User Tools
This is an old revision of the document!
Table of Contents
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
It is too late to cancel the delivery. The customer must return the item via the RMA instructions <add link> and will be subject to a $9 restocking fee.
Make an offer for them to keep the product.
Not accepted: Customer must ship product back via RMA process.
Accepted: 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 whether refund happens automatically or manually>
