Dial Customer Solutions Internal CS Wiki

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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.

===== If the package status is Pending, Pending Shipment, Shipped, or Delivered =====

Cancel the subscription.

It is too late to cancel the delivery. The customer must 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 ship product back via RMA process. <Add link to article>

__Accepted__: Bill the customer for the offer price. <Add link to article>

===== If the package status is Hold =====

The order has not shipped. You can cancel the item from their order and refund it.

1.  Click on the **Order** ID.

2.  Click **Cancel Order**.

3.  Check only the items you wish to cancel. __IMPORTANT__: You must **uncheck** any items that the customer wishes to keep. Click **Submit Cancel**.

Cancel Order > Uncheck what they want to keep > Refund transactions

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