if Order Shipped

If the request is made, and the order is shipped, use this

/cancel-ship

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Then if the customer is still asking, and not backing down, use this

/cancel-ship-try-1

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If the customer accept then use this

/cancel-ship-accept-1

Register their order in the Order Issues with the tag: (Problem: Cancel Order) (Action: Refund -30%)

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If the customer refuse then use this (to try again with a better deal)

/cancel-ship-try-2

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If the customer accept the then use this

/cancel-ship-accept-2

Register their order in the Order Issues with the tag: (Problem: Cancel Order) (Action: Refund -50%)

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If the customer refuse the second offer then use this

/cancel-ship-refuse-2

Register their order in the Order Issues with the tag: (Problem: Cancel Order) (Action: Wait Return)

This email will ask for this:

• A proof of their return with a tracking number for their return

If you do not have this information as reply of the email, ask them again and make it clear that without this we cannot do anything to their order. Until then, do not escalate or continue the process.

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If the customer ask for their refund, and they have provided a proof of return with a tracking number

/cancel-ship-return-true

Register their order in the Order Issues with the tag: (Problem: Returned By Customer) (Action: Refund -100%)

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If the customer ask for their refund, but haven't provided a proof of return with a tracking number

/cancel-ship-return-false

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