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--- reasons:no_upsell [2026/06/20 23:10]
216.73.216.49 old revision restored (2026/03/22 01:02)
+++ reasons:no_upsell [2026/08/07 00:53] (current)
216.73.217.84 old revision restored (2026/08/05 02:28)
@@ Line 1: / Line 1: @@
-Already shipped
+====== I don't want an upsell item ======
-Not yet shipped
-   Status=Hold
+After seeing the confirmation email, a customer may notice they accidentally purchased an upsell item.
-   Cancel Order > Uncheck what they want to keep > Refund transactions
+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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