All orders are considered binding, and any cancellations are subject to a fee of S$200 plus any negative market development toward BullionStar.

When a customer writes in to cancel and order, do the following

Whenever placing an order, a customer must select Agree to Terms and Condition, thereby ensuring any placed order is subject to them.


  1. Step one, ask the customer why they are cancelling the order, and inform them of the cancellation fee. If they need to cancel to change payment method, or delivery method, we can assist them with that instead. You can use the Canned response for this.
    • Dear

      Good day to you and thank you for contacting BullionStar.

      The order is already being processed and a cancellation will incur a processing fee. May we know the reason for your request?

      I look forward to assisting you with this matter.

      Best Regards,
  2. Once the customer responds, if this is their FIRST cancellation, inform them that we will need to seek management approval to waive the cancellation fee for this time around only. Alternatively, you can say that you have already sought management approval, and will waive the fees for this time around only
  3. Re-iterate to them that any future cancellations will incur cancellation fees. 
  4. Let accounts know to clear any payment as needed, and abort the order. 
  5. Add order notes to the order, as well as the account , noting: Abort fee waived one time, informed customer that any future cancellations will incur fees. No further waiver allowed / (your initials)