HOW TO HANDLE ON HOLD ORDERS

1. CALL THE CUSTOMER OR SEND AN EMAIL

2. AFTER 24 -48 HOURS OF NO RESPONSE FROM THE CUSTOMER, CANCEL THE ORDER AND PROCESS THE REFUND

PLEASE CHECK SUGGESTED TEMPLATE BELOW:

• INITIAL EMAIL

Dear Customer Good day. We hope all is well.

Sorry to inform you that our system will automatically cancel your order since it has been “On Hold” for fourteen days due to XXXXXXXXXXX. We tried to contact you several times regarding this but no success. We will proceed with your full refund via original payment method unless you want to continue with your order. Please get back to us within 24-48 hours if you wish to continue with your purchase.

Thank you for your understanding. Hope to hear from you soon.

Should you need assistance, please do not hesitate to contact us.

Kind Regards,

Customer Care

• IF CUSTOMER DID NOT REPLY

Hi xxx

Good Day! We hope all is well.

We are really sorry to inform you that we are unable to process the shipment for the item that you ordered from us due to verification issues. We have attempted to call you several times/sent you an email to confirm your order but unfortunate to get a response. We have noticed that your order has been “on hold” since (date item was on hold) and have therefore canceled your order and will be refunding you (amount paid) via your original payment method. Please accept our sincerest apologies for the inconvenience this may have caused.

Many thanks for your kind understanding and patience regarding this matter and we hope that you may find a suitable alternative product from our store to purchase in lieu of your unsuccessful order.

If in case you still have any inquiry,please do not hesitate to contact us back. We are here to help. Have a great day :)

Kind Regards,

Customer Care