Salesforce Case Studies

Customer Service
Onboarding Program
Cancellation
Agenda

Part Understanding Cancellation Process

1

Part Types of Cancellation

2

Part BE Terminology
3

• Types of inquiries
Part • Sample Cases
4
• Exercise
Part • Recap Session
5

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 Part 1
Understanding Cancellation
Process
Part 1: Understanding Cancellation Process

● This is an option available for both buyer and seller to

WHAT terminate the order status.

● Before preparation of shipment

● Order must be in To Pay or To Ship column in “Buyer’s”
Front End
WHEN ● Order must be in Unpaid or To Ship column in “Seller’s”
Front End
● Order must be in (Unpaid/Paid) in CS Portal

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Part 1: Understanding Cancellation Process

● Click on "Me" and "To Pay / To Ship". - If your

payment is not successful, your order will be
under "To Pay"
HOW
● If you have made payment successfully, your
order will be under "To Ship" before seller ship it
out

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Part 1: Understanding Cancellation Process

▪ Click on "Cancel Order" to initiate a cancellation request.

 Part 2
Types of Cancellation
Part 2: Understanding Types of Cancellation

▪ Cancellation initiated by the buyer

▪ Two types of buyer cancellation
Buyer Cancellation - Instant
- Non-Instant

▪ Cancellation Initiated by the Seller

- Out of Stock
Seller Cancellation
- Undeliverable Area

▪ Auto-Cancellation when the seller is inactive for 7 days from order

date
System ▪ Auto-Cancellation Layer 1 (DTS+1)
Cancellation ▪ Auto-Cancellation Layer 2 (DTS+4)
▪ Order cancelled due to failed payment

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 Part 1: Types of Cancellation

Buyer Cancellation

● Buyer cancels the order before seller clicks

arrange shipment
❖ Instant Cancellation ● Do not require seller’s approval
● Immediate refund
● For SBS or FBS orders, NO INSTANT
CANCELLATION

● Buyer cancels the order after seller clicks arrange

shipment
● Buyer cancels the order when seller has made
❖ Non-Instant shipment arrangement but courier hasn't scanned
Cancellation the parcel
● Seller’s approval needed (Timeline to respond =
2 Days)
● Auto-refund if seller fails to respond

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Part 1: Types of Cancellation

Seller Cancellation

● Though sellers are given the above two options to

proceed with cancellation, they will still incur seller
❖ Out of Stock penalty for order cancellation initiated from their
❖ Undeliverable Area end.
● Sellers requesting buyers to cancel the order via
Shopee Chat will also incur seller penalty.

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Part 1: Types of Cancellation

System Cancellation

❖ Auto-Cancellation Layer 1 (DTS+1)

● Order will be cancelled by the system if the seller fails to prepare shipment by (DTS +
1)/(Days To Ship)
Eg. Order placed on 06/08/2020 (DTS = 2wd + 1). Order will be auto cancelled
layer 1, if the seller fails to prepare shipment by 09/08/2020

❖ Auto-Cancellation Layer 2 (DTS+4)

● Order will be cancelled by the system if the seller fails to prepare shipment by (DTS +
4)/(Days To Ship)
Eg. Order placed on 06/08/2020 (DTS = 2wd + 4). Order will be auto cancelled
layer 2, if the seller fails to prepare shipment by 12/08/2020
❖ Order cancelled due to failed payment

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Ore
 Part 3
BE Terminology & SOP
BE Terminology

❖ Buyer cancelled after payment

❖ Instant Cancellation

❖ Immediate refund

❖ Cancellation completed

❖ Buyer cancelled before payment

❖ Instant Cancellation

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BE Terminology

❖ Buyer cancelled after payment

❖ Instant Cancellation

❖ Refund not processed

❖ Cancellation is yet to be completed

❖ Buyer cancelled after payment

❖ Non-instant Cancellation

❖ Seller decline the cancellation

request

❖ Order proceed as per normal

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BE Terminology

❖ Buyer cancelled after payment

❖ Non-instant Cancellation (seller

already arranged shipment)

❖ Seller approved cancellation

request

❖ Refund processed

❖ Buyer cancelled the order

❖ Non-instant cancellation

❖ Seller did not respond, system

auto-accepted buyer’s
cancellation request.

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BE Terminology

❖ Seller cancelled order

❖ Order cancelled by system

due to no payment

❖ Order status becomes

Invalid

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BE Terminology

❖ Manual cancellation under special circumstances

❖ System cancelled due to breaching of DTS

BE Terminology

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2

❖ Non-instant cancellation by buyer and SBS seller approved

 Part 4
Types of inquiries
& Sample Cases
Part 4: Types of inquiries

1) I want to cancel my order. How?

This comes back to the status of the order. Agent has to check and guide the user
based on the status shown in BE.

2) Seller rejected my cancellation request but I don't want this item anymore.
Once the cancellation request is rejected by the seller, buyer will no longer be able to
request for further cancellation. The order will proceed as normal. Buyer can only
request for 1 time cancellation request.

3) Why is my order cancelled?

