As most of you know, the window we have for cancelling an order that has already batched/printed is very limited.*
Effective immediately that window has gotten even smaller and as a result, our cancellation policy and procedures have changed, along with the fees we charge for cancelling an order on your behalf.
This is a trade-off for our new shipping software that now allows us to put order processing into motion more quickly.
IF YOU REQUEST AN ORDER TO BE CANCELLED THAT HAS ALREADY BATCHED AND PRINTED AND IS IN THE PROCESSING STATUS (OPEN/GREEN BOX):
- Customer Service first looks to see if the order has been picked. If it hasn't we send a note to the Production Team to pull the order. The fee for this is $3.00
- If the picking process has begun, but it has not yet been completed, we contact the Production Team and they will locate the picker and pull the order. The fee for this is $5.00
- If the picking process has been completed we will let you know that to cancel the order at this point will cost $20.00 per half-hour as we have to pull an employee from the line to try to locate the order so it can be canceled. Please understand that once an order has been picked, it can be in any number of locations, from the packers' line, to anywhere in the remaining part of the process, ie. conveyer, shipping station, or already on the carrier's pallet to be picked up.
If you have any questions at all about this new procedure, please create a support ticket and we will be glad to make contact with you and make sure your questions are answered.
*Remember - you can cancel an order on your own if it is still in the "Pending" status (yellow/open box).