Cancelation and address change requests can be submitted to the warehouse team if the order status is still showing as “Unfulfilled”. Cancelation requests are not a guaranteed cancelation but simply an attempt to intercept the package from processing.


Always check the order status on Shopify before submitting a cancelation or address change request.

 

  1. In a separate tab, create a New Email

 

  • Before adding any information, select the Cancellation/Address Update Template in the Templates section. This will auto-fill the information needed for you.

 

 

 

    2. Fill out the required fields necessary within the template and use the following contacts to fill out the “To” section of this email:

If you need to submit a cancelation for different websites, submit separate tickets for each warehouse team. 


Subject: Fill out the Date you’re sending the request and the Hour, if necessary.

Description: Fill out the order numbers you are requesting to cancel or the order numbers and the updated addresses. If you are only sending a cancelation request and there are no address change requests, delete the rest of the information to avoid confusion.

Agent Name: Select your name.

 3. The ticket template is set to Waiting on 3PL and will re-open when the 3pl warehouse replies. 

 

Notate the Order on Shopify and Add a Private note on Freshdesk to your ticket that says the cancelation request has been submitted and references the ticket number.


4. Add order/address update request to Box file https://morphe.app.box.com/file/653576371938?s=t4me5khae3i1qacd0oq4gcej4hl9fxhw


 

  1. US Orders - Email Radial:
  • Make sure to set it to the correct site.

  • Under Main Menu (Top Left corner) Select Orders.
  • Search order using prefix provided for site

  • Check status, if the order is found in ROM- Email:  christopher.ho@formabrands.com & CC csops to have the order canceled/ modified.
  • Once Chris confirms the order has been canceled we can confirm the cancelation with the customer.

               

  1. UK/EU Orders Please Email: opsukqueries@radial.com ( We now have access to a Portal) 

 Open - Radial Dashboard Portal

- https://radial.bpost.cloud/outbound/order-details/00422EU805416_MPHNA


  • Log into Portal
  • Select OUTBOUND

 

  • Enter the order number under Search Criteria
  • Searching for orders must include the Radial prefix, 00419 for UK orders and 00422 for EU orders.

  •   The order should come up under Order List, Select order.

  • If the order shows the option to change address or cancel you may make edits or amend order.


  • However, if the Change Address and Cancel option are greyed out like the screenshot below, NO actions can be taken.


To Cancel Order:

Select cancel if the option is available and Note the order on Shopify.


To Edit a customer's address:

- If the option to update the address is available select it. You will be redirected to a new page (screenshot below) where you can make the edits needed to the address. (The Country cannot be changed)

-Update the address on Shopify as well and note the order. 


  1. AU Orders:
  • Can be actioned directly via Shopify, please verify there is no "Picking" tag. Once you confirm it is not under "Picking" cancel + refund the order via Shopify OR you may update the shipping address.

  • *IF it's the 2nd time the customer is reaching out for a status update and the picking tag is there - but no tracking 

    THEN escalate (because the order is likely missing or the tracking API is broken) 

  1. CA Orders Please Email:  Morphe.Operations@sci.ca
  • Follow steps 1-4 (At the top of this SOP)


***3pl tickets replied to by CA that the order has been canceled. Issue a refund and manually cancel the order on Shopify for this region ONLY, customer will not receive a refund if the order does not get manually canceled***


  1.  JACLYN Orders: Follow Steps 1-4, but change the “From” email to info@jaclyncosmetics.com

  1. Add the Email Contacts: