Partial Cancelation

Checklist:

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🔲 1. Check the Fulfilment Status. If on Default/Pending status, put the order on Operator Hold if you are still sending a clarification email. Proceed to the next step once you get the customer's response.

Tool used: Shiphero

🔲 2. Know the reason for cancellation and /or specific item/s to be canceled. If unclear, respond to the customer for clarification.

Tagging should be: Cancellation Inquiry + XXResolved - With Reply

Tool used: Gorgias

🔲 3. Cancel item/s using cancel item button. Double check in the History Section. Check for Holds. Check off Operator Holds, if you place the order on hold.

🔲 4. Refund the the item/s using the Refund Item button. Click Yes to confirm. Double check in the History Section.

Tool used: Sticky

🔲 5. Leave a Sticky Note Using the Template:

(Channel)

(Concern)

(Concern Details)

(Handling & Resolution)

🔲 6. Respond with Macro (Splash) C2 - Cancel Part of Order Before Shipped.

Modify product name and description, if needed. Then, hit SEND

🔲 7. Remove unnecessary Taggings. Tagging should be 1 Concern + 1 XXResolution

Possible Concern Tag: Cancellation - All Extra Items (Don't Want Them)

Cancellation - Free Gift (Shipping Fee Too Expensive)

Cancellation - Expedited Shipping (Don't Want It)

Cancellation - Sample Pack (Don't Want It)

Cancellation - Splash Tablet (Don't Want It)

Resolution Tag: XXIssued Partial Refund Cancelled items (Unshipped)

🔲 8. Track the Ticket URL, Concern, and Resolution.

Tool used: Tagging Sheet

🔲 9. Close the Ticket