Both the Merchant and Customer LayUp Dashboards have been updated to better cater for cancellation and refund requests. This new feature now greatly simplifies the process for Merchants to accept, or reject, cancellation requests from their customers. This blog post will further explain how the merchant can define cancellation terms (in line with Terms and Conditions) and how to process cancellation requests.
*Cancellation Terms will only apply to orders created after the date on which these terms are defined.
How it Works:
1. Customer Cancellation Request
When a Customer requests a cancellation, the Merchant will receive both an email (if step 2 above has been actioned) and a push notification (to their Merchant Dashboard).
All cancellation requests, in progress and completed, are available from the Cancellations menu.
2. Responding to a Customer’s Cancellation Request
If no cancellation terms applied at the time of the order being created, the Merchant may respond, proposing any one of the Cancellation Terms (see Setup above).
If cancellation terms did apply, the Customer’s Request will either be accepting or disputing these terms. Accepting automatically marks the order as “Cancelling”.
3. Notification and Notes
The entire conversation between the Merchant and Customer is recorded and accessible on the order under Notification and Notes.
What does all this look like for your Customer?
Article by: Savannah Negra