Order / Item cancellation (TFG Cancelled) SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Context

  • Step 1 - Confirm whether the item/s were in fact cancelled

1. Purpose

This SOP covers the process that needs to be followed when a customer queries an order that has been cancelled before being shipped (TFG Cancelled). 

2. Procedure

Context

While we are unable to cancel orders within CS, it is still possible for cancellations to be triggered for the following reasons:

• TFG account customer is under debt review

• System errors (oversell, undersell, incorrect price, qty or product information)

Customers will receive a confirmation email once the item/s have been cancelled. The email will confirm which order number item/s have been cancelled from and refund timelines.

Step 1 -  Confirm whether the item/s were in fact cancelled

1.1) Conduct a search using the relevant order number on BashAdmin - Order Search. 

Check the item status; it should state “TFG cancelled” 

1.2) Confirm with the customer that the item/s were cancelled and a refund will/has been issued.

a 1.3) Apologise for the experience, issue a voucher as a way of apology, and advise on refund timeframes - view the Returns and refunds processing SLA SOP if you need to confirm refund timeframes

1.4) If refund troubleshooting is needed, eg out of refund SLA and the customer states no refund received, then proceed to the Refund Troubleshooting SOP.

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.