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ORDERS & CANCELLATIONS
Customer orders twice by mistake
If the duplicate order has not yet been processed/dispatched: • Cancel it. • Refund it. • If it has already been dispatched: • Explain that it can no longer be cancelled. • The unwanted order must normally be returned unopened/unused under the...
Customer changes their mind before dispatch
If the warehouse has not processed the order yet, cancel/refund where possible. • Once dispatched, use the normal returns process.
Customer ordered the wrong quantity
If caught before fulfilment, amend the order where possible and refund the difference. • If already dispatched, the unwanted products need to be returned unopened and unused.