 50/50 chance of the successful cancellation. Once cancelled the refund of $ will be back to cc#  up 5 bus days or depending to the bank process. But if not we will offer return for a refund. Send SF request to SF case creation MS Teams GC for further assistance. 

Suggested Scripts:

Email Address Confirmation (if the customer doesn't have any email address)

"To ensure you receive order confirmation and updates, could you please provide your email address?"

Deliver the Resolution.

"I have successfully created the ticket for the cancellation request. To set proper expectations, if the order is successfully canceled, a refund of $XX.XX will be processed back to your credit card ending in XXXX. Please allow up to 5 business days for the amount to reflect in your statement, depending on your bank's processing time. However, if the order cannot be canceled, you can still receive a refund once we receive the item back (via return for a refund)."

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Description:  The customer would like to cancel their order, which is currently under the "Manifested" status, for any reason.

Tools Needed: AMS I Salesforce

Steps: 

1. Verification (Customer's Name) / email address (if customer doesn't have any email address)

2. Acknowledge the customer's request for cancellation and confirm the reason behind the request. If the reason has negative impact on the business don't forget to create separate documentation under VOC feedback. 

3. Apologize if the reason for the lost sale is negative and educate the customer about the cancellation process for partially manifested order by setting proper expectations.

4. Deliver the resolution. Let the customer know that you will be creating a case to request the cancellation however, please let the customer know that the cancellation is still not guaranteed because to order is already in the process of being shipped. Set proper expectations that once the order is canceled customer will receive a full refund back to MOP (provide refund TAT) but once the order is not canceled successfully advise the customer to return the item once received and we will proceed with the refund once we receive the item back to the warehouse.

5. Ask for further assistance before delivering a personalized closing spiel. 

Suggested Note Template:

Reason of Call: cancellation request for partially manifested order (reason of the cancellation)(order number/item)

Action Taken: order was partially manifested-send cancellation request via salesforce. set proper expectations about the 50/50 chance of a successful cancellation. Once canceled the refund of $ will be back to cc#  up to 5 business days or depending to the bank's processing time. If not, we will offer a return for a refund instead.

case# _____

No Sales Force Access

Reason of Call: cancellation request for partially manifested order (reason of the cancellation)(order number/item)

Action Taken: Order was partially manifested-set proper expectations about the 50/50 chance of the successful cancellation. Once canceled the refund of $ will be back to cc#  up 5 business days or depending to the bank process. If not, we will offer a return for a refund instead. Send SF request to SF case creation via MS Teams GC for further assistance. 

Suggested Scripts:

Email Address Confirmation (if the customer doesn't have any email address)

"To ensure you receive order confirmation and updates, could you please provide your email address?"

Deliver the Resolution.

"I have successfully created the ticket for the cancellation request. To set proper expectations, if the order is successfully canceled, a refund of $XX.XX will be processed back to your credit card ending in XXXX. Please allow up to 5 business days for the amount to reflect in your statement, depending on your bank's processing time. However, if the order cannot be canceled, you can still receive a refund once we receive the item back (via return for a refund)."

Explore Suggested Scripts Here