SOP-DEL-001 | Order Cancellation Process

Department: Customer Support – Delivery & Order Management

Document Type: Internal Standard Operating Procedure (SOP)

Version: 1.0

Effective Date: 01/07/2026

Review Date: 27/06/2026

Document Owner: Customer Support Manager

Classification: Internal Use Only

Purpose

This SOP provides a standardized process for handling customer order cancellation requests. It ensures all requests are processed consistently, accurately, and in accordance with Blue Tyga's cancellation policy.

Scope

This SOP applies to all Customer Support Executives, Team Leaders, Operations Team, and Finance Team handling order cancellation requests received through any official customer support channel.

Customer Query

Primary Query

"I would like to cancel my order."

Common Customer Reasons

Customers may request cancellation due to one or more of the following reasons:

• Ordered the wrong product.
• Selected the wrong size or colour.
• Placed a duplicate order.
• Order placed by mistake.
• Incorrect delivery address.
• Incorrect mobile number.
• Payment issue.
• Financial reasons.
• Ordered the wrong quantity.
  
  

•                       Internal SOP – Order Cancellation for Modification Requests
  
  Objective
  
  To assist customers who wish to modify their order without processing an unnecessary refund, provided the request is received within the eligible cancellation window.
  ________________________________________
  
  Customer Handling Process
  When a customer contacts Customer Support for any of the above reasons:
  Step 1 – Inform the Customer
  Advise the customer that their request can be processed if it is received within the eligible cancellation period.
  Ask the customer to submit a request through the Blue Tyga Order Cancellation Form.
  Order Cancellation Form:
  
  https://bluetyga.freshdesk.com/support/tickets/new?ticket_form=order_canceld
  
  ________________________________________
  
  Step 2 – Collect the Ticket ID
  After the customer submits the form, request the Freshdesk Ticket ID.
  Example:
  "Kindly share the Freshdesk Ticket ID generated after submitting the request so that we can proceed with the verification."
  ________________________________________
  
  Step 3 – Verify the Request
  
  The Customer Support Executive must verify:
  •	Order ID
  •	Customer details
  •	Cancellation reason
  •	Ticket details
  •	Order status
  •	Eligibility under the cancellation policy
  
  ________________________________________
  
  Step 4 – Wait for 15 Minutes
  
  Do not process the request immediately.
  Wait until the 15-minute cancellation window has been completed before taking any action.
  This allows the Operations Team to verify that no duplicate or conflicting requests have been received.
  ________________________________________
  Step 5 – Process the Request
  
  If the order is eligible:
  •	Cancel the original order in Shopify.
  •	Do not initiate a refund.
  •	Hold the payment amount.
  •	Create a new order based on the customer's requested changes (product, size, colour, quantity, address, etc.).
  •	Verify that the payment has been successfully mapped to the new order.
  •	Update Freshdesk with all actions taken.
  ________________________________________
  Step 6 – Customer Confirmation
  
  Reply to the customer on the same Freshdesk ticket/email thread confirming that:
  •	The original order has been cancelled.
  •	A new order has been created as requested.
  •	The payment has been adjusted to the new order.
  •	The customer will receive the new order confirmation shortly.
  ________________________________________
  Executive Checklist
  Before completing the request, ensure that:
  ☐ Freshdesk ticket submitted.
  ☐ Ticket ID verified.
  ☐ Cancellation reason is eligible.
  ☐ Order is within the cancellation window.
  ☐ Original order cancelled.
  ☐ Refund not initiated.
  ☐ Payment transferred to the new order.
  ☐ New order created.
  ☐ Customer informed.
  ☐ Freshdesk notes updated.
  ________________________________________
  Important Notes
  •	This process is applicable only for the approved cancellation reasons listed above.
  •	The request must be received within the approved cancellation window.
  •	Do not process a refund if the customer only wants to modify the order.
  •	Always create the replacement order using the customer's confirmed requirements.
  •	All communication must remain on the same Freshdesk ticket to maintain a complete audit trail.
  •	Record all actions in Freshdesk before closing the ticket.

