Cancelling an order

When a customer wants to cancel their order, you need to do 2 things

Make sure that no order is shipped
Customer gets a refund

If the customer wants to change the article, it is important to not only ship the correct article but also make sure that the administration is handled correctly in Magento. This procedure can be found here

Cancelling an order status Processing in Magento

Put the order on hold in Magento.
Make sure that no pump will be shipped.

See Systems - Monta - Cancel an order for more information how to cancel in Monta

Make sure the customer gets a refund
Send the conversation to CS plus so the customer will receive a refund and the order in Magento will be closed. If the customer wants to change the order and receive a different pump, please click here for the procedure

Cancelling an order status Complete

When a product has been sent out, we can’t cancel the order anymore.

Please ask the customer to make a return request in Returnista

Cancelling an order status Processing - external warehouse

This is an order shipped from Dab. Make sure that no pump will be shipped.
- put the order on hold and add a comment
- ask the Stefano/Riccardo to cancel the order and confirm it to you
After confirmation that the order is cancelled, put a comment in the order and send the conversation to CS plus so the refund can be handled.

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