CANCEL ORDERS BUT NO RETURN / REFUND STATED ON SITE

[ampador]

Hello,

Because my clothing brand is pre order (for now), I unfortunately do not accept returns / refunds. What would be the process if someone tries to cancel and I have a no refund / no return policy, and it is stated on my site? Are they still able to cancel? What am I able to do on my end to block a cancellation request and refer them to my policies which state that there are no return or refunds? How would something like this work? 

Thank you in advance! 

[magecomp]

Hello @ampador 

Here's how to handle cancellation requests for pre-ordered clothing with a no-refund/no-return policy:

Transparency is Key:

• Make sure your no-return/no-refund policy is clearly outlined on your product pages, shopping cart, and FAQ section. Use bold text and easy-to-understand language.

• For pre-orders specifically, add a disclaimer during checkout stating that the purchase is a pre-order and confirming their understanding of the no-cancellation policy.

• You can make some collection/pages hidden by using the Shoplock Shopify App

Handling Cancellations:

• When a customer requests a cancellation, politely acknowledge their email or message.

• Directly reference your return/refund policy and the pre-order disclaimer they agreed to during checkout.

• You can offer store credit for a future purchase as a courtesy (not required). This might incentivize them to keep the order or use the credit later.

• Maintain a professional and courteous tone throughout the communication.

Here's a possible cancellation response template:

"Thank you for contacting us regarding your order cancellation request. We understand that circumstances can change, but unfortunately, as per our clearly stated return and refund policy [link to policy] and the pre-order disclaimer you agreed to during checkout, cancellations are not possible for pre-ordered items.

We recommend reviewing our policy for future reference. However, as a courtesy, we can offer you store credit for the full amount of your order, which you can use for any future purchase on our website"

Blocking Cancellations (Limited Options):

• Unfortunately, most payment processors don't allow merchants to block cancellations after the payment is authorized. The customer might still be able to dispute the charge with their bank, causing a potential headache.

• Focus on clear communication and a well-defined policy to minimize cancellation requests.

[Jo_EarlyBird]

Hey Ampador, 

You should research the consumer protection laws in the regions you're selling to. Some of them would require you to give customers the rights to cancel their pre-orders if the shipment takes longer than X days.

Like Magecomp has mentioned, make sure you state your policies clearly throughout their purchase journey. Our pre-order app helps you send a pre-order delayed update (email) to all customers in one-click, to keep them informed about the shipment progress and in hopes they'd be less likely to request a cancel/refund.

That said, you should still be prepared some customers might dispute the charge with their credit card company.