If a customer wants to cancel their order is, consider using one of the following two templates as your response:
Answer 1 (If you have not yet dispatched the order): Thank you for your message, we have gone ahead and cancelled the order and processed a full refund. The funds will be refunded via your method of payment and may take 3 to 5 business days to be visible in your account.
Answer 2 (order has been dispatched and you cannot recall it from the courier): “Please note, your order has already been dispatched and unfortunately we are unable to recall the delivery with our courier. As such, your request falls under our “change of mind” policy [provide the policy details]. Please follow one of the below processes in order to return the item: A. Reject the order and have it ‘Returned to Sender’ - when we receive it back you will be refunded less the cost of shipping $XX. B. If you cannot reject the order, please send it back to this address: [Address:] Once receipted and it is found to be in original saleable condition, you will be refunded in full less the cost of initial shipping $XX.”