Final answer:
When a customer wants to cancel an order after an invoice has been created and sent, you should acknowledge their request, update order status, and review your cancellation policy. Communicate any fees or penalties and issue a refund if necessary.
Step-by-step explanation:
If a customer calls to cancel an order after you have already created and mailed an invoice, you should handle the situation professionally and efficiently. The first step is to acknowledge the customer's request and confirm the cancellation. Then, you should update the order status in your records and adjust any inventory or stock levels accordingly.
Next, you should review your cancellation policy to determine if there are any applicable fees or penalties. Communicate this information transparently and politely to the customer, ensuring they understand the implications of the cancellation.
Finally, you may need to issue a credit memo or refund to the customer based on your company's policies. Keep records of all communication and actions taken in case of any future disputes.