Overview

If a customer requests to cancel an order that has already shipped, it’s too late to cancel.
Instead, treat it as a return request and follow the steps below to ensure timely handling.

1. Initial Actions

  1. Create a Return Request for all items the customer wanted to cancel.

  2. Request a Return to Sender (RTS) from the vendor to attempt carrier interception.

    Note: This is only a request and cannot be guaranteed.

  3. Provide the RMA and Return Labels to the customer as soon as available.

  4. Coordinate with the Marketplace Return Team for label issuance if needed.

2. Vendor Request for RTV — CRM Update

  • Email the vendor immediately to request carrier interception and a Return to Vendor (RTV).
    Vendors, as the Shipper of Origin, are best positioned to submit this to the carrier — even if shipped using our FedEx Third Party account.

  • Update CRM status to “RTV Pending.”

3. Creating a Return Stamp (Autoplicity Portal)

To create a return stamp:

  1. Go to Autoplicity.com → Check My Order

  2. Enter the Order Number and ZIP Code

  3. Under Reason, select Changed My Mind

  4. In Return Comments, enter:

    “Unable to cancel shipped order — RTV & RMA request. Return needed.”

4. Vendor RMA Request

Send an outbound email to the vendor requesting RMA approval.

  • For large warehouse distributors (e.g., Meyers, Turn14, Keystone), obtain RMA and create a return label directly through their vendor portal.


Email Template:

Subject: Urgent RTV/RMA Request — [Order # / PO #]

Hello [Vendor Name],

We need your assistance with the following order. If shipment cannot be canceled, please contact the carrier to intercept the package and return it to sender, as you are the Shipper of Origin.

Kindly provide an RMA number within 48 hours. If none is received, we may issue our own return labels referencing our PO#.

Please advise if any fees or adjustments will apply.

Tracking: [Insert tracking link]

Thank you,
[Your Name]
[Your Team / Department]

5. Customer Response — Order Shipped / Return Option


Email Template:

Subject: Your Order Has Shipped — Return Instructions

Dear [Customer Name],

Your order has already shipped and can no longer be canceled. We will attempt to stop the shipment, but this is not guaranteed.

You may:

  1. Reject the package upon delivery so it returns to sender, or

  2. Return it using a seller-issued return label (to be provided once RMA is approved).

Alternatively, you may also submit a return through your Amazon account at www.amazon.com/returns.

Tracking: [Insert tracking link]

Fees or restrictions may apply per our Amazon storefront policy:
Autoplicity Storefront Terms

Thank you,
[Your Name]
[Autoplicity Support Team]

6. Issuing a Return Label

  • If the vendor approves or accepts our Autoplicity RMA (PO#), send the return label to the customer immediately.

  • If the RMA is pending, reassign the ticket to MARKETPLACE RETURNS in Freshdesk so the team can upload and send the label once available.


Email Template — Return Label Granted

Subject: Return Label and RMA Approved — [Order #]

Dear [Customer Name],

Your RMA has been approved. Please find your seller-funded return label attached.

Return Options:

  1. Reject the shipment upon delivery — notify us if you choose this option.

  2. Return via the attached label — ensure the item remains in original, unused condition.

Once the return is received, your refund will be processed to your original payment method within 3–5 business days.

Please let us know if you have any questions.

Sincerely,
[Your Name]
[Autoplicity Support Team]