Differences

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--- reasons:no_upsell [2025/07/04 17:04]
216.73.217.3 old revision restored (2025/06/15 20:28)
+++ — (current)
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-====== I don't want an upsell item ======
-After seeing the confirmation email, a customer may notice they accidentally purchased an upsell item.
-You need to look at the **Fulfillments** tab in the CRM to determine whether it has shipped.
-{{:reasons:hold.png|}}
-===== If the package Status is Pending, Pending Shipment, Shipped, or Delivered =====
-[[howto:cancel|Cancel the subscription]].
-It is too late to cancel the delivery. The customer must [[howto:rma|return the item via the RMA instructions]] and will be subject to a $9 restocking fee.
-[[general:making_offers|Make an offer]] for them to keep the product.
-__Not accepted__: Customer must [[howto:rma|ship product back via RMA process]].
-__Accepted__: [[howto:bill|Bill the customer for the offer price]].
-===== If the package Status is Hold =====
-The order has not shipped. You can cancel the item from their order and refund it.
-.  Click on the **Order** ID.
-{{:reasons:order_link.png|}}
-.  Click **Cancel Order**.
-{{:reasons:cancel_order.png|}}
-.  Check only the items you wish to cancel. __IMPORTANT__: You must **uncheck** any items that the customer wishes to keep. Click **Submit Cancel**.
-{{:reasons:cancel_2.png|}}
-Check the **Transactions** tab to see if the charge was refunded. If not, you can [[howto:refund|refund it manually]].

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