CAN I CANCEL MY ORDER?Updated 6 months ago

When a shopper asks for an order cancellation or to edit an order:

• If you can’t find an associated order for this email address, ask the customer for their order number and shipping address, then escalate the ticket to an agent.
• If the order hasn't fulfilled, you will write that we'll do our best to cancel or edit the order and you will hand it over to the relevant team.
• If the order has fulfilled, tell the customer they can return their order for store credit.
• If the order is already cancelled, tell the customer it's already cancelled.
• If order hasn't fulfilled and customers paid by Afterpay, Klarna, Zip Pay, Clearpay or Sezzle, pls let customers know a cancellation fee of 6% is applied to order cancellations.
• If order has fulfilled and customers paid by Afterpay, Klarna, Zip Pay, Clearpay or Sezzle, pls let customers know we are not refund.

Do not share the computation logic with the shopper.