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How should I handle a customer who wants to refuse a White Glove or LTL shipment?

A guide for assisting customers with late-stage cancellations or refusals of white-glove (WG) and less-than-truckload (LTL) shipments.

When assisting a client who wants to cancel an order, it’s critical to first check SPARS for the order’s current status. If you see a Purchase Order (PO) on the line item details, this indicates that the order is already too far along in the processing stage.

At this stage:

  • Any changes would compromise warehouse operations or carrier coordination.

  • The order cannot be canceled or modified.

Handling Persistent Cancellation Requests

If the client insists on cancellation, do the following:

  1. Ask for the cancellation reason
    Understanding the "why" can help us identify whether the objection is resolvable.

  2. Explore persuasion opportunities

    • Is there any missing product information we can clarify?

    • Are there product features or benefits the client may not fully understand?

    • Can we offer reassurance about delivery expectations?

If you’ve exhausted all efforts to prevent the cancellation, and the client still wishes to proceed.

Important: Set the right expectations

Communicate the following return-related charges to the customer:

  • We will not be refunding the original delivery fee.

  • The customer will be responsible for return shipping fees.

These fees are specific to the SKU. They can be found by referencing the SKU Cancellable Permissions tab in UC, specifically in the Narvar Return Shipping Percentage field.

 

Communication Tip

“We're sorry to let you know that the {name of the product} has already left our facility and is currently on its way to you with the delivery carrier. At this point, we’re unable to cancel the order. You have the option to refuse delivery upon its arrival or when contacted to schedule it.

Please be aware that return shipping costs will apply and will be deducted from your total refund. These fees vary depending on the item, and I’d be happy to review the specific costs with you if you’d like.”