Zendesk customer classification: order_management___cancellation____order_item_change_request
Customers may contact us requesting to swap an item, add an item or remove an item out of their order.
The first thing we would need to do is to check the customer’s order status. Once a payment has been made, we are unable to make any changes on the customer’s order. However, should the status of the order be “Awaiting Payment”, although we would not be able to increase or reduce the quantity for the customer, we can cancel the order and advise the customer start over placing the order.
To cancel the customer’s order on CS Portal, you’d simply need to go to Order Items.
By clicking on the pen icon next to department icon, you’ll get a drop down with an option to cancel the order.
Once you’ve selected the option to cancel the order, you can select the reason code as “Customer Request”.
Alternatively, you can walk the customer through cancelling the order themselves in order for them to self serve in future. To cancel their order, the customer would need to go to Order under My Account on their account profile.
By clicking on the Order Details on the right handside of the screen, the order details will appear with the option to Cancel the order.
Once the option to cancel has been selected along with the reason code, a cancellation confirmation will pop up.