SOP of Cancellation View

Step 1: Identify the Reason for Cancellation

Check the reason for the cancellation (e.g., incorrect payment method, wrong shipping address, bought by mistake etc.).

Step 2: Open the Order in Magento

Access the order in Magento for further processing.

Check-in Operation DB if the order has been processed or not and if any scans are available or not

Step 3: Report the Error

Report the error according to the issue.  

Step 4: Delete the Shipment

If no shipment has been dispatched, delete the shipment from the system.

Step 5: Create the Credit Memo

Generate a credit memo and share it in refund group for original Refund.

Step 6: Inform the customer about the refund (please use the macro : "Post Delivery Issues :: Damaged in Transit-Refund") modify according to scenario and update the Magento comments.

Step 7: If the order was already cancelled by any other agent then inform the same to customer.
Step 8: Reply to customer about refund. 
Step9: Put your signature
Step 10:  submit the ticket as solve


OR

If the order is in transit, 

Follow Step 1, 2,  and found that order is in transit
Inform the customer about the same, also inform the EDT (Estimated delivery time)  and request him either he can refuse the delivery or  we can share the return labels if he still want to return. or we can call carrier to reroute the order back to us. 

OR

If the order have scans but not in transit ( OFP scan, or/& Pick scan, )
Need to inform warehouse to stop the shipment.
If not possible than, request him either he can refuse the delivery or  we can share the return labels if he still want to return. or we can call carrier to reroute the order back to us. 

Note: Once we received the item back in stock  follow Step 3, 5  and 6