DC3 Operations Cancellations

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Cancellation Case Procedure (DS)
Section: Customer Support
Updated: 09/26/2014

Policy: Cancellation cases are created by an Associate for a customers Kohls.com order when
the customer has requested to have his or her order cancelled.

Procedures:
Review the case and read all of the notes in full before proceeding.
Confirm the status of the order and reason for the cancellation before proceeding with
the steps below:
o If the case note is requesting to cancel the order because it was placed fraudulently
and the order is in Submitted status, cancel the order in CSC.
o If the case note is requesting to cancel the order because it was placed fraudulently
and the order is in Fulfillment status, email the corresponding vendor (see Vendor
Contact List) with your request for the cancellation through the DS - Customer
Support queue in Connect. Enter comments in the Notes section that read 1
st

request sent to the vendor to cancel the order per FRAUD Incident XXXXX. Keep the
Status of the case note as Waiting on Vendor, then click on Save & Close in the
upper left-hand side of the screen to save your updates.
o If the case note is requesting to cancel the order due to Kohls error or customer
request and the order is in Submitted status, cancel the order in CSC.
o If the case note is requesting to cancel the order due to Kohls error or customer
request and the order is in Fulfillment status, email the corresponding vendor (see
Vendor Contact List) with your request for the cancellation through the DS -
Customer Support queue in Connect. Enter comments in the Notes section that
read 1
st
request sent to the vendor to cancel the order - Incident XXXXX. Change
the Status of the case note to Solved, then click on Save & Close in the upper left-
hand side of the screen to save your updates.
o If the case is requesting to cancel the order due to fraud, Kohls error or customer
request and the order is in Complete status, please follow the steps below:
UPS
1. Pull up the tracking number or the reference number in Quantum View on
UPS.com
2. Request to return the package to the shipper and submit your request.
3. Enter comments in the Notes section that read Intercepted tracking #XXXXXXX
to return to vendor. Customer will receive credit once vendor receives package.
Incident XXXXX. Change the Status drop-down menu to Solved, then click on
Save & Close in the upper left-hand side of the screen to save your updates.
4. If the package cannot be intercepted through Quantum View, enter comments in
the Notes section that read Unable to cancel order. E-mailed customer to advise
Incident XXXXX. Change the Status drop-down menu to Solved, then click on
Save & Close in the upper left-hand side of the screen to save your updates.
NOTE: If the order was Fraud, DO NOT email the customer. Only note the case.


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FedEx
1. Email the corresponding vendor (see Vendor Contact List) with your request for
the intercept through the DS - Customer Support queue in Connect. Enter
comments in the Notes section that read 1
st
request sent to the vendor to
intercept tracking XXXXXX per FRAUD. Incident XXXXX. Keep the Status of the
case note as Waiting on Vendor, then click on Save & Close in the upper left-
hand side of the screen to save your updates.

Program(s) needed: CSC, Connect, CommerceHub, UPS.com, FedEx.com