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--- reasons:cancel_my_order [2025/06/17 15:28]
20.171.207.230 old revision restored (2025/06/17 15:17)
+++ reasons:cancel_my_order [2025/07/04 04:51] (current)
216.73.217.3 old revision restored (2025/06/27 16:51)
@@ Line 1: / Line 1: @@
-  * Customer cancels before delivery
+====== I want to cancel my order ======
-    * Status = Hold
-    * Offer 19.95 for each item, no subscription. Otherwise Cancel Order and refund all charges.
+Familiarize yourself with their account in the CRM and [[howto:check_delivery|check the status of their most recent order]]. [[howto:cancel|Cancel their subscription]] to prevent further shipments from being sent.
-  * Pending > Shipped
-    * RMA req’d, extend trial date, cancel after next bill
+__If the order **Status** is on //Hold//:__
+[[general:making_offers|Make an offer]] to keep the sale active. If your offers are not accepted, the [[howto:cancel_order|order can be cancelled]] and a refund issued.
+**Talk Track:** //We have just started a seasonal promotion - would you be interested in keeping your order at only $XYZ per item? No problem, your order has not yet left our facility so I have cancelled your subscription and refunded all charges to your card.//
+__If the customer is on a trial:__
+They will need to [[howto:rma|return the product]] to avoid being charged or [[general:making_offers|accept an offer]].
+**Talk Track:** //I have cancelled your subscription. Would you like to keep the product or ship it back to us? I can make you special offer today if you would like to keep it and avoid shipping the product back.//
+__If the customer is no longer on the trial:__
+You can [[howto:cancel|cancel their subscription]] and they will not receive any further orders.
+**Talk Track:** //I have cancelled your subscription and you will not be shipped any further orders.//

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