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 =====

[[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.

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**.

Check the **Transactions** tab to see if the charge was refunded. If not, you can [[howto:refund|refund it manually]].

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