Cancellation Process
When a customer comes for a cancellation request on his order placed, we will help the customer cancel his order based on certain scenarios and help the customer get his refund back.
We get cancellation requests from Emails, Calls, and IVR calls.
When a customer comes for a cancellation request after an order is placed.
Scenario 1: Order status is Unfulfilled.
Note: If the order is COD, we can cancel the order directly.
If Prepaid, we will cancel, follow the process, and move the group to the RER group.
-We can cancel the order in Shopify and WMS(Unicommerce, Ship turtle, OMS Guru)
-In Shopify, we will have the order ID and we will have to go to More Action→Cancel order
Post this we need to log in to WMS as per brands. Search with Order ID where we will remove the prefix and paste only the numerals.
Here we go to the Edit Option on the left side and click on Cancel.
Scenario 2: Order status is Fulfilled, Order is verified
Note: If the order is COD, we can cancel the order directly.
If Prepaid, we will cancel, follow the process, and move the group to the RER group.
In this case, we can see an AWB number in Shopify under order details.
Copy this AWB number to Shiprocket and cancel the order.
Steps for same
Go to Shiprocket
Go to Orders
Copy the AWB number- This shows the exact order status
Go to the More Action button→Click on Cancel Order.
Actions as per status in ShipRocket.
-Status→ Delivered, In transit, Shipped, Picked Up, Out for delivery, Out for PickUp
We cannot cancel the order at this stage, we ask the customer to refuse the product at the doorstep.
-Status→Pick Up Scheduled, Pick Up Generated, Pick Up Exception
We can cancel the order on ShipRocket with the steps below
Click on the three dots
Click on the Cancel Order option only which will trigger a shipping charges refund to us instantly.
FYI: Do not click on Cancel Shipment which will trigger a refund that takes 3-4 working days for a refund.
L2 action: Agent to capture the order ID in the Refund sheet brand wise where we will pick up and refund the customer respectively.
-Go back to Shopify and click on the 3 dots on the right side and click Cancel Fulfilment.
-Post this the order will reflect as New Order with Unfulfilled status and go to More actions→Cancel Order
Actions:
Action by L1: When L1 gets an inquiry on the cancellation of the product, the agent needs to ask the customer the reason for the cancellation and take the cancellation request and escalate to L2.
L1 will inform the customer if the Status in Shiprocket →Delivered, In transit, Shipped, Picked Up, and Out for delivery that he can refuse at the doorstep and Resolve the ticket.
Tagging :
Group: Delivery & Shipments
Type: Other Products
Issue Type: Order to Delivery
Sub Issue: Cancel Requested
Status: Resolved
L1 to take escalation only if the Status→Pick Up Scheduled, Pick Up Generated, Pick Up Exception
Tagging :
Group: Delivery & Shipments
Type: Other Products
Issue Type: Order to Delivery
Sub Issue: Cancel Requested
Status: Waiting on Internal Update
L2 Agent action:
Once the L2 agent gets a Cancellation request, they will go ahead and cancel the order.
For Unfulfilled Orders -Go to Shopify and WMS tools and cancel.
For Fulfilled Orders - Go to Shopify and Shiprocket and cancel the order.
Important Note: We need to always to make sure that Restock Option shall never be checked/ selected while canceling the order on Shopify.
Reference Picture
Tagging :
Group: Returns Exchange Refunds
Type: Other Products
Issue Type: Order to Delivery
Sub Issue: Cancel Requested
Status: Waiting on Internal Update
Important Note: L2 team needs to always keep track of RER and Cancellation requests hourly basis to avoid misses.
If the status changes from cancellation status () by the time it reached the L2 team, L2 will initiate RTO and provide refunds internally through emails to delivery partners.