I have a customer who requested an order cancellation through the messaging system in the proper way. Therefore, I am in no way worried about metrics or anything like that. However, the order is still in pending status and I have no access to any of the details yet. I cannot cancel it as they requested.
I wrote the customer back explaining this and asking them if they still have the option to cancel through their order details, and that if they did not I can cancel it once payment is received as I do not have full access to the order details until that point.
Is there any way around this? I just am worried that if the customer cannot cancel themselves (obviously why they messaged me to do it on their behalf), that then they could get upset that I cannot cancel it for them. It just seems kind of backwards to me. Suggestions?