Dial Customer Solutions Internal CS Wiki

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====== I want to cancel my order ======

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.

__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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