PROCESS: Order cancellation

Order Cancellation Process as of 7/26/2021

If a customer asks to have their order cancelled – briefly explain the situation/questions/instructions in an internal note in the ticket for Ed, then assign the ticket to Ed.  **Do not Slack**

IF the order can be salvaged

Ed will determine if the order could be salvaged. He will then assign the ticket to Larry, who will then work with the CSR to strategized how to address the situation. 

THEN...

Ed will do the cancellation processes in MOM, with Amazon/Walmart, and will assess or rectify any other cancellations that need to be done with vendors or the warehouse.

Ed will then respond to the customer, using a pre-determined macro, to inform the customer the order has been cancelled.

OR

If there are outstanding questions, Ed will reassign the ticket the CSR who will then determine what action needs to be taken.

For Order Conversion:

NOTE: Orders that need to be converted should be ON HOLD in MOM Part of the order conversion when a customer is bringing their order from the Amazon or Walmart system to LWS directly due to an extended lead time that would cause their original order to be cancelled is to ask the customer to cancel their order in Amazon/Walmart.

Once the reasons for converting have been explained to the customer AND the customer has agreed to move their order to us, for Amazon orders, they will need to locate their order in their Amazon account and initiate a request to cancel their order. No request message is required for an order placed through Walmart.com.  

The customer asking to cancel the order generates an email to us in ZenDesk. 

Once the email is received from the customer asking to cancel the order– assign that ticket to Ed who will then cancel the order in Amazon/Walmart. Once cancelled Ed will enter an internal note in the ticket and assign it back to the CSR to determine if it needs to stay open or be closed.