• Quick Tutorial on Canceling Orders and Broadtime support
We have new and existing customers that are confused by the order processing steps, particularly how to cancel orders that have been submitted to AEC for fulfillment.
We have a video tutorial on processing orders that everyone should take a few minutes to watch. https://broadtime.com/StoreManual
In short, when a customer contacts you and wants to cancel a preorder, and you have submitted to AEC to fill, there are a few easy steps to get this taken care of.
1. Contact Broadtime using
so that we may log in to AEC’s warehouse system and cancel the preorder for you. It is not possible for us to automate.
It's important to remember that canceling an order in Tuneportals DOES NOT CANCEL THE AEC ORDER and it will still ship if we are not contacted to cancel.
We will email you back and leave a message in the internal comments when it's canceled.
2. Similarly, canceling the order with AEC and in Tuneportals does not refund via Stripe, you must log in to Stripe, issue the refund and provide a reason. We make it easy by providing a link in the order history, right to that transaction at Stripe.
You must refund via Stripe as we charge for preorders in advance.
3. Finally, you must CANCEL the order in Tuneportals.
To help with this process, AS OF TODAY (DECEMBER 4), when you cancel or complete an order that is still at Alliance, you will get a dialog box warning (that goes away) and an email to alert you that the order still needs to be canceled with Broadtime at AEC. Hopefully, this will make the process smoother for everyone.
As always, we're here to help if you have any questions along the way. The best way to reach us and get a quick response is to use email@example.com
• Sturgill Simpson Note
You guys sold a lot of Sturgill preorders back in October and they are going to start shipping next week. We feel good about our direct fulfillment fill at this time since we cut it off at the appropriate time.
I'm REMINDING you now, that the funds for all of these were received in October, and since they are shipping in December, the INVOICE for those will come in January. I want to help everyone plan for that cashflow.