1.1 Purpose

To capture why customers are canceling the order before dispatch. To help the customer cancel his order on time to avoid fulfillment of the order. 


Document title

Cancellations Reasons

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 the customer place an order on an immediate basis by filling out the Cancellations Retention Process which will be handled by TL and help place the order as per the customer's requirement.


Existing Process:


If the customer insists on canceling the order, capture the reason why they want to cancel the order, capture the reason in private notes, and escalate the case to the L2 team for cancellations. Inform the customer that cancellation will be done within 24 hours of time.


For Fulfilled Orders,COD and Prepaid Orders  L1 will escalate to L2 for cancellations.


For Unfulfilled Orders, In the case of COD orders,where there are no AWB numbers mentioned ,  L1 will cancel on Shopify if the Status in Shiprocket is as 

  • Pick Up Scheduled

  • Pick Up Generated

  • Pick Up Exception 

 

1.2. New Process Overview

 

If the customer insists on canceling the order, capture the reason why they want to cancel the order, and escalate the case to the L2 team for cancellations. Inform the customer that cancellation will be done within 24 hours of time.


Now on agent canceling the order on Shopify will add a TAG on Shopify as per customer VOC.

The TAGs are added under section 1.3 for reference. This is mandatory and needs to be added to whoever cancels the order as per the private note captured by L1 in Freshdesk


IMPORTANT: For Orders getting canceled via COD verification, TAG must be added as well.



Further:

For Unfulfilled  COD orders where L1 will cancel on Shopify, L1 will be adding TAG as per customer VOC

For Fulfilled orders(COD/Prepaid) where L2 can cancel order , L2 will be adding a TAG as per customer VOC


 

Issue – Sub issue

 

    

Group: Delivery & Shipments

Type: Other Products 

Issue: Order to Delivery

Sub Issue: Cancellation requested




Customer VOC

Next Action

Our Action

I want to cancel my order

L1 will ask the reason for the cancellation.

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

L1 will capture the reasons and escalate the case to L2.


For Unfulfilled  COD orders where L1 will cancel on Shopify, L1 will be adding TAG as per customer VOC

For Fulfilled orders(COD/Prepaid) where L2 can cancel order , L2 will be adding a TAG as per customer VOC



L2 Action


L2 team will cancel the order and capture the TAG as per private notes added by L2.


L2 will cancel the order and inform the customer about cancellation.

L2 will move the case to RER for refunds in case of Prepaid








1.3   TAG


  • Cancellation_IVR

  • Stock_Out

  • Forgot_to_add_Coupons

  • Changed_Mind

  • Found _better_product

  • Found_better_price

  • FreshOrder_Placed

  • Delivery_Timelines

  • Convert_To_Prepaid



Below is the Screenshot on Shopify where TAGs will be added



Important : Agents need to manual paste the TAG and add them. We should not be typing any manually.

://docs.google.com/spreadsheets/d/1dc7Y6WzgBAOnIFdXIVBsBk_mq9j3_lVSDfz0mmTOVP4/edit#gid=0LiLiunk History:


Document created by

Sandhya.G

10/04/2023