Request for cancellation while in transit
- ASHITA GUPTA (Unlicensed)
Click post API doc: https://docs.clickpost.ai/reference/cancellation-1
Objective: Initiate RTO for orders in transit (other than failed delivery).
Problem statement: the client/customer is not able to cancel the order when in transit.
Currently:
The customer requests the client to cancel the order, which is currently in transit.
In response, the client raises a request with Eshopbox to cancel the order.
Subsequently, Eshopbox request the courier not to attempt delivery for the order.
Following this also doesn’t assure that the order is marked RTO and it's seen that the delivery attempt is done.
What are the objectives of implementing this?
Resolving cancellation issues for orders that are in transit at the POE.
Obtaining real-time confirmation of order cancellation from the courier.
Requirement:
We need to implement customer portal settings that allow clients to enable or disable this feature.
An "Initiate RTO" button should be added to the workspace for in-transit orders, which will redirect users to the customer portal.
Activity should be logged for the in-transit cancellations done by the customer or a client.
Customers should have the option to cancel in-transit items.
With a single click, the customers are able to cancel all the order items in the shipment. Multiple actions is not required for all the respective items in the shipment.
Notes:
Error message handling.
Complete shipment will be cancelled. (New cancellation UI which was designed when order processing on the workspace.
High-level workflow:
The client will log in to their workspace.
Navigate to the customer portal settings.
The client needs to configure the settings to allow cancellation when the order is in the "on the way" status.
There will be a toggle button that the client can enable or disable.
Heading: Customers are able to cancel their order when it is marked as on the way.
Description: Allow customers to cancel their order when the order status is on the way.
When the toggle button is enabled, the "Initiate RTO" button will be visible under the Order tab for on-the-way orders on the workspace.
Clicking the "Initiate RTO" button will redirect the client to the customer portal.
On the customer portal, both the client and the customer can take the cancellation action.
The cancellation action will be taken on the shipment level. The customer will be able to see all the items in the shipment. (on the left side). On the right side items, details will be shown for the item the client or the customer wishes.
Click on the "Cancel" button. A pop-up will open where the customer will be able to view all the all items in the shipment. Cancelling an item of the shipment will lead to cancelling all the order items in that particular shipment.
In Pop up we will show:
Heading - What would you like to return?
Note: If you have any questions regarding our cancellation policy please contact the customer care team at blackberry@support.com.
Order ID 12345
Name/title of the product
Product Image
Quantity of the product
A dropdown to select the cancellation reason
Grey note against each item if the product is not eligible for return.
Once the customer selects the cancellation reason - the reason will be populated against each order item.
At the end to confirm the action the customer will find 2 options - Submit and cancel.
Click on "Submit" to proceed.
Once the customer submits the cancellation request, a request to cancel the order will be sent to the Clickpost team via API. Clickpost in turn will inform the courier partner not to deliver the order.
If the API response is a success- means that the order is successfully cancelled, and the courier partner will be aligned to pick up the cancelled item.
After successful cancellation, a notification strip will be displayed. It will state:
We have received your cancellation request for order 12345.
If the API response is failed-Means that the order couldn't be cancelled.
The message will be displayed on POE - Sorry we couldn't process your cancellation request for order 12345 as your order is already in transit. If you have any questions regarding our cancellation policy please contact the customer care team at blackberry@support.com.
On successful cancellation (on shipment level )- The order status will be changed to "Cancelled." Under the order status section, the following information will be shown:
Cancelled by: Customer
Cancel reason: Item defective
Once the order is cancelled, the activity will be logged in our system and visible under the "Activity" tab.
It will have the following format -
Actor cancelled order
an hour ago 4:01 PMShow more
Cancellation Reason: Customer changed/cancelled order
Cancellation SubReason: Bought it from somewhere else
Cancellation Timestamp: 2023-06-01 16:01:35
Items in the order : 3
Furthermore, an email and SMS will be sent to the customer to confirm the order cancellation. A single mail will be triggered showing all the order items cancelled in the shipment.
Note: If the shipment is in transit then partial can cancellation is not possible.