Order edits and cancellations SOP

Internal procedure to handle address changes, item swaps, and cancellations within cutoff windows.

Flow

1. Authenticate customer (order number + email or last 4 of card via gateway lookup).
2. Status check: Unfulfilled → proceed; Partially fulfilled → limit to unshipped items; Fulfilled → no edits (offer return).
3. Action
   • Address change → Update before allocation; confirm carrier rules.
   • Item change → Cancel line and create new order; maintain discounts and loyalty points.
   • Cancel order → Void/cancel capture; refund to original payment or store credit.
4. Confirm changes by email; log notes and tags.

Escalation

• P1: High-value, fraud-flagged, or VIP → loop in Support Team Lead.
• Logistics constraints → involve 3PL coordinator.

Internal links

• RMA/Returns SOP
• External: Edit or cancel my order

Macro: EDIT-CONFIRM
"We’ve updated your order  as requested. Here are the details: ..."