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This SOP explains how to handle customer order cancellation requests so that:
We do not immediately cancel orders.
We do not overpromise on refunds or timelines.
A manager reviews every cancellation request.
The Retention Team has an opportunity to save the deal where appropriate.
This applies to all CarManana:
Salespeople / Agents
Managers
Retention Team
For:
New vehicle orders
Used vehicle orders
Special sourcing / acquisition orders
3.1 Salesperson / Agent
When a customer requests a cancellation, the salesperson must:
Acknowledge the request professionally.
Explain there is a process and a manager will review it.
Not promise deposit refunds, timelines, or special exceptions.
Log a detailed activity in the CRM explaining why the customer wants to cancel.
Change the deal status to “Losing Order – Cancellation Requested”.
Create/assign an activity for the Manager to review and contact the client.
Stop negotiating after setting the activity – the next contact must be the manager.
3.2 Manager
The manager must:
Review all notes, activities, call recordings, and emails related to the order.
Make the first contact with the customer after the cancellation request.
Clarify the customer’s situation, expectations, and main reason for cancelling.
Decide whether to:
Approve full cancellation, or
Attempt to save the deal and assign it to the Retention Team with a clear plan.
Document the final decision and any conditions in the CRM.
3.3 Retention Team
The retention team must:
Follow the manager’s instructions and approved retention offer.
Contact the client to present solutions or offers.
Record the customer’s response and final outcome in the CRM.
Not offer anything beyond what the manager approved.
Step 1 – Customer Requests Cancellation (Salesperson)
When a customer says they want to cancel (phone, email, text, etc.):
Stay calm and respectful.
Do not argue.
Move into the cancellation review process.
Sample script:
“I understand you’d like to cancel your order. We do have a formal process for that so a manager can review everything and make sure it’s handled properly.”
Step 2 – Explain the Process & Set Expectations (Salesperson)
The salesperson must clearly explain:
A manager will review the request and contact the customer.
The order is not instantly cancelled on the spot.
The salesperson cannot confirm any deposit refund or timeline.
Sample script:
“I’ll note your cancellation request and submit it to my manager. They’ll review your file and contact you to go over next steps and options. I can’t confirm any refund or timeline right now — that’s handled by management according to our policies and your agreement.”
The salesperson must not say:
“Your deposit is guaranteed refundable.”
“We’ll definitely refund everything.”
“We’ll cancel it right away and send the refund today.”
Step 3 – Log Detailed Activity in CRM (Salesperson)
After the call or email:
Create an activity on the order titled something like:
“Cancellation Request – [Customer Name] – [Date]”
In the activity description, include:
Customer’s stated reason for cancelling.
Vehicle/order details.
Any previous issues or complaints.
Customer’s tone (angry, calm, confused, etc.).
Any key phrases or objections they used.
Tell the customer:
“I’m just noting the reason for my manager so they understand exactly what’s going on and can help you properly.”
Step 4 – Change Deal Status (Salesperson)
In the CRM:
Change the deal status to: “Losing Order – Cancellation Requested”.
Create/assign an activity for the Manager with:
Clear summary of the situation.
Due date as soon as possible.
Important:
At this stage, the order is in cancellation review status, not fully cancelled.
The salesperson does not continue negotiating unless directed by the manager.
Step 5 – Manager First Contact
The first contact after the cancellation request must be from the Manager, not the salesperson.
Manager actions:
Review:
CRM activities and notes.
Call recordings (if available).
Emails and any attachments.
Call the customer (preferred). If unreachable, send a professional email.
Confirm the facts and listen to the real reason for cancellation.
Manager script:
“Hi [Name], I’m [Manager Name] from CarManana. I saw your request to cancel your order and I want to personally review everything with you and see what’s possible before we finalize anything.”
The manager then decides:
Is the client absolutely committed to cancelling?
Is there a realistic way to save the deal?
Step 6 – Assign to Retention Team (If Applicable)
If there is a chance to retain the client:
Manager creates a Retention Activity in the CRM.
Assigns it to the Retention Team.
Clearly documents:
Approved offers (price adjustments, alternative vehicles, ETA changes, etc.).
Any limits or conditions (how far the team can go).
The retention team:
Contacts the customer.
Presents only the approved solutions.
Records the outcome in the CRM.
Step 7 – Final Outcome & Documentation
The manager and/or retention team must finalize and document one of these outcomes:
Option 1 – Customer Stays (Retained)
Update status back to Active / Won (or the correct active stage).
Document:
What solution or offer retained the client.
Any commitments we made (pricing, ETA, options).
Add follow-up activities if needed.
Option 2 – Order Cancelled (Lost)
Update status to: “Lost – Cancelled by Client”.
Manager documents:
Final decision.
How the deposit or payments were handled according to policy and the agreement.
Ensure all calls and emails are attached to the order for future reference.
For all staff (Sales, Managers, Retention):
Do:
Be respectful, calm, and professional.
Listen fully to why the customer wants to cancel.
Explain that management will review and handle the request.
Document everything clearly in the CRM.
Do Not:
Promise refunds or timelines if you are not the manager.
Give legal or tax advice.
Blame the customer, dealer, or other team members.
Use emotional or aggressive language.
Cancellation calls and related emails may be reviewed for:
Accuracy and honesty.
No overpromising on refunds.
Proper use of this SOP and CRM activities.
Non-compliance (for example: cancelling without manager review, promising refunds, failing to log activities) may lead to:
Coaching and retraining.
Loss of access to certain stages.
Disciplinary action according to company policy.
Use these as needed when talking to customers:
A. When the customer says “Cancel my order”
“I understand you’d like to cancel. We have a formal process so a manager can review your order and make sure everything is handled properly. I’ll document your request and the reason, and my manager will contact you directly to go over next steps.”
B. When the customer asks about deposit refunds
“I can’t confirm any refund details on this call. Refunds and cancellations are reviewed by management according to our policies and the agreement you signed. The manager will go over that with you.”
C. When closing the call after logging the reason
“Thanks for explaining everything. I’ve added your cancellation request and the details for my manager. They’ll review your file and reach out to you directly with options and next steps.”