The customer can cancel the order. However, we obviously need to catch this before the item is labelled and/or dispatched. At that point, it will be too late. 

Usually, that happens about 2-3 hours after the order is placed, if during working hours. If not, it is usually straight forward. 

Firstly, go into Blade and find the order in question. 

Scenario 1 - the order has not been dispatched or packed (awaiting dispatch) yet. 

If the customer has expressly asked to cancel it, cancel the goodsout and confirm. 

Next, go into Shopify and refund the order in full. The customer will get a notification of this. Archive the order.

Finally, reply to the customer and confirm their order has been cancelled. 

Scenario 2 - the order has been dispatched, and cannot be cancelled on the warehouse

Reply to the customer and say that the order has already been labelled and sent for dispatch. We cannot retrieve the order now as its with thousands of other parcels and it is sadly not possible to find it. However, if they return it once received, or reject the delivery at the point of delivery, we can get it refunded once it arrives back at our warehouse.