How to cancel orders
by Dufa Staff | 24 August 2020
This is a detailed guide to help you cancel orders.
- We advise sellers to refrain from cancelling orders in order to provide great customer service unless absolutely necessary.
- At Dufa, we understand if you have a prior commitment, or you plan on going for a vacation or if something urgent comes up and you cannot process an order. Hence, we have provided you the ability to cancel an order.
To cancel an order, it must be done just as you receive it. Instead of accepting, click on reject and the customer and Dufa will receive an email about the cancellation.
Ways to avoid cancellation:
- Vacation: If you going on a vacation you have 2 options:
- Unpublish your store for the time being but you may lose potential customers as your store will not be visible during these days.
- Update Shop Policies: Update your banner to display that you are on vacation and all orders will be processed post a certain date. This way customers can still purchase the orders knowing that the orders will take some time. Along with the policy, update your store banner as well so your customers do not miss that you are on vacation.
- Urgent/Unplanned events: In case you are sick or have an unplanned emergency, the best is to unpublish shop. Its quick and only takes a minute. For ongoing orders, if you have already accepted, make sure you call Dufa so we can contact our customers and let them know your emergency situation.
- Incorrect inventory: If you had not update dypur inventory which resulted in customer placing an item which is not possible to process can be a situation where you will have to cancel or delay. Hence, its best to keep your inventory up to date at all times if you are selling on different platforms.
- Material: Its possible you run out of material and forgot to stock up. Avoid this by being prepared in advance especially if you have a product that is in demand and if the material is not accessible easily. If you run a check every week and realize you are low on supplies for a particular product, unpublish the product temporarily or change the Qty to 0 so its out of stock. If you already received the order, see if you can delay the order by talking to Dufa rather than cancelling the order completely.