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HD Brands - Service - 846 Order Modification Request Holds

Understanding when and how to use the 846 Order Modification Request hold is crucial for managing customer requests efficiently. This article outlines the appropriate scenarios for setting an 846 hold when an item is in Included in Shipment status and a customer requests a change, cancellation, refund, or replacement. By following these steps, you can ensure accurate order modifications while maintaining clear communication with customers.

When setting an Order Modification Hold: ⛔ You MUST NOT do a charge adjustment for the issue.

⛔ You MUST NOT promise the customer a specific delivery date.

⛔ You MUST NOT set an 846 Order Modification hold to hold a shipment.

✅ You MUST enter complete instructions for what the customer is asking.

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