TABLE OF CONTENTS


What is this KB about?


Due to a flaw in the inventory calculation logic—which the relevant inventory allocation teams are currently addressing—we mistakenly overestimated sellable inventory, resulting in the overselling of approximately 40–50 Blake orders on Amazon.

Unfortunately, our upcoming stock replenishment will arrive after the promised delivery dates for these orders.

If we cancel the orders proactively on our end, it will significantly impact our seller cancellation rate, increasing it to around 3%, which exceeds Amazon’s threshold of 2.5%.


OPS will send an initial communication to affected Amazon customers, asking them to cancel their orders and including a SORRY10 voucher as part of the outreach.






Cancellation Workflow for Blake Orders


Step 1:
Customer reaches out requesting a voucher or cancellation of their Blake order. 


Step 2:
Check what type of message was previously sent to the customer to understand context. There will be an automated message of the cancelation as well.


Step 3:
Acknowledge the customer and let them know:
“Thank you for your message! We’ll go ahead and proceed with your cancellation request.”


Step 4:
Check the order status:

  • If Unprocessed → Use Calibrator to escalate to OM
    • Tag Cheng Han
    • Use ticket tag: OPSESCALATION


Step 5:
Once the order is canceled, paste an internal note in the ticket confirming the cancellation has been completed. FreshDesk ticket example: https://mopio.freshdesk.com/a/tickets/55660


Step 6:
Send the following email to the customer:


Hi [Customer Name],

 

I hope you’re doing well!

 

I’m excited to let you know that we’ve processed your cancellation for Order ID [Insert Order ID]. You should see the refund back to your original payment method within 5–7 business days. As a small token of our apology, we would like to offer you a discount code for your next purchase. Use code SORRY10 at checkout to receive 10% off your next order. 


Promo Terms & Conditions:

  1. Valid for one-time use only on https://www.mopio.com
  2. Must be applied at checkout to receive the discount
  3. No minimum purchase required
  4. Cannot be combined with other offers or discounts
  5. Valid until June 30, 2025
  6. Mopio reserves the right to modify or cancel the promotion at any time


We appreciate your time and cooperation. If you have any questions or need further assistance, just give us a shout. Thanks again for choosing Mopio — we can’t wait to serve you again soon! 



FlowChart Process Flow