• Customer Calls in
  • Greeting
    • “Thank you for calling Morphe. My name is ______. How may I help you?”
  • Acknowledgement statement
    • "Unfortunately we cannot guarantee order cancellation.


      For promo inquires, adding items, name or email updates, we may be able to further assist. 


      If you need an address change, just like an order cancellation we will not be able to guarantee but will still be able to make the request. 


      Let us know how you would like to move forward."

  • Ask for order number or full name
  • Verify 3 pieces of information
    • Name
    • Billing address
    • Email address
    • Shipping address
    • Phone number
  • Check SHOPIFY to verify order and items
  • Review customer’s order history
    • IF the order is unfulfilled
      • Please use
        • Cancel US Order Unfulfilled
        • Cancel UK/EU Order Unfulfilled
        • Cancel CA Order Unfulfilled
        • Cancel AU Order Unfulfilled
    • IF the order shipped
      • Please use 
        • Cancellation Request
        • Cancel Order in Transit
    • IF the order shipped change address
      • Please use
        • Change Address In Transit UPS
        • Change Address in Transit USPS
        • Change Address in Transit UK Hermes
        • Change Address in Transit AU Post
        • Change Address in Transit CA Post
  • In SHOPIFY, notate the account
  • For Unfulfilled Cancellation and Address Update Requests 
    • Create ticket to 3PL using the ticket templates below
      • Morphe Cancel Address Update Requests US
      • Morphe Cancel Address Update Requests UK/EU
      • Morphe Cancel Address Update Requests CA
      • Morphe Cancel Address Update Requests AU
    • Send request and close request ticket
  • Add note to original ticket with cancellation request ticket link
  • Update Freshdesk Ticket Fields
  • Wrap Ticket/Call with the correct Wrap Code:
    • Cancel Order
    • Address Update
  • Mark ticket resolved