Administration of customer cancellations prior to delivery
This document outlines the administrative process for customer cancellations made prior to delivery – that is, when the package has not yet been received by the customer.
Depending on whether the order has already been confirmed (active) or is still pending, and on how the cancellation request was submitted (Submission via Customer Service form, Direct contact with the seller, or Submission via Cancellation and warranty form), the appropriate actions are as follows.
| Method of cancellation submission | Pending order (not yet confirmed) | Active order (already confirmed) |
|---|---|---|
| Submission via Customer Service form | The order is automatically cancelled. There is nothing to do. | An email notification is sent regarding the cancellation request. What should you do? |
| Direct contact with the seller | Action: Direct the customer to the “Customer Service form”. | Action: Direct the customer to the “Customer Service form”. |
| Submission via Cancellation and warranty form | If the package has not yet been handed over to the courier: “Buyer refused before delivery”. What else should you do? | If the package has already been handed over to the courier “In agreement with the buyer, nothing to do”. What else should you do? |
Table of contents
Submission via Customer Service form
Customers can submit cancellation or warranty claims via the “Customer Service form”.
If the customer selects the “Cancel order” option and the order status is
👉 Pending order
The order will be automatically cancelled, and an e-mail notification will be sent.
(“Notification of cancelled package order: package ID”)
The order will be moved from the “Pending orders” menu to the “Orders” section, and the status will be updated to: “Refused by client”.
The following message will appear in the “Comments” column: “Vevő lemondta a csomagot”.
No further action is required.
👉 Active order
An automatic e-mail notification of the cancellation request will be sent to you, or the Pepita Customer Service will notify you via e-mail. The package ID will appear in the e-mail subject line. (“Cancellation request – package ID”)
No reply is required to the automated e-mail.
Additionally, a “Cancel request” label will appear on the confirmed order.
Orders can also be filtered by the “Cancel request” label under the “Orders” menu.
If the package has not yet been handed over to the courier, do not hand it over.
In Pepita Admin, under the “Commission items” menu, change the status to “Buyer cancelled”. f you already have an invoice, upload the cancellation invoice. If no invoice has yet been issued, attach the automatic e-mail or the e-mail from customer service in pdf format.
Deadline for modifying order status: within 30 days after the planned dispatch date.
Furthermore
- Credit card payments: the amount must be refunded to the customer via the admin system.
- Bank transfer: the refund should be initiated through your own system.
- Cash on delivery: no money has yet been transferred, so no further action is required.
If the package has already been handed over to the courier, please inform the customer accordingly.
Direct contact with the seller
Whenever a customer contacts you directly with a cancellation request, please inform them that cancellations and warranty claims must be submitted exclusively through the “Customer Service form”.
Once the customer submits the form, proceed as described in the previous section.
Submission via Cancellation and warranty form
If the customer submits a cancellation request via the “Customer Service form” but mistakenly does not select the “Cancel order” option, the request will appear in Pepita Admin under the “Cancellation and warranty” menu as a “Pending” ticket.
If the package has not yet been handed over to the courier, do not hand it over.
To close the ticket, select “Buyer refused before delivery”.
If the package has already been handed over to the courier, close the ticket using the “In agreement with the buyer, nothing to do” option and inform the customer in the message box.
Closing the open Cancellation and warranty tickets is not sufficient. The full process must be completed as described above, based on whether it is a pending or already confirmed (active) order.
Related knowledge base articles
Cancellation and warranty
Refunds for credit card payments
Refunds for cash on delivery orders
Financial settlement
For any questions or requests, please do not hesitate to contact us at!
[email protected]
Pepita Group Team
