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Get the order number from the customer.
check the status of the order and follow the procedures below.
[UPDATE] New Process
[UPDATE] New Process
Effective date: November 10 , 2023
Open
Go to AS400 and cancel the order.
Follow the steps on Order Cancellation here.
Take a screenshot of that cancellation and put it in the internal notes of the ZD ticket.
Next is follow the process below in Cancelling an Order in Shopify.
Pick
Orders on "Pick" status should only be canceled if the customer insists or there is no one to receive the order.
Make sure the order is still within the 3-hour timeframe.
Send a cancellation request on this link.
After it is confirmed that the order has been canceled ask Janea to remove the order from the batch.
Once the order has been removed from the batch you can now cancel it on AS400. Follow the steps on Order Cancellation here.
After cancelling the order in AS400 cancel the order in Shopify. Step can be found below.
Shipped
Order(s) that are on "Shipped" status can only be returned and not canceled.
Reach out to Janea to contact FedEx and initiate a "Return to sender" process.
Explain to the customer the return policy.
Try to convince the customer to receive the product and check if they would like it and keep it.
Cancelling an Order in Shopify
Cancelling an Order in Shopify
**IMPORTANT** the order must be cancelled in the AS400 first
Locate the order in Shopify
click on the "More actions" button and click the "Cancel Order" button.
A pop-up window will come up and then you can click on the red [Cancel order] button.
Once the [Cancel order] button is clicked, the consumer will get the refund instantly, and the order will show as cancelled in Shopify, as shown in the second image.
Cancel Order - Not Shipped - Pick
Cancel Order - Not Shipped - Pick
Macro: Cancel Order - Not Shipped
Hi, Customer First Name,
Thank you for letting us know about this.
We have checked your order number**insert order number here** and we can see that the order is already being processed. However, we have reached out to our Logistics Team on your behalf to cancel this and will do our best to do so.
Once we have received a response from them, we will reach out to you and provide an update.
**If the cancellation is confirmed*
We have successfully canceled your order and the refund amount will be credited back to your account within **insert time here**. We appreciate your patience!
Please let me know if you have any questions!
Safe Travels,
(Agent Name)
Customer Experience Representative
(Auto Tag: Cancel Order - Not Shipped)
Cancel Order - Shipped
Cancel Order - Shipped
Macro: Cancel Order - Shipped
Hello ( customer name)
Thank you for contacting Briggs & Riley.
It appears that your order has been shipped and unfortunately we cannot cancel it. However, our return policy does allow you to return unused merchandise with the original hangtags attached, for a prompt refund within 30 days of your order date and the return shipping is free.
To start initiating your return, you can click here.
Your credit card will be credited for the price of the bag and any taxes when we have received and processed your returned item
Please allow 7-10 business days for this return to be processed on your card once the item has been received. Also, note that different billing companies will have varied return times so please allow two billing cycles to pass for this to reflect in your account.
**If the customer did not provide the reason for cancellation**
Out of curiosity, can you kindly share what made you change your mind about your order? I'd love to share this with our Product Team!
Please let me know if you have any questions and I look forward to your reply.
Best Regards,
(Agent Name)
Customer Service Representative
Old Process
Old Process
Pick
Orders on "Pick" status should only be canceled if the customer insists or there is no one to receive the order.
Make sure the order is still within the 3-hour timeframe.
Create a side conversation on the Zendesk ticket and address it to these people: jose.rodriguez@stgusa.com; ana.padilla@stgusa.com; sheadapohl@usluggage.com; and acardoza@usluggage.com.
Include qcclerk@usluggage.com if the order includes monogramming.
Send a request with the AS400 order # to cancel and indicate “We accept charges”.
After it is confirmed that the order has been canceled, remove the order from the batch to cancel it from the system.
Reach out to the finance team to process a refund.
Follow the steps for processing a refund here.
Shipped
Order(s) that are on "Shipped" status can only be returned and not canceled.
Reach out to Janea to contact FedEx and initiate a "Return to sender" process.
Explain to the customer the return policy.
Try to convince the customer to receive the product and check if they would like it and keep it.
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