Reminder! When Clients Cancel a Physical Order

When a request is made to a Fulfillment House to intercept a Physical Order, it must also be cancelled in the eGifter Client Access Portal™ (CAP) at the same time. 

Why this matters: If the cancellation is not completed in CAP, our monitoring systems will flag the order as “Late”.  In turn, a series of actions will be taken, all of which are unnecessary because the order is not truly "Late". 
 
When to use this process: Any time someone directly asks a Fulfillment House to stop a Physical Order already in motion, the steps below should be followed concurrently.
 
Steps:

1. Submit a Request to pull a physical item from fulfillment, if possible.
2. Upon confirmation, navigate to CAP, locate the desired order, click the "Cancel" button on the Service Order page, and add an explanatory comment.
3. Address any payment or accounting impact to ensure reconciliations are handled appropriately.
4. Re-place the order if a replacement is needed.

Important: The shipment interception and the CAP cancellation must occur together. An order that is pulled but left active in our system will trigger "Late” status which we are trying to avoid.
 
Thank you for keeping this process top of mind! It helps us deliver toward smooth customer experiences and improve our internal efficiencies.