Log in to your Shopify account, enter the order number, and verify its status to determine whether it has been fulfilled or remains unfulfilled.


Fulfilled :


If the order has been fulfilled, it means the shipment process has already begun, and we won't be able to cancel it at that stage. In this case, please inform the customer that once they receive the device, they should proceed with returning it to us. To know more about the Return refer 'Order return and refund' folder.


Unfulfilled :


If the order remains Unfulfilled, please review the timeline to ascertain whether the order confirmation email alone was sent to the customer (or) the order has been forwarded to the fulfillment centers. 



If the order confirmation email alone was sent to the customer :


Escalate this to the L3/available L2 agent immediately to cancel the order.



If the order has been forwarded to the fulfillment centers :


If the order is routed to Amazon, please proceed with the following steps: 


-Log in to the Amazon Seller Centre.

-Navigate to "Manage Order." 

-Under "Order Details," select the order number. 

-Click "Cancel Order." 

-Following this, a cancellation request will be sent to Amazon. 

-Allow a 15-minute window for the order cancelation confirmation from Amazon. 

-Upon receiving the confirmation, promptly inform the customer that their order has been canceled,  and the refund process will be initiated shortly.  Select the canned response "Waggle Order   Cancel and Refund - Escalation" and promptly escalate the ticket to L3.

-If there is no response from Amazon, it indicates that the order has likely already shipped, and we won't have the ability to cancel it at that point. 


If the order is routed to Flexport, please proceed with the following steps:


-Log in to the Flexport account. 

-Navigate to the "Orders" section and enter the order number. 

-Select the specific order and check its status, whether it's in the processing stage. 

-If the order is still in processing, please click the "Cancel Order" button. 

-Choose the "Waggle Order Cancel and Refund - Escalation" canned response and promptly escalate the ticket to L3.

-However, if the order is already in transit, indicating that the shipment process has commenced, cancellation will no longer be feasible.