I had a customer purchase a small order from my store at the end of Feb. On
one of the lots, I had mis-identified the color (it was one next to the one that
I meant to select when I put it in the Brickstore file), so I contacted the customer
and offered them options, included cancelling the order. They replied back that
they would just cancel it, so I refunded them.* When there was no change in
the order status after a day or so, I contacted them again to ask if they had
cancelled and if not, to let me know if there was a problem and I'd contact
tech support. As I was not able to cancel it on my end. I tried it with the
one existing status that I had on the list--PACKED--but I still could
not access the cancel feature, just BL message to try and contact the buyer;
by then I had already reached out to them and had no response.
So I used the contact feature to try and reach someone in tech support and I've
also not heard back from them. Now it's over a week later and here I sit
with an unshipped order in my list that the buyer has already been refunded for
and no means of setting the correct status on my end.
I seem to recall having this problem early on with another order and posting
about it here, but I can't seem to find the original post.
Anyone have a link that will put me in touch with the right person who can resolve
the issue?
Thanks in advance,
Laura
Brickin' for a Livin'
*And yes, I know best practice might have been to wait until the buyer actually
cancelled the order before refunding and I've made a note of it for the future,
as well as double checking my colors before . Please don't pile up on me
about it. Thanks.
I had a customer purchase a small order from my store at the end of Feb. On
one of the lots, I had mis-identified the color (it was one next to the one that
I meant to select when I put it in the Brickstore file), so I contacted the customer
and offered them options, included cancelling the order. They replied back that
they would just cancel it, so I refunded them.* When there was no change in
the order status after a day or so, I contacted them again to ask if they had
cancelled and if not, to let me know if there was a problem and I'd contact
tech support. As I was not able to cancel it on my end.
I'm not 100% sure what you mean, but order has to be fully refunded FIRST
to be able to be cancelled. If it's not the case, it's normal you can't.
I had a customer purchase a small order from my store at the end of Feb. On
one of the lots, I had mis-identified the color (it was one next to the one that
I meant to select when I put it in the Brickstore file), so I contacted the customer
and offered them options, included cancelling the order. They replied back that
they would just cancel it, so I refunded them.* When there was no change in
the order status after a day or so, I contacted them again to ask if they had
cancelled and if not, to let me know if there was a problem and I'd contact
tech support. As I was not able to cancel it on my end.
I'm not 100% sure what you mean, but order has to be fully refunded FIRST
to be able to be cancelled. If it's not the case, it's normal you can't.
+1 and I might have misread it but only the seller can cancel the order, the
buyer can’t do any of that, the seller has to fully refund, click edit order
on the bottom of the order, set payment status to none and order status to pending
(or ready then save changes then pending) then request to cancel and then cancel
the order immediately after
Thanks for responding. I was finally able to get to the right person in support
who reset the status for me. For some reason, even if you have the status set
to "PACKED" (which the instructions say you can do), it only seemed to
work with "READY", which wasn't available on my status list until
support fixed it. Then I was able to put in the request and cancel.
To respond to one comment, I thought that either buyer or seller can put in a
request to cancel, even if it's the seller who has to accept the cancellation.
To respond to one comment, I thought that either buyer or seller can put in a
request to cancel, even if it's the seller who has to accept the cancellation.
Yes, either side can request to cancel the order however only the seller can
actually cancel it and since the seller can request to cancel it and then accept
the cancelation request it’s usually best to not involve the buyer in starting
the process
To respond to one comment, I thought that either buyer or seller can put in a
request to cancel, even if it's the seller who has to accept the cancellation.
Yes, either side can request to cancel the order however only the seller can
actually cancel it and since the seller can request to cancel it and then accept
the cancelation request it’s usually best to not involve the buyer in starting
the process
IIRC there was (at least) a difference on who requests the cancellation.
In one case the items were returning to shop (by default ?), in the other they
didn't?
I must admit I rarely cancel since everything's auto checked out, and if
the buyer's asking for I do it myself...
USA, Florida
France, Provence-Alpes-Côte d'Azur
Canada, Ontario