Purpose

 


To help customers place fresh orders when they want to cancel their order for the below reasons 




Document title

Cancellations  Vs New Orders

Current Version

1.1

Status

Live

Document Owner

Process Excellence Team

Approved by

 Chethan Kumar


 Responsibility:

 

●       Check for the customer's reason for canceling his order and if the customer wants to exchange with a new order, help customer place an order on an immediate basis 

To Place an order as per customer requirement 

 

 

Stakeholders:

 

      ●    L1_INBOUND

  • L1_EMAIL

  • L1_CHAT

  • L2_EMAIL


 

 

Reference

 

  •  SHOPIFY

  • SHIPROCKET

Process Overview

 

Below is the process to be followed when the customer contacts to cancel his order and wants to place a new order 

L1 will take necessary information such as product SKU, Product size, color, variant and paste in private note and inform the customer that a new order will be placed on customer behalf Floor support to immediately place a fresh order team to escalate the cases to external teams in real-time within 24 hours to get the resolutions faster.

 

Issue – Sub issue

 

    

Group: Delivery & Shipments

Type: Other Products 

Issue: Order to Delivery

Sub Issue: Cancellation request -Fresh order 





Customer VOC

Next Action

Our Action

I want to place a different variant, size, color








































FOR SME/Floor Support


How to place an order and share a link for payment 

The customer wants to place a new order while canceling old order










































As soon as the existing order is canceled, We will create a voucher for the same value and place a new order.


In case there is an excessive amount from the previous order, we will inform the customer to pay the excess amount on COD.

In case the new order value is the same, we place the new order and inform the customer of the details and new order ID.


In case, the new order value is less than the existing order, we will refund the customer via Razorpay and inform the customer to fill in the link to get the remaining amount. 


In the above scenarios for prepaid, we will email the customer on exact details of the new order ID.

L1 Action: Consultant to check with the customer the reason for cancellation and capture clearly in Private notes.

L1 will check with the customer for his complete details for placing new order

-Product details

-Size

-Colour

-Inform the customer of the price of the product

Reconfirm that we will share a link for the customer to pay the amount on his new order 


L1 will fill in details in the tracker and escalate the case.


L2 Action


L2 team will pick the cases from Tracker in real time, consume data from private notes, and place orders on the customer's behalf.


Call the customer to confirm the order once and share a payment link with customer.







 History:


Document created by

Sandhya.G

02/04/2023