Zendesk Customer Classification: order_management___cancellation____cancelled_order
It may occur at times that the customer’s order gets canceled, either due to non-payment or due to a pick failure. In this case, we would contact the customer and update them. It did happen that the customer would contact us before we reach out first.
When this occurs, take down the customer’s order number and double-check the status of the order first. You would do this on CS Portal where you would see if the reason the item or order was canceled was due to non-payment or a pick failure.
Should the customer have made the payment, a credit of the item or order amount would be credited on the customer’s profile. If the credit is not reflecting, you would need to request a credit be applied by the Tier 3 Credits Team.
It’s important to note that with a COD payment, a credit would not be applied as we would not have received the customer’s payment.