Act quickly when a customer asks to change or cancel an order. What can be changed depends on whether the order has entered production or has already shipped.
Find the order first
- Open your Workspace sales information.
- Locate the order number and confirm the customer, products and fulfilment method.
- Record exactly what the customer is requesting.
Queensberry-fulfilled products
Contact Queensberry urgently with the order number and requested change. Do not promise that an order can be stopped. If production has begun, a change may require a reprint and charges may apply. Once an order has shipped, it cannot be corrected before delivery.
Self-fulfilled products
You are responsible for deciding whether the order can be changed, cancelled or refunded and for communicating the outcome to your customer. Consider whether production or delivery costs have already been incurred.
Payments and refunds
Confirm the original payment method and the amount being returned. You are responsible for the cost of refunds and chargebacks associated with your Workspace sales, including costs already incurred for goods produced on your behalf.
Keep a clear record
Retain the order number, correspondence, agreed resolution, refund information and any replacement tracking. For accounting or tax treatment, follow your professional adviser’s guidance.
