Order / Item cancellation (customer request) SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Step 1 - Explain that we are unable to cancel orders

  • Step 2 - Offer the customer alternative options

1. Purpose

This SOP covers the process that needs to be followed when a customer wishes to cancel an order or items within their order

2. Procedure

Step 1 -  Explain that we are unable to cancel orders

2.1) Let the customer know that we are unable to cancel orders once they have been placed. If the customer insists that they want the order to be cancelled, provide them with the options in step 2.

Step 2 - Offer the customer alternative options

- Refuse the delivery upon arrival

- Accept the order and return the item in-store for an immediate refund

- Accept the order and contact support to log a collection. Once the items have returned to the warehouse and been booked into available stock, the refund will be triggered. 

- If the order was an in-store collection, the customer will have 8 days to collect the item before it will be cancelled and returned for a full refund.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.