Customer cancellation administration
The customers shall notify their intention of cancellation
- to the Pepita Customer Service
- Directly to our Partners
- by filling in the cancellation and warranty form.
The administration of customer cancellations may vary depending on the channel through which you have been notified and whether it is a pending order or an active package.
Table of contents
The customer notifies Pepita’s Customer Service of his/her intention to withdraw
The order has not yet been confirmed (pending order)
In this case Pepita Customer Service will cancel the package without email notification.
The order will be moved from the “Pending orders” menu to the “Orders” menu and the status will be changed to “Refused by buyer”. In the “Comments” column, the message “Customer cancelled” will be displayed.
The order has already been confirmed (“I am sending”)
Pepita Customer Service will notify our Partners of the cancellation by email.
The package ID is indicated in the subject of the email.
“Dear Partner,
We have received a customer cancellation request for the package indicated in the subject of the email. If you have not yet delivered the package to the courier, please do not do so.
Furthermore:
In “Current commissions” or “Commission comparison”, change the status to “Was not shipped”. If an invoice has already been created, upload the storno invoice. If there is no invoice yet, attach this email as a pdf file.
- In case of credit card purchases, the amount will be refunded to the customer through the admin system.
- In case of bank transfer payment, refund the amount from your own system.
- In the case of a cash on delivery purchase, no funds have been transferred yet, so there is nothing further to do.
For any queries, please contact us at [email protected] or your dedicated contact person.
Thank you!”
If the parcel has not yet been given to the courier company, please follow the instructions in the email above for the different payment methods.
It is not necessary to report back to the Customer Service, simply change the status of the order to “Was not shipped” and refund the amount to the client.
In case the parcel has already been given to the courier, please send a reply message to the Customer Service.
The customer notifies our Partner directly of his/her withdrawal
The order has not yet been confirmed (pending order)
- Bank transfer or cash on delivery payment method
Click on the “I will not send” button and in the “Comments” field indicate “Customer cancellation”.
- Credit card payment method
Send an email with the package ID to your dedicated contact or email [email protected].
Clicking on the “I will not send” button is not appropriate in this case, as it is provided for in point 10.5 of the current Partner Terms and Conditions:
“If the product cannot be sold due to the fault of the Partner, the Service Provider is entitled to charge a commission on the order regardless of the success of the sale.”
The order has already been confirmed (“I send it”)
- If you have not yet delivered the package to the courier, do not do so.
In “Current commissions” or “Commission comparison”, change the status to “Was not shipped”.
If an invoice has already been created, upload the cancellation invoice.
If no invoice has yet been issued, upload a pdf of the email from the customer informing you of the cancellation.
Also
– In case of a credit card purchase, the amount will be refunded to the customer via the admin system.
– In case of prepayment, refund the amount from your own system.
– In the case of a cash on delivery purchase, no funds have been transferred, so there is nothing further to do.
- If the parcel has already been handeded over to the courier notify the customer.
Refunds for credit card purchases
Credit card payments must always be refunded to customers within the admin interface. There are 2 menu options to do this.
- Orders
2. Financial settlement: bank card transactions / Order refunds
The customer fills in a “Cancellation and Warranty” form
In case a customer cancellation has been recorded in the Cancellation and Guarantee ticket and the parcel has not yet been handed over to the courier, select “Customer cancellation before delivery” to close the open ticket.
If you have already gave the parcel to the courier, contact the customer to let them know that their order is on its way. In this case, close the ticket with the “In agreement with the customer, no action required” option.
However, closing open cancellation and guarantee tickets alone is not sufficient.
You need to go through the whole process as described in the previous sections, depending on whether it is a pending order or an active order that has already been confirmed.
If you have any further questions do not hesitate to contact us!
[email protected]
Pepita Group Team
