Depending on where the order is in the fulfillment process, a multitude of steps need to take place when a customer cancels an order, especially if the warehouse is in the process of filling the order.  For simplicity, here are the high level steps for two cases:

 

Customer Cancels Prior to Ship 

 

  1. Notify scheduling and management to stop shipment with the warehouse.
  2. They might need to void shipping labels in ship station and coordinate with the warehouse.  
  3. Create a fresh desk case.
  4. Put an internal note in order desk.
  5. Cancel the order in ship station and ecwid.  (See the last section of https://kneewalkercentral.freshdesk.com/a/solutions/articles/43000587389 for how to cancel an order in ship station.)
  6. Move the order to the “Refund Pending” folder.
  7. Notify Billing to refund the order.
  8. Billing will issue refund and post in order desk and fresh desk.
  9. Billing will send an order desk email to the customer from order desk informing of a refund.
  10. Billing will move the order to “Canceled” folder.

 

Customer Cancels after Ship 

 

  1. Let customer know to put a note on door to refuse shipment if appropriate or let the customer know of the return period policy and proration.
  2. If product is in transit, contact JEff to see if there is anything that we can do to turn the shipment around.
  3. Create a fresh desk case.
  4. Put an internal note in order desk.
  5. Cancel the order in ecwid
  6. Move the order to the “Refund Pending” folder.
  7. Notify Billing to refund the order after the unit is returned.
  8. Billing will issue refund and post in both order desk and fresh desk
  9. Billing will send an order desk email to the customer from order desk informing of a refund.
  10. Billing will move the order to “Canceled” folder.