How to cancel an order

I made an accidental purchase night of 12.30.2023 and also placed a cancellation the very same minute. I knew it was new year’s holiday weekend and no one would be working in the warehouse to process the order. This morning, (01.01.24) I received an email saying that the order cannot be canceled but is processing, when the order status is currently showing “pending", not "processing".
In addition, your customers are being charged $14.99 for shipping for their order, so "free" return is not so much free, but rather, it is already paid for.
I am not sure why there is even a category for "cancel order" when it is not offered/possible. I literally placed for cancellation the very same minute I placed the order.
This very unfortunate to run a business and misleading your customers. I have recommended your online store to my friends since my first purchase, but I will make sure I retrieve my recommendations to them.

Ash123
  • Posted by: Ash123
  • January 1, 2024
  • 1309 views
  • 4 Comments

4 Comments

Ash123
Ash123 January 2, 2024
yea, I see that you guys copy and paste the same responses as the received email. MY POINT IS THAT CANCEL ORDER IS NOT A ACHIEVABLE SERVICE BUT IT IS OFFERED TO JUST MISLEAD CUSTOMERS. Like I said, even though the an order cancellation request was made the very same minute the accidental order was placed.
 
Customer-Care-Michelle
Customer-Care-Michelle January 2, 2024
Hello Hye, Unfortunately, once an order has been processed we can no longer cancel an order. Occasionally, this is the case even when the ship date is a few days away, since catching or pulling an order requires time and labor and depends upon factors like the warehouse and studio staff’s capacity.

Thank you for promptly reaching out to our Care team for assistance. We're pleased to see that one of our Agents is actively addressing the accidental order placement. We understand the situation, and we're happy to assist with a solution. For items that we were unable to cancel, we'll provide a free return label. It's worth noting that Food52 provides free shipping on orders of $199 and above. If your order falls below this threshold, there's a flat rate shipping fee of $14.99 per order.

Considering you intended to add more items before checkout, if the total of your additional items exceeds $199, we will gladly credit back the $14.99 to your account as Shop Credit. We appreciate your understanding and are here to assist you throughout this process.
 
barbaratremblay
barbaratremblay January 2, 2024
According to https://support.food52.com/hc/en-us/articles/17393258004883-Can-I-cancel-my-order- , once an order has been processed, it cannot be canceled. Occasionally, this is the case even when the ship date is a few days away, since catching or pulling an order requires time and labor, and is dependent upon factors like the warehouse and studio staff’s capacity. However, you can still return the item for a refund. Just contact them as soon as you receive it (please let them know that you wanted to cancel but couldn’t), and they’ll set you up with a return label.

Regarding the shipping fee, according to their website, they offer free shipping on orders over $100. If your order is under $100, there is a flat rate shipping fee of $14.99.
 
Customer-Care-Michelle
Customer-Care-Michelle January 2, 2024
Thanks for your reply here, Barbara! We love to see our Community members supporting one another. Just to clarify, Food52 offers free shipping to orders $199 and above and we are always happy to assist customers who reach out to us at [email protected]!
 
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