Zendesk Customer Classification: Order Management & Cancellation_ Cancellation_request
WHEN TO USE:
The customer would like to cancel due to changing their mind, or no longer wants to wait for their lead time item or the customer may have placed a duplicate order in error.
HOW TO USE:
First, check the status of the order :
There are various cancellation types and actions based on the order status.
- Full order cancellation
- Item cancellation
Full Order Cancellation
Customers can cancel the entire order if not yet paid for.
If the customer has already paid and wishes to pay for the order, CS needs to action the request and will auto credit based on the payment method - all payment methods excluding Mobicred and Nsfas wallet ( these needs to be sent to Finance to credit)
This needs to be actioned by CS.
If OBI has been created, you are unable to cancel the order until it is shipped and we are able to create MRRN request.
an MRRN requests allow us to cancel and credit the customer, however, this is only available for TDT Deliveries.
This action will be executed by a 2ic, TL or Tier 2 team.
Under Order Items, you would neef=d to go to the little pen icon tight next to the item that needs to be cancelled.
By clicking on the little pen icon, you will get 2 options; the cancel option and the return option. You will click on the cancel option.
Once you’ve clicked on the cancel option, you will need to select the reason the customer would like to cancel.
Once you’ve selected the reason, you can then select Cancel Order.
Since you can only cancel an item before the statuses changes to Shipped, the system will guide you should you not be able to cancel and give you the reason why.