An order (A-number) can only be cancelled if a product has not yet been shipped.
Sometimes customers want to cancel a purchase themselves because they changed their mind, but it can also be that we have to cancel the purchase because we don't have the product in stock. In the latter case, we receive a message from the Inbound team (in #cs-outbound) asking if we can cancel the order.
Cancel Order (A-number)
Cancellation due to no stock
Inform the customer (macro: Sales - Cancel by us due to no stock).
Look up the order based on the A-number in Refine > Orders and add a note: canceled by us, waiting for answer.
Leave the status on pending shipment and NOT on canceled, because then the product will come back online.
The customer wants a refund
Look up the A number in Refine
Change the status to 'refunded'
Add a note: canceled by us, customer wants refund
Arrange the refund: contact Kimm, provide A-number and Strip id
Inform the customer that the refund has been initiated and that it will take 5-10 business days to be processed.
Customer chooses a replacement device
Customer sends a link of the phone they want ( EDIT: since June 2024 we don't sell much on Valyuu.com anymore so getting a replacement device from Valyuu.com is difficult. You can also look in the Refurbed inventory system or just ask sales or outbound if we have a comparable device in stock)
Send message to #cs-outbound with the link, or we have the product below
If so, copy the SKU and search for it in Refine
Click unpublish to make the phone go offline
Add a Note: replacement for a customer number
Save
Look up the A-number
Add to notes, replaced by SKU: XXX
Change status to problem exchanged
If the customer still has to pay extra, this can be done via a payment link in Stripe
Please verify address with customer
Duplicate shipping label of the original a-number [a12345-2]
Let Klaudia know that we can send it, please share the new a-number
Send track & trace link to customer
If the customer selects a new product that is cheaper than the original product, we will transfer the price difference by looking up the original payment in Stripe and refunding a portion there.