Order Cancellations

Article Type: Internal Process Audience: Support Agents Visibility: Internal Only Category: Orders & Account Management Section: Cancellations & Refunds

Overview

Use this article when a customer contacts support about:

  • Wanting to cancel an order they just placed
  • Cancelling an order due to a mistake (wrong product, wrong details)
  • Changing their mind before production starts

This article helps agents to:

  • Assess whether cancellation is possible
  • Know what steps to take for a successful cancellation
  • Link to the correct refund process when needed

Cancellation Window

Signomatic begins production quickly. A cancellation is only possible if the order has not yet entered production.

Agent Action: Always check production status before confirming a cancellation is possible.

Cancellation Process

  1. Customer requests cancellation — note the order number
  2. Check production status in the system immediately
  3. If not in production:
    • Cancel the order in the system
    • Initiate the refund process (see Refunds section in Billing & Finance)
    • Confirm cancellation to the customer
  4. If in production:
    • Inform the customer the order cannot be stopped
    • Offer alternatives: reprint with correct details, discount on next order, or refund assessment if Signomatic was at fault
  5. If shipped:
    • Order cannot be cancelled
    • Assess whether a return or refund is applicable

Internal Note Example:

Customer requests cancellation of order #[ORDER] placed today. Production status: not yet started. Order cancelled. Refund initiated — escalated to Billing & Finance → Refunds.

Customer Communication

When a cancellation is not possible:

"Unfortunately your order has already entered production and can no longer be cancelled. I'd like to help you find the best solution — [offer reprint / compensation as appropriate]."