LL - Health Brand ShipStation Cancel Order procedure

How to Cancel an order that is in Pre-fulfillment status

You will need to log in to Sticky or Shopify - ShipStation - and the Warehouse
What is "pre-fulfillment status"? - pre fulfillment status means the order was recently placed and the order has not reached the WAREHOUSE yet. It will either not be in SS yet or if in SS will be in ON HOLD status.

If a customer has requested to cancel an order that is in pre-fulfillment status follow these steps:

1. Locate and view the order in the order database. Notice if the order has a tracking number or not. If there is a tracking number listed that indicates that all (or part of the order if the order has been split) is already shipped. Tracking numbers are not updated in the order database when the 2nd part of a split order ships (that tracking will only be in the warehouse). Move to look up in SS and PB.

2. Locate and view the order in SS and PB. Remember, in cases where the customer has an upsell order it will be combined into the initial order id in SS and PB. Look up the initial order id.

3. IF the order is ON HOLD in SS (and is not found in PB), change the hold date to 10 days in advance, and place a note in SS to cancel before moving on.

4. Once you complete step 3, it's ok to let the customer know we can cancel the order. Make sure to send a follow up email.

5. After you've emailed the customer make a detailed CHO note on the HelpScout ticket, then assign the ticket to Gretchen in Active and she will process the cancel/refund of the order. Make sure to note the subject line of your ticket that this is a PreFulFillment Cancel Request Order # (orderid)

6. Since canceling the shipment, BEFORE it reaches the warehouse interface is a time-sensitive issue, you must also slack Gretchen full details in the Urgent FulFillment Channel so she can cancel the shipment. She will make sure the refund gets completed as well.

7. IF the order is in AWAITING SHIPMENT in SS, Double CHECK it in PB. IN PB, if the order is listed as INV HOLD,HOLD,BADADDRESS) it can still be canceled.

8. However, IF the order is NOT listed as INV HOLD,HOLD,BADADDRESS) it's too late to cancel - Notify the customer and send return instructions. A refund will be processed when they return the order.

How to view a shipment in PB

Go to: Fulfillment Tab, click on Shipments, then search, click the today dropdown for detailed search

What do the statuses mean?

Received - New order has been received (changes can be made by Fulfillment Specialist during this status)
Printed - Label has been printed (too late to make changes)
Verified - Contents of the package have been verified as correct
Shipped - A tracking number has been assigned and shipping confirmation will be generated
Returned - The shipment has been returned
INVHOLD - The shipment is on hold due to an inventory issue
Other "HOLD" status - reasons vary, usually a shipping method issues
If a caution sign / on backorder - order can only be cancelled by the agent. Click the action button and cancel. Note that performing this action will cancel the entire order - therefore if you do not need ALL of the items in that order cancelled, you will need to add a note in the CHO TIckets Channel for Gretchen to assist.
Any time you need a change made to an order that is in SHIPSTATION - you must follow the ShipStation ON HOLD CANCEL PROCESS by moving the date out 30 days, adding a note, then notifying Gretchen in the CHO TiCKET slack channel as well as noting your HelpScout ticket, assigning to Gretchen in Active Status.

VIEW ShipStation Hold Procedure -

https://the-hero-co-ll.helpscoutdocs.com/article/708-ll-shipstation-order-hold-procedure

FOR Coordinators:

Orders that have not reached SS, can be refunded/voided

Take a look at this example:

This charge was voided at 12:48 pm, but the order was already in Shipstation at 12:04 pm. Therefore, we should access Shipstation, place the order on extended hold, and request Gretchen to cancel the order for you

If there's a tracking number we know it's too late to cancel at least part of the order.
However, if there are multiple items in the order AND any item in the order is Out of Stock, then OOS items can still be cancelled within PB.
It's always best to check both ShipStation and PB shipping status before making any changes to an order (or promising a change to a customer).

3. Log in to ShipStation and view the status of the order - Shipstation

4. If the order is ON HOLD in SS - you can safely Refund this order.

FYI - refunding the order in the order interface does not cancel the SHIPMENT. Likewise, cancelling a shipment (in Shipstation or PB) does not refund the order. They are separate actions.
Shipments cancelled in PB should also be moved to canceled status in SS.

5. Since canceling the shipment, before it is released to the warehouse interface, is a time-sensitive issueyou should do these tickets right away asap.