Use Case:
- Store reached out asking for assistance to cancel/refund an order:
- Order Stuck in “Web Exception” or “Pending Authorization” preventing store from cancelling:
- Student charged, unable to locate an order.
Questions/steps that allow us to isolate the issue.
- Is the store reaching out regarding an online order or a direct sales order?
Please Note: Order placed directly in the store should be escalated to the COREPOS Team for assistance.
Step By Step Guide:
- Verify where the order was placed: (Direct Sales Order Should Immediately Be Escalated To The CORE POS Team)
- Gathering all the order details, Web and Soda order #:
- Log in to you soda account and follow the steps below:
SODA Cancellation: https://my.modsquad.com/spaces/1113/follett/wiki/view/86036/soda-cancellations
Digital Item Cancellation: https://my.modsquad.com/spaces/1113/follett/wiki/view/86081/soda-digital-refunds
- Verify Refund/cancellation status by following the steps here https://my.modsquad.com/spaces/1113/follett/wiki/view/86037/soda-credit-auth-log
- If you received an error message while attempting to cancel/refund the order, escalate to the SODA team.
IMPORTANT NOTE: Escalation “Must” include an image and details of the error you received when you attempted to complete the request on your end