Cancellations

by ONELIVE Webmaster

Once you receive communication from a customer asking for a cancellation through Desk, LiveChat or on a phone call here is the process you need to refer to for each type of situation.

Note:First, you must check the order in SP to assure the order has not shipped.

  1. Confirm the order/items were not shipped by SP which you can check by looking up the order in the SP system with the Order Prefix in Red (the letters before every order) and the Titan specific order id in Blue. IMPORTANT: The dash must be in the order number when searching the order in SP.
    1. EX. FTW-5026113
  2. Send an email to Lisa Preston lpreston@onelivemedia.com cc the necessary people on the email i.e. your immediate supervisor, or CS Manager Michael.Jones@onelivemedia.com with the following message. Include the Order number in the Subject line.
Hello Lisa,

Please cancel order (insert relevant order number here), the customer has requested to cancel the order and be refunded. Please advise when this is done.

Thank you.
  1. Once you have received confirmation from Lisa that the order has indeed been cancelled in SP. Double check using the step 2. And Proceeed to look the order up in Titan.
  2. After you have confirmed the order was cancelled. Go into the order in Titan and click the "select an action" drop down menu and scroll to the "Cancel/Issue Refund" and click "Go"
  3. Select the reason for the cancellation of the order in the drop down menu next to the Cancellation Reason.
  4. Input manually the amount of the refund. Click "Continue"
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