NOTE:
If a tracking number is already available and can no longer be pulled out, we will no longer intercept the package.
The customer will have to contact us again once they receive the package to request for a return label should they still wish to cancel.
We'll only process the refund once the parcel has been returned to us.
Note that once an order is shipped, we are already charged shipping fees and intercepting the package will just cost us an additional $17.6 per tracking number.
Customers are less likely to cancel if they were advised it was too late and they'd have to go to UPS to return the package.
For filter club, advise we can just change the next charge date if they still have extra filters on hand.
Identify the reason for cancellation of the order by reading the conversation thread and check if there was already a save attempt provided. If not stated, ask the customer the reason for cancellation.
If no save attempt is made, save the sale by addressing the reason for cancellation.
If it's a unit related issue like damage/defective, refer to Technical Troubleshooting how to handle the issue of the customer.
Offer a discount when necessary. ($20 for AMZ or 10% off for Shopify)
IMPORTANT:
Anything more than we are allowed to provide would require approval from the lead.
Extend hold in Extensiv for 30 days
Check order status in Skubana if ON HOLD then proceed with canceling the order.
Note:
For save attempts, extend hold for 30 days in Extensiv and add internal notes in Extensiv and Platform
(Amazon - seller notes, Shopify - Timeline) with your initials
Send an email to Gina to check if the order can still be canceled.
Set a follow up while waiting for Gina’s response.
Inform the customer that the order has been fulfilled and can no longer be cancelled.
Suggested Scripting
“I understand that you want to cancel this order. Let me go ahead and assist you. As per checking the order <enter order number>, it's already in process of being fulfilled. Our system works fast, so changes are hard to make once the order has been placed. At this stage, we can no longer make any changes. If you would still like to cancel this order, our other option is to download the UPSMyChoice app. Once the tracking number has been generated and you see movement on your order, you may make changes to your order and have it delivered back to us.”
Order can no longer be canceled in Extensiv
Advise the customer to create a UPS MyChoice account to request the package to be returned to the sender if the customer insists on canceling the order. Once it is returned to the sender, we can process the refund for the customer.
TALKING POINT:
We're sorry that you've decided to proceed with the cancellation. Please be advised that the order can no longer be canceled. In the slight chance that the unit still gets delivered, kindly refuse the delivery so the package will be returned to the sender (us) or you may create a UPS MyChoice Account to request for the package to be returned to the sender. We hope for the chance to provide you a much better customer experience in the future. Thank you and stay safe.
AMAZON ORDERS (This is only applicable if the order is not fulfilled by Amazon or 1P order)
In Amazon Seller Central, Select the SKU that needs to be canceled
Click Cancel button
Select the Reason for Cancellation
Inform the customer that we have successfully canceled the order.
Refund customer inside Amazon and update seller notes, don’t forget to add the date and your initials for reference
Click on Refund Purchased Label to all applicable labels inside Amazon
Attach proof of refund
Note: Add seller notes before proceeding with the cancellation.
SHOPIFY ORDERS
Note: See Shopify Cancellation Guidelines below before canceling the order
From your Shopify admin, go to Orders.
Click the order that you want to cancel.
Click More actions > Cancel order.
If payment was captured, the details about the refund are displayed.
If you don't want the refunded items to be restocked in your inventory, then uncheck Restock items.
Select the reason for cancellation from the drop-down menu.
If you don't want to Notify the customer of the cancellation, then uncheck the tick the box that says Send a notification to the customer.
Click Cancel order.
Send an invoice to the customer
Note: Only cancel the specific SKU that was refunded/canceled and not the entire order if there are other SKU on the same order
Note: Add notes in Timeline.
SHOPIFY ORDER CANCELLATION GUIDELINES
You might need to cancel an order if an order is fraudulent, a customer requests a cancellation, or an item was ordered and isn't available.
You can only cancel orders in the following situations:
You haven't collected a payment for the order.
You've collected a payment for the order, but no items have been fulfilled.
If you cancel an order that's fulfilled, then you need to cancel any fulfillments manually.
Canceling a fulfillment in Shopify doesn't stop a fulfillment that's in progress.
If you've collected payment for the order, then a full refund is issued when the order is canceled.
You can't issue a partial refund with an order cancellation.
After you cancel an order, the details about what items are restocked and refunded is stored in the order's Timeline.
When you cancel an order, the payment status changes to either Refunded or Voided.
If a payment hasn't been captured, then the payment status is Voided.
If the payment has been captured, then the payment status is Refunded.
If you partially refund an order with a captured payment, then the status is Partially refunded.
RECHARGE APP
For any changes, if the orders were created via Recharge App, should also be processed through this App.
Including but not limited to the following:
Change in Address
Change in Email Address
Change in mode of payment
Change SKU
Cancellation Requests
Refunds
Change in delivery date
See Recharge App for more details
IMPORTANT:
All cancellations must be done first in Extensiv then other Platform