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How can I cancel a customer order?

Process and restrictions for cancelling an order after it’s placed.

Please Note: A cancellation of an order must meet the following criteria in order for it to be considered valid.

  • It must be within the 30 minute period following the time when the order was placed on the storefront website.

  • It is critical to cancel the entire order. The system cannot support partial cancellations. It is all or nothing.

 

Communication Tip

When a customer calls to cancel an order, use open-ended, friendly questions to understand their reason before moving forward. This helps you identify opportunities to save the sale.

Example approach:

  1. Acknowledge & empathize:
    “I understand—sometimes plans change. May I ask what’s prompting the cancellation?”

  2. Listen for opportunities:

    • Is it price? → Offer our standard 10% discount.

    • Is it timing? → Check shipping details and offer expedited options if possible.

    • Is it product fit or style? → Suggest alternatives.

  3. Close positively:
    If offering a discount:
    “I’d be happy to offer you 10% off to keep your order as-is. That way you can still enjoy it and save a little.”

Key Reminder:
Always follow the Return Mitigation process for discounts over 10%—leadership approval is required.