Process - Order Cancellation/Address Update FormsUpdated 2 years ago
Process Outline
Monday Boards:
Now there are buttons on the order confirmation email so a customer can easily and quickly submit a request to cancel their order, or update their address. When filling out these forms customers are notified that if their order is already on it's way then we may not be able to cancel or update their order.
These forms feed through into Monday Boards and generate a notification that is sent to the #order-cancellations-and-updates Slack channel.
This process tells you how to process these requests, and what to notify the customer with for each outcome. When notifying customers of updates you will need to create a new ticket for them. You can do this by clicking the 'New' button at the top of your FreshDesk screen
Update Address
Check status of shipping in DEAR & Shopify to see if the order has been shipped
Order has not been shipped
- Update the address in Shopify & DEAR then notify the warehouse team of the change of address in the #cancel-amended-orders group chat
- In Monday, change the 'Status' to 'Address Updated'
- Email the customer with canned response AUC - Address Update Complete
- You will need to create a new ticket for this
- This can be done by click "New" at the top of the page in Freshdesk
- In Monday change the 'Cx Notified?' column to 'Yes'
- It's important to change the 'Status' column before the 'Cx Notified?' column as this is integral to the automation of the board
Order has been shipped
- If the customer has already stated they've received their tracking information, the 'Status' column will automatically show the order as 'Order In-Flight'.
- If the order has been shipped and the 'Status' column is not already then change it to 'Order In-Flight'
- Send the customer the canned response AUIF - Address Update In-Flight
- Notify the warehouse team that there is an address update for an in-flight order and the new address and they will lodge the request with Australia Post
- Add a note on the ticket with the order & tracking information, and state that we are waiting on a response from Australia Post, then place the ticket into 'Waiting on Third Party'
- Change the 'Status' column on the Monday board to 'Working on it'
- If you open a ticket that has this note added and has been 3 days since the request to AusPost was made please ask for an update on the request in the #cancel-amended-orders group chat
- If successful please notify the customer with canned response AUC - Address Update Complete, change the 'Status' to 'Address Updated' and 'Cx Notified?' to 'Yes'
- If we were unable to redirect to the new address please send the customer canned response: AUCR - Address Update Can't Redirect
- If the customer is unable to collect from the previous address request the warehouse team to submit a return to sender request to AusPost in the #cancel-amended-orders group chat
- Once we have confirmation that the item is being returned to us then issue a replacement to be sent to the correct address and notify the customer
Order Cancellation
Check status of shipping in DEAR & Shopify to see if the order has been shipped
Order has not been shipped
- Cancel the order in Shopify then notify the warehouse team of the cancellation in the #cancel-amended-orders group chat
- Once you have confirmed that the item has been successfully cancelled process the refund
- In Monday, change the 'Status' to 'Cancelled'
- Email the customer with canned response RC - Refunded Customer
- You will need to create a new ticket for this
- This can be done by click "New" at the top of the page in Freshdesk
- In Monday change the 'Cx Notified?' column to 'Yes'
- It's important to change the 'Status' column before the 'Cx Notified?' column as this is integral to the automation of the board
Order has been shipped
- If the customer has already stated they've received their tracking information, the 'Status' column will automatically show the order as 'Order In-Flight'.
- If the order has been shipped and the 'Status' column is not already then change it to 'Order In-Flight'
- Send the customer the canned response OCIF - Order Cancellation In-Flight
- Notify the warehouse team that there has been a cancellation request on an inflight and they need to lodge a return to sender request with Australia Post
- Add a note on the ticket with the order & tracking information, and state that we are waiting on a response from Australia Post, then place the ticket into 'Waiting on Third Party'
- Change the 'Status' column on the Monday board to 'Working on it'
- If you open a ticket that has this note added and has been 3 days since the request to AusPost was made please ask for an update on the request in the #cancel-amended-orders group chat
- If successful and we have confirmation that the package is being returned to us process the cancellation and refund in Shopify and notify the customer with canned response RC - Refunded Customer, change the 'Status' to 'Cancelled' and 'Cx Notified?' to 'Yes'
- If we were unable to get AusPost to return to sender check the tracking to see if the item has been delivered
- If the customer has refused to delivery and the item is being returned to us then notify the customer with canned response RC - Refunded Customer, change the 'Status' to 'Cancelled' and 'Cx Notified?' to 'Yes'
- If the item has been delivered please send the customer canned response: OCCR - Order Cancellation Item Received.
- Once we have confirmation that the item is being returned to us then issue a replacement to be sent to the correct address and notify the customer with canned response RC - Refunded Customer, change the 'Status' to 'Cancelled' and 'Cx Notified?' to 'Yes'
Canned Responses
Address Update
AUC - Address Update Complete
The address for your order has been updated as per your recent request.
Your order will now be shipped to:
***INSERT ADDRESS HERE***
If you have any further issues please let us know.
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AUIF - Address Update In-Flight
Thank you for submitting the address update request
Unfortunately your item has already been shipped to the address you originally provided.
As this is being sent via Australia Post we have limited control over updating this address once it’s in transit. We have notified Australia Post of the new address, however we cannot guarantee that your package will be redirected. They usually take around 2 to 3 business days to respond to our requests.
We will keep this ticket open and notify you of any updates we receive from Australia Post and let you know how we can proceed.
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AUCR - Address Update Can't Redirect
Thank you for your patience
Unfortunately Australia Post were not able to redirect your delivery
You may be able to contact Australia Post directly and work out a way to collect your package from the local post office.
If you are unable to collect from this address please let us know and we will submit for it to be returned to us. Once we have confirmed that this is being returned we will send a new order from our distribution centre to the new address.
We apologize for any inconvenience
Order Cancellation
RC - Refunded Customer
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OCIF - Order Cancellation In-Flight
Thank you for submitting the cancellation request
Unfortunately your item is already on it's way!
As this is being sent via Australia Post we have limited control over cancelling a delivery once it’s in transit. We have notified Australia Post of the new address, however we cannot guarantee that your package will be redirected. They usually take around 2 to 3 business days to respond to our requests.
If the package arrives you are able to refuse delivery and Australia Post will return it to us. Please notify us if you have rejected the delivery or if they successfully deliver the package so we can organize for that to be sent back to us.
Once we have confirmed that the item is being returned to us we can process your refund.
We will keep this ticket open and notify you of any updates we receive from Australia Post and let you know how we can proceed.
OCCR - Order Cancellation Item Received
We can see that you have received your order delivery. Before we are able to refund that amount you will need to return that item returned to us in a resalable condition.
If you no longer wish to cancel your order please let us know and we will resolve your ticket. If you still wish to go ahead with the cancellation please follow the instructions below.
***Include relevant company RPL canned response and remove the greeting line***