Change or cancel a ship-to order

1. Expand Advanced Actions > Cancel Order.
2. Select a drop-down reason:
   • Customer Changed Mind
   • Customer Referred to Retail
   • No Credit Card Available
   • Rekey
3. Enter additional details around order cancellation request.
4. Select Cancel Order.
5. When the confirmation box appears, select Continue. In the "Advanced options" section, the confirmation message "Your order has been canceled" will appear.
6. Advise the customer their order has been canceled and they will not be charged.

Credit Card Update Tool cancel steps

• In the Credit Card Update tool search for the order using the DASH Order number. Service Partners must access via Citrix or a browser window opened via Atlas.
• Navigate to the Order Status tab.
• Select the appropriate reason for cancellation within the Reason for Rejection drop-down.
• Select Cancel.
  • If order is not found in CCUT or if the Cancel button is not available, follow the "Cancel not available in CCUT" status below.
  • Advise the customer to contact us after they receive the device to process a return. Provide the phone number and hours for Web & Telesales Support.
• Select Yes at the warning screen.
  • If orders are locked due to multiple users accessing it at the same time, the cancellation will be deferred until orders are accessible.
  • In these situations, users will see the following message upon cancellation: 'Request has been captured and order will be canceled in the next 24 hours'.
• Advise customers their orders have been canceled and they will not be charged.

Backordered devices

• Using ATLAS/Samson, determine if the line associated with the order is in Temporary TMPS suspension.
• To see if a line is on Temporary suspension in Samson:
• Access Agreement tab.
• Select Subscriber List.
• Select the following:
  • Status column: Suspended
  • Reason column: TMPS
• If the line(s) is in TMPS suspend, you must:
• Advise the customer that they have a MSISDN in temporary suspension that needs to be addressed.
• Warm transfer the customer to Customer Care. Customer Care will take the following steps based on the scenario:
  • Replace the cancelled order with a new upgrade order on existing MSISDN:
    • Resume the line from temporary suspension.
    • Place the new upgrade order on the existing line.
    • Re-suspend for Temporary suspension.
    • Set up a follow-up to resume the line of service after the expected ship date of the order. The suspended line will not automatically resume upon shipment of a replacement order.
  • Cancel the existing MSISDN:
    • Restore the line from Temporary TMPS suspension.
    • Cancel the line.

If the customer wants to activate a new line of service

• If active lines remain on the existing BAN, follow Add a line: DASH.
• If the account is brand new, and all orders associated with the new account were cancelled in CCUT, start a new order.
  Follow New customer orders: DASH. The customer may be required to re-run credit.

The order is ready for shipment and cannot be canceled. Advise the customer to contact us after they receive the device to process a return. Provide the phone number and hours for Web & Telesales Support. 

1. In the Credit Card Update tool,  search for the order using the Order number. Service Partners must access via Citrix or a browser window opened via Atlas. 
2. Navigate to the "Order Status" tab. 
3. Select the appropriate reason for cancellation within the Reason for Rejection drop-down. 
4. Select Cancel. 
   • If order is not found in CCUT or if the "Cancel" button is not available, follow the "Cancel not available in CCUT" status below.
   • Advise the customer to contact us after they receive the device to process a return.  
5. Select Yes at the warning screen. 
   • If orders are locked due to multiple users accessing it at the same time, the cancellation will be deferred until orders are accessible. 
   • In these situations, users will see the following message upon cancellation: 'Request has been captured and order will be canceled in the next 24 hours'. 
6. Advise customers their orders have been canceled and they will not be charged.

The order is ready for shipment and cannot be canceled. Advise the customer to contact us after they receive the device to process a return.

This is an online order that was not finished, it will cancel automatically after 30 minutes and cannot be manually changed.

1. In ATLAS > Order Lookup > select Cancel.
2. Advise customers their orders have been canceled and they will not be charged.
3. If a new order is required, follow the steps for Warranty exchanges.

1. In the Credit Card Update tool.opens in a new tab search for the mobile number associated with the upgrade. (Service Partners must access via Citrix or a browser window opened via Atlas.)
2. Review the status updates in the Order Status field on the Sales tab.
3. Select the appropriate reason for cancellation within the Reason for Rejection drop-down.
4. Select Cancel.
5. Select Yes at the warning screen.
   • If orders are locked due to multiple users accessing it at the same time, the cancellation will be deferred until orders are accessible.
   • In these situations, users will see the following message upon cancellation: 'Request has been captured and order will be canceled in the next 24 hours'.
6. Advise customers their orders have been canceled and they will not be charged.
7. If a new order is required, follow the steps for Warranty exchanges.

Follow steps in Order stuck in Pending or Mis-shipped status.

• The order is ready for shipment and cannot be cancelled.
• Advise the customer to contact us after they receive the device to process a return.
• Customers can choose to wait to complete their return or place a new order now.
  • Their ECA will not be reset until the original device is returned.
  • To place a new order today, follow the steps for Warranty exchanges.