What to be aware of when cancelling split orders
Split orders require extra care when cancelling, this is because customers are not always aware their order was split. Even though we advise customers of split orders when their order is accepted by a Supplier, many fail to read these emails. They purchased a basket of items as one order and may still believe their order is the full original order.
When cancelling an order always check if the order has any associated orders.
Confirm you are cancelling the correct order. If a customer requests to cancel an order and the order has been split, confirm all the items that will be cancelled.
If a Supplier cancels a split order or a split order is expired, ensure the customer is advised of the orders that are being cancelled. The customer must be made aware of any associated orders and their status in writing via email.
This is especially important for orders that have associated orders which contain fixings. If the bulk of the original order is cancelled and an associated order with fixings is still being delivered, a customer may want to cancel the fixings as well.