Order Cancellation Process- Check Basecamp for updates¶

If the order is delivered prior to the cancellation request, the order cannot be canceled and the customer must proceed with the regular sales return (SR - Personal Reason (Non-US)) process.

Verify the shipment status¶

1). Log in to SKULabs and navigate to the order management page.

2). Find the order that needs to be cancelled and check its shipment status, which is located at the top left corner of the order details page.

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3). Determine whether the order is eligible for cancellation. The order can only be cancelled if it is in 'not started', 'opened', or 'delayed' status.

If the order is in 'awaiting fulfillment' or 'shipped' status, it cannot be cancelled and we'll need to ask the customer to refuse the shipment.

If the customer refuse the shipment and the package is confirmed on its way to our service center (return to sender), proceed with Refund Process - Check Basecamp for updates.

If unsuccessful, instruct the customer to follow the SR - Personal Reason (US) - Check Basecamp for updates or SR - Personal Reason (Non-US)

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Not started / Opened / Delayed¶

1). If the order is eligible for cancellation, click on the 'Menu' option in SKULabs and select 'Cancel Order'. Confirm the action and wait for the order status to be changed to 'cancelled'.

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2). Once the order is cancelled in SKULabs, proceed with Refund Process - Check Basecamp for updates.

For refunding Amazon orders, please refer to Amazon Support SOPs.

Awaiting fulfillment¶

1). If the order is in 'Awaiting fulfillment', reply with Macro: Cancellation (Awaiting Fulfillment). Modify if needed

2). The macro will explain the situation and inform the customer how to issue a refund after receiving the package. [END]

3). If the customer still wants to request a refund, process with the SR - Personal Reason (US) - Check Basecamp for updates or SR - Personal Reason (Non-US)

Shipped¶

1). If the order is shipped (tracking number is available), reply with Macro: Cancellation (Shipped)
Modify if needed

2). The macro will explain the situation and inform the customer how to issue a refund after receiving the package. Don't forget to provide the customer with tracking number. [END]

3). If the customer still wants to request a refund, process with the SR - Personal Reason (US) - Check Basecamp for updates or SR - Personal Reason (Non-US)