Steps to consider when canceling an order after a PO has been issued

It is important to never cancel an order without reviewing the steps outlined here to ensure it will not create additional issues downstream.

If a customer changes their mind on an order or extenuating circumstances require us to cancel the order, we must always consider the following steps before we systematically cancel an order. This article outlines the following processes:

How to Cancel a Non-Decorated Order

How to Cancel a Tier 1 Decorated Order

How to Cancel a Tier 3 Decorated Order (including Carroll)

How to Cancel a Non-Decorated Order

Game One Inventory
Check the Warehouse Status

• If In D/C - Contact the warehouse to undrop the order. Cancel the order and the product will return to Inventory.
• If Shipped - Order cannot be canceled and must be returned

Vendor Inventory
Check for a Purchase Order

• If a PO has been issued - the Account Manager will determine whether the product can be canceled with the vendor. If the Account Manager can cancel it, document your communication with the vendor as a comment on the order and cancel it. Attach any emails as well.
• If a PO has not been issued - cancel the order.

Need a visual? Refer to this PDF workflow.

How to Cancel a Tier 1 Decorated Order

Check the Order in Review Customer Orders to determine if the product has been received.

• If Product is Received:
  • Email the Order and PO number to the warehouse lead, letting them know the product is being returned.
  • Warehouse will move product from the SO Wall or Staging to the Returns Team
  • The Account Manager will notify the art coordinator to remove the art from the order
  • The Account Manager will determine whether the return meets our Returns Policy and if the vendor will accept a return
    • If Yes, Account Manager starts a return using the SalesDeck returns form, creates an RI claim and updates the Customer PO on the original order to the Claim #
    • If No, the Account Manager creates a RepCharge order, charging them for the Cost of Goods
  • The Warehouse must Quick Ship the Order
  • Returns Team will check in the product on an RI Claim
  • Returns Team requests vendor RA
  • The order reaches OSNI and the BA will see the PO number is a claim number and manage it through invoicing to credit the customer. 
• If Product is NOT received:
  
  • Notify the Art Coordinator and edit the order to remove deco; DO NOT CANCEL
  • Track the PO to determine if product has shipped. 
    • If Yes, we must wait until the product has been received and follow the steps below.
    • If No, the Account Manager will contact vendor to see if it can be canceled. If yes, the Account Manager can cancel the order. If we cannot cancel, then we must wait until product is received. and follow the steps below.
  • The Account Manager will determine if the product meets our returns policy and if the vendor will accept it back.
    • If Yes, Account Manager starts a return using the SalesDeck returns form, creates an RI claim and updates the Customer PO on the original order to the Claim #
    • If No, the Account Manager creates a RepCharge order, charging them for the Cost of Goods
  • The Warehouse must Quick Ship the Order
  • Returns Team will check in the product on an RI Claim
  • Returns Team requests vendor RA
  • The order reaches OSNI and the BA will see the PO number is a claim number and manage it through invoicing to credit the customer

Need a visual? Refer to this PDF workflow.

How to Cancel a Tier 3 Decorated Order

Check the Order in Review Customer Orders to determine if the product has been received.

• If Product is Received:
  • The Account Manager will notify the art coordinator to remove the art from the order. DO NOT CANCEL THE ORDER. 
  • Enter an RI Claim returning the product to HD Warehouse and email the ARS tag and details to Brandon Bollinger, Matt Bassler letting them know the customer has canceled the order and we need to return the product. 
  • Update the Customer PO on the order to reflect the Claim #
  • Once HD Receives the order on the RI Claim, they must ship the original order using Quick Ship

• If Product is NOT received:
  
  • Notify the Art Coordinator and edit the order to remove deco; DO NOT CANCEL
  • Track the PO to determine if product has shipped. 
    • If Yes, we must wait until the product has been received and follow the steps below.
    • If No, the Account Manager will contact vendor to see if it can be canceled. If yes, they will cancel the order. If we cannot cancel, then we must wait until product is received and follow the steps below.
  • The Account Manager will determine if the product meets our returns policy and if the vendor will accept it back.
    • If Yes, Account Manager starts a return using the SalesDeck returns form, creates an RI claim and updates the Customer PO on the original order to the Claim #
    • If No, the Account Manager creates a RepCharge order, charging them for the Cost of Goods
  • The Warehouse must Quick Ship the Order
  • Returns Team will check in the product on an RI Claim
  • Returns Team requests vendor RA
    • If not returnable to vendor, the product is returned to the sales rep and the Account Manager enters a REPCHARGE order to charge them for the Cost of Goods

• • The order reaches OSNI and the BA will see the PO number is a claim number and manage it through invoicing to credit the customer
  
  Need a visual? Refer to this PDF workflow.