Order Processes
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      Cancellations, Returns & Refunds

      Outline the process for managing returns/cancellations in UK/AU and US.

      Order Cancelation Process | AU + UK

       

      Step 1 - Check the status of the order on StarshipIT (confirming process with Stuart & Zak in AU)

      • Verify the order status in StarShip It (login details on 1Password)

      • If the order sits under New, it can be cancelled; if it sits under printed, it can’t be cancelled.

      • New: Order can be cancelled.

      • Printed: Order cannot be cancelled.

      Step 2 - Confirm Cancellation on Shopify

      • Cancel orders directly in Shopify (this update feeds through to Cin7).

      • Navigate to More Actions → Cancel.

      • Select the reason for cancellation from the dropdown.

        • Notify the customer of the cancellation

        • Restock inventory

          Tick the options to: 

          Tick the options to:

      • Finalise the cancellation.
      This automatically updates the order status in Cin7.

      Step 3 - The refund has automatically been issued through Shopify 

      • Shopify automatically issues a refund upon cancellation.

      • The cancellation email confirms the refund has been processed.

      Respond to the customer in Hubspot with the template CS-Order - Cancel

      For US cancellations

      Step 1 -Before taking any action, locate the order to confirm it has not shipped.

      • Click to expand the Client-Distribution section of the Deposco Menu.
      • Click on Orders.
      • In the Orders List page, click the checkbox to highlight the order you want to place on hold, cancel, or change.
      • Use the scroll bar at the bottom to scroll the page to the right until you see the Shipping Status column.
      • Check the Shipping Status of the order to confirm it has not shipped. Once an order is shipped, it is too late, even if the order is still on Verde's premises.  

      Step 2 - Change SHIP VIA method in the DO

      To change the Ship Via method:

      • From the Orders Listpage, click on the DO Number of the order you want to put on hold, cancel, or change.
      • From the Orderspage, scroll down to the Shipping Details 
        • Locate the Ship Via 
        • Click on the pencil icon to open the Ship Viaedit window.
      • In the Ship Via edit window, select "Ship Outside System" from the drop-down menu.
      • Click the Save button at the top of the page and refresh the screen to confirm the Ship Via method was updated.

      Step 3 - Add a NOTE to the DO

      • From the Orders page of the DO, click on the Notes tab.
      • Click on the plus icon to open the Notes window.
      • Based on your request, enter the applicable TITLE and BODY.
      • Title: packing
      • Body: Cancel order
      • Do not enter any other data into any other field in the window.
      • Any additional comments or details should be included in an email to CS.
      • click on the Create button to save your note.

      Step 4 - Contact Verde to complete cancellation 

      To request an order cancellation with Verde, please email their CS team at clientservices@verdefulfillmentusa.com

      Subject Line: 

      • Based on the action you are requesting, enter the exact wording below:
        • URGENT ORDER CANCEL
      • This will flag your email as an urgent and time-sensitive message.
      • CS reviews their emails frequently and will work to complete the urgent flagged emails first.

      Information to include:
      To assist CS in completing these tasks as quickly as possible, include the details as they pertain to your request, such as:

      • The DO Number (please do not use your order number as that adds valuable time to complete your request).
      • Item Numbers to add or remove (use the exact Item Numbers and not the descriptions).
      • Pack Type (Each, Case) to add or remove.
      • Confirm quantities of the items.
      • All pertinent name and address details that need to be changed.
      • Any other details that are pertinent to your request.

      Please note that if the details are not clear and precise, CS will not make an educated guess and will need to reach out to you for clarification. This will likely delay the processing of the order.

      Step 3 - Cancelling the order in Shopify

      Once Verde has confirmed the order has been cancelled, you can go ahead and cancel the order in Shopify. 

      Respond to the customer in Hubspot with the template CS-Order - Cancel

      Customer returns UK & AU

      • Customers can request returns via the website.

      • All return requests must be reviewed and approved in Shopify.

      • Click No Shipping Label → Authorise Return.

        • An automatic email confirms approval to the customer.

        • (Pending: Adding return address to automated email.)

      - Returns are sent back to the UK or AU office. 

      When you receive a return:

      • Open the package and check the contents.
      • Retain the return paperwork inside the package.
      • You will need this paperwork to complete the refund in the next step.
      • If there is no return paperwork, look on the return packaging to see if the shipping label is visible with their name, or return to sender's address on the return label, and use these to locate the order. 
      • If unable to locate using the info on the labels, we can't issue a refund until they contact us to chase their refund. 

      Next, search for the order in Shopify using the order number from the return paperwork.

      • On the order page, click Refund (usually near the top or in the “More actions” dropdown).

      • Shopify will show a list of the items in the order. 

      • Tick the items that have been returned for a refund.

      • You can add a reason for the refund for our records.

      • Click Refund or Refund items.

      • Shopify will process the refund automatically via the original payment method.

      • The customer receives an email confirmation once the refund is completed.

      US Returns 

      Log in to the Deposco site (details in 1Password).
      Go to Client Dashboard → Reports & Metrics → Receiving Report.

      Enter the date range for the returns you need, then export the report to Excel.
      From there, take the order number from the relevant row and follow the return instructions above to refund in Shopify

      Return assessment for damaged items 

      - UK and AU will receive returns in person. When processing these returns, check that the product has not been used and that it is not damaged/used or has signs of misuse. 

      - Contact the customer if the return is outside policy (e.g., used,  signs of misuse) using template CS- return - conditions not met damaged/used on HubSpot to the customer to gather more details before refunding.  

      - Contact the customer if return is outside policy (e.g., used,  signs of misuse) using template CS- return - conditions not met damaged/used on Hub Spot to customer to gather more details before refunding.