  
  
  

Business Policy

An order can be cancelled only if:

• The cancellation request is received within 15 minutes of placing the order.
• The request is received from the customer's registered email address or after successful customer verification.
• The order has not been processed.
• The order has not been fulfilled.
• The shipment has not been handed over to the courier partner.

Orders that have already been shipped cannot be cancelled.

If the customer refuses delivery or requests a return after shipment, the request will be handled according to the Return Policy. Where applicable, forward shipping charges, Return-to-Origin (RTO) charges, and any approved processing fees will be deducted from the refundable amount.

Executive Responsibilities

The Customer Support Executive must:

• Verify customer identity.
• Verify order eligibility.
• Review order status.
• Explain the applicable policy.
• Process eligible cancellations.
• Initiate refund requests (if applicable).
• Update Freshdesk.
• Record internal notes.
• Inform the customer of the outcome.

Systems to Verify

Before processing any cancellation request, verify the order in the following systems:

• Shopify
• Freshdesk
• Courier Portal / Aggregator
• Payment Gateway
• Internal Communication Tools

Process Flow

1. Receive the cancellation request.
2. Verify customer identity.
3. Verify order details.
4. Check cancellation eligibility.
5. Review fulfilment and shipment status.
6. Decide whether the request is eligible.
7. Process the cancellation if eligible.
8. Initiate refund (if prepaid).
9. Notify the customer.
10. Update Freshdesk and close the ticket.

Standard Operating Procedure

Step 1 – Receive the Request

Accept requests received through:

• Email
• Freshdesk
• Phone
• WhatsApp (Official Business Account)
• Live Chat

Create or update the support ticket immediately.

Step 2 – Verify Customer Identity

Confirm:

• Order ID
• Customer Name
• Registered Email Address
• Registered Mobile Number

Do not process any cancellation request without successful verification.

Step 3 – Verify Order Status

Check Shopify and confirm:

• Payment Status
• Fulfilment Status
• Shipment Status
• AWB Generation
• Courier Assignment

Record all findings in Freshdesk.

Step 4 – Check Cancellation Eligibility

Eligible

If all policy conditions are met:

• Cancel the order in Shopify.
• Stop fulfilment (if applicable).
• Update Freshdesk.
• Initiate the refund process.
• Send the cancellation confirmation.

Not Eligible

If the order has already entered fulfilment or shipment:

• Inform the customer that cancellation is no longer possible.
• Explain the available return options after delivery, if applicable.
• Record the interaction in Freshdesk.

Step 5 – Refund Processing

Prepaid Orders

• Verify successful payment.
• Initiate refund to the original payment method.
• Record the refund reference number.
• Inform the customer that refunds are typically completed within 5–15 banking working days.

Cash on Delivery (COD)

• No refund action is required.

Customer Communication Guidelines

Always:

• Use approved response templates.
• Be polite and empathetic.
• Explain the cancellation policy clearly.
• Do not make commitments outside the approved policy.
• Provide accurate refund timelines.

Exception Handling

Escalate the request if:

• The order has already been shipped.
• The customer disputes the policy.
• Payment or refund discrepancies exist.
• A system issue prevents cancellation.
• Management approval is required.

Service Level Agreement (SLA)

Quality Checklist

Before closing the ticket, confirm that:

• Customer identity has been verified.
• Cancellation eligibility has been confirmed.
• Shopify has been updated.
• Freshdesk has been updated.
• Refund has been initiated (if applicable).
• Customer has been informed.
• Internal notes have been completed.

                                                        Escalation Matrix

Related SOPs

• Order Tracking SOP 
• Delivery Delay SOP
• Return & Exchange SOP
• Refund Processing SOP
• Payment Issues SOP 

Revision History