Customer Requests to Cancel Order

 

To accommodate various business operational needs, eshopland online shop merchants can flexibly enable the cancel order by customer feature, allowing customers to request the cancellation of orders which have not been shipped, in order to reduce customer service burden and enhance customer satisfaction.

 

1.    “Cancel Order by Customer” Setting

 

Go to Admin Panel > Settings > Orders,

Enable  Cancel Order by Customer feature,

Save.

 

Enabling the “Cancel Order by Customer” feature indicates that merchant allow customers to request the cancellation of orders that have not been shipped.

Merchants can choose to “Accept” or “Reject” customers’ cancellation requests.

 

 

2.    Customer Request for Order Cancellation

 

After placing an order, customers can access the order page and initiate a “Cancel Order Request”.

The “Cancel Order Request” function is only applicable to orders that have not been shipped.

 

 

3.    Customer Order Cancellation Reasons

 

Customers can select or input the reasons for requesting order cancellation.

Multiple options can be chosen.

After making the selection or inputting the reasons, by clicking Confirm , the cancellation request will be submitted to the merchant immediately.

 

 

4.    Customer Order Cancellation Request Submitted

 

When a customer successfully submits a request to cancel an order, both the customer and merchant will receive an email notification sent by the system.

 

 

5.    Merchant Handling Order Cancellation Requests

 

Merchants can access the order details page to review and handle the order cancellation requests submitted by customers.

Merchants can choose to “Accept” or “Reject” the requests made by customers.

 

 

6.    Order Cancellation Request Result

 

Once the merchant completed handling the order cancellation request, both the customer and merchant will receive an email notification sent by the system.

The result of the order cancellation request will be indicated on the order details page in the merchant’s backend.

 

 

The customer can also view the order cancellation result on the order page.