Order cancellation request after order marked as dispatched
We’ve not had this since the VTR was introduced and wondered the best way to proceed.
We’ve had and order that was marked as dispatched late yesterday (via RM SD) with tracking uploaded. It would be schedulded to be dropped off first thing this morning, when tracking would be picked up by the system as scanned/tracked.
However about an hour after it was marked as dispatched, we received a message via CS requesting cancellation, probably in response to the order update notification. So far so usual, we’d treat as a CR and refund/notify the customer even though it’s annoying as it will have cost us fees.
However the Q really is how do we avoid a VTR non-tracking strike in this situation, our only thought was to change downgrade the shippng to RM 1st class or some other untracked service, so it’s excluded from VTR, re-confirm the dispatch and then treat the order as a CR.
Any thoughts please?
14 replies
Seller_ZQyopdiwkUHOZ
If the label was purchased through Buy Shipping then I don’t think you can change that. Cancelling the label will cause it to be classed as invalid on your VTR, I believe.
If it was bought through C&D then you should be able to change it. Someone else will have to confirm whether the changes are “sticking” when you do that, as I know the people changing 1st/2nd class to stamps/franking were having trouble with that at one point.
If it was bought through Buy Shipping, the easiest way to avoid a VTR hit would be to not cancel the label, and pay for the label for nothing.
Seller_xUKHc5xSYJmI4
When the seller marks the order as dispatched the customer receives an email saying the order cannot be cancelled. Subject to default despatch periods customer would receive their order within the estimate deliver period quoted on the order.
I would have thought prior to contacting the seller to cancel the order they would have checked?
It’s surprising what Amazon customer services do… for example providing a second prepaid return label when one has been already provided.
Seller_oGFKRixtdkjxL
Apologies a follow-up to this, which RM option means we don’t have to upload tracking/is excluded from VTR, we know this gets updated and we don’t actually dispatch any normal order via an untracked service?
Thanks
Seller_TckO6MitEB0TV
Yes I have had a few of these - clearly when they see the dispatched email - I even had one asking to cancel a week after sent out. They got it 2days after ordered.
Just got message after message to cancel order - advised to return they never raised a return request then after another week they opened A-Z and Amazon refunded - with the item delivered and no return request as well as the numerous messages some which Admitted they had the item.
The one that caused us an issue with VTR though as could not change to Royal Mail 1st Class Stamps/Franking without an issue is an order that was for Guaranteed next day delivery (order was dispatched at this stage just not collected) but as I confirmed with SS if I cancelled then would affect my VTR rating, obv no tracking then it is an issue on the Guaranteed next day/2 day delivery options.
