Starting immediately, any "change of mind" orders will be passed back to you - even if the item has been delivered. So this basically means if the customer has changed their mind about an item they have ordered.
We are hoping this will mean that you will have a chance to save more orders :)
The only ones we will not pass through is if the items have been damaged, these will be passed to customer service as normal, via replymanager.
If the customer is adamant on just getting a refund, you can email the customer service team (this must go through reply manager and not to personal emails).
Please ensure these are marked as "change of mind" on the refund sheet.