Customer Ask Return/Cancel order

When a customer ask to return their order or cancel their order, the sequence will be different depending on where their order is.

If the order has been placed, and it's waiting to be fulfilled, then you should use the "If Order Placed / Awaiting Fulfillment (No Tracking Number)" sequence If the order has been already shipped/ fulfilled, then we should use "if Order Shipped" sequence

If the order has been delivered, then we should use "if Order Delivered" sequence Each sequence, has their own templates to use if the customer accept or refuse

The really important part, is to make sure the order is well logged in the order issues with the correct tags when needed.