This comes back to the status of the order. Agent has to check the status shown in BE
before advising.

4) I already cancelled my order but where's my refund?

Case to case basis. Depends on the status of the cancellation and payment method. CC
or other payment method may have different timeline of refund.

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Part 4: Types of inquiries

5) Can you help to cancel this order for me? (Buyer or Seller)
Buyer :
▪ We at Shopee will not be able to make order cancellation on behalf of the buyer. Guide the
buyer on how to cancel and order if it's first time.

Seller
▪ We at Shopee will not be able to make order cancellation on behalf of the seller. Guide the
seller on how to cancel the order from their end and most importantly update that they will
still incur seller penalty seller penalty.

6) How many times can I cancel an order? (buyer)

You can only do it once per order. Hence, if seller rejected your request to cancel or you
accidentally withdrawn your cancellation, you will not be able to proceed with another
cancellation.

7) I have already cancelled my order, but i still have not received my refund. Why?

Agent to check in BE on the status of the cancellation and payment method

before advising.

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Part 4: Types of inquiries

8) How long do i have to wait for the seller to respond?

Sellers are given 2 days from request date to respond to order cancellation. If the
seller does not respond, the order will then be auto-cancelled and refund will be
processed.

9) From seller: Buyer wants to cancel the order, but I have already shipped
out the item. How?
If the order has been shipped, buyer will not be able to cancel the order.

10) I bought 3 items and I only want 2 from the order. I do not need the 3rd
item. Can I cancel only 1 item from the order?

No, for cancellation you can only cancel all items.

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Part 4: Sample Cases

Case ID : 83600829
 Part 4: Sample Cases

Case ID : 83365170
Exercise

Your answer here:

Buyer calls in, asking the status of
the cancellation. What would you
advise the buyer?

Your order has been cancelled and

refund has been paid.
Exercise

Your answer here:

What's the status of this order?

The order has been auto-cancelled

due to seller breaching the DTS.
Exercise

Your answer here:

Buyer calls in, asking the status of
the cancellation. What would you Buyer req cancel, Seller Reject
advise the buyer?
Order will proceed as usual

Seller receive money

Buyer receive item

The cancellation request has been

declined by the seller and the order
will proceed as per normal.
Instant Cancellation
Non-Instant Cancellation
Buyer Cancellation

“To Ship”

“To Ship”

Seller is not responsive to my inquiries

Seller ask me to cancel

Modify existing order (colour, size, address, voucher, etc)

Product has bad reviews (not authentic, not as description, etc)

Seller takes too long to ship my order

Seller is untrustworthy (ask to transact out of Shopee)

Other (change mind, found cheaper option)

Back-end view
Order Cancellation by Seller
Seller Cancellation Reasons

Undeliverable area Out of stock

Auto-Cancellation
 Auto-Cancellation Conditions

● Auto cancellation Layer 1 : DTS

+1
● Seller must be active within 7
days of order made ● Auto cancellation Layer 2 : DTS
+4

• Shopee will not bear for any loss if Seller fails to indicate order as
Shipped as order will be auto-cancelled.

• Upon auto-cancellation, refund will be done to the Buyer. If that

happens, seller needs to contact buyer directly.
Auto-Cancellation Conditions (CB)

• CB orders can be cancelled due to the reasons above.

• Upon auto-cancellation, refund will be done to the Buyer.
 FAQ
1. As a buyer, can I cancel any orders within 1 hour after payment is made?
○ Yes, provided that the order is yet to be shipped by the seller. Approval depends on
whether the cancellation is instant or non-instant
2. I made a non instant cancellation, how long does seller need to respond to cancellation
request.
○ Seller will need to respond within 2 days. (if no respond, on the 3rd day buyer will
receive refund)
3. I bought 3 items and I only want 2 from the order. I do not need the 3rd item. Can I cancel
only 1 item from the order?
○ No, for cancellation you can only cancel all items.
4. As a buyer, will I be penalized if I cancelled an order?
○ No, you will not be penalized.
5. How many times can I cancel an order? (buyer)
○ You can only do it once per order. Hence, if seller rejected your request to cancel or
you accidentally withdrawn your cancellation, you will not be able to proceed with
another cancellation.
6. I have requested for cancellation before but my seller rejected my request. I still want to
cancel. Please help!
○ Non-Instant cancellation is based on seller's approval. Hence, if seller has rejected
your cancellation, the order will proceed as per normal.
7. As a seller, if I cancel an order, will I be penalized?
○ Yes, you will. Thus, please make sure that your products have enough stock or have
set the correct shipping setting for all your products.
 FAQ
8. If I ask a buyer to cancel an order from their end, will Shopee detect it? (cancel)
○ Yes, if you are caught red handed asking buyer to cancel the order, you will
receive 2 penalty points.
9. Will Shopee notify buyer before proceeding to cancel an order? - Auto Cancel
○ Unfortunately, we will not be providing any notifications to buyer.
10. Will Shopee give out any compensation if accidentally cancelled my order.
○ Sometimes Shopee will provide compensation for buyers but do not promise
anything to buyers. Sample as per below:
Ticket Example
End