Cancellation of Samsung Galaxy S III pre-orders supported

For those 'just-in-case' scenarios... once again, cancellation of pre-orders will be supported. This is partly in response to the problem earlier today.

• Requests to Cancel Pre-Orders in Fulfillment Hold for the Samsung Galaxy III will be supported.


• Escalations is supporting cancellations of pre-ordered Samsung Galaxy S III devices until the window of opportunity to cancel expires.

Window of Opportunity:

• The window of opportunity is the time period customers have to cancel pre-orders and is determined by warehouse activities.


• The window closes when inventory is received by the warehouse and preparations begin for order shipment.


• Once the window closes, the opportunity for customers to cancel their pre-order ends and no further cancellations can be supported.


• This can cause customers to be dissatisfied, and must be explained in terms of warehouse limitations

While pre-order cancellations are being supported:

• OS specialists:
  
  
  
  • Until further notice, transfer customers wishing to cancel a Pre-Order for the Samsung Galaxy S III, per existing documentation, to Escalations/Help Desk.
  
  
  
  


• Escalations specialists:
  
  
  
  • Follow existing process to support requested Cancellations.
  
  
  • DO NOT force the order to cancel, but instead wait for the system to complete either a successful (order falls to ACA) or unsuccessful cancellation (order falls to AEQ) and then follow existing processes through to completion
  
  
  
  

• After the window of opportunity to cancel has passed:
  
  
  
  • For ESCALATED scenarios ONLY, where customers threaten legal action or continued escalation, engage your Vendor Manager and Program Manager.