How to Cancel an Order Upon User Request (Before Pickup)
🎯 Purpose:
To ensure any user-requested cancellation is handled quickly and the order is removed from pickup queue before vendor attempts it.
🪜 Step-by-Step Process
📞 Step 1: Confirm Cancellation Intent Clearly
Ask:
“Do you want to cancel this order fully or reschedule it for another time?”
If user confirms cancellation → proceed.
If they are unsure → offer reschedule option instead.
🧾 Step 2: Note Order Details
Collect:
-
User’s registered phone number
-
Order ID (from user or CRM)
-
Reason (optional): “Changed mind”, “Sold elsewhere”, etc.
🖥 Step 3: Cancel from Admin Panel
If you have panel access:
-
Go to Orders → Search Order ID or Number
-
Click “Cancel” or update status to Cancelled by User
-
Add remarks: “Cancelled via support on [Date] – [Reason]”
✅ This will:
-
Remove from vendor’s app queue
-
Mark as closed in system
🧑💼 Step 4: Notify the Vendor (If Assigned)
If a vendor has already been assigned:
“This order has been cancelled by the customer. Please do not attempt pickup.”
Send via WhatsApp or internal note if urgent.
📤 Step 5: Confirm with Customer
Send closing message:
“Your order has been cancelled as requested. You can always create a new order anytime from our website or app. Thank you!”
✅ Notes & Best Practices
|
✅ Do |
❌ Don’t |
|---|---|
|
Always double-check cancellation intent |
Don’t cancel without user confirmation |
|
Cancel in panel ASAP to avoid pickup attempts |
Don’t delay after request |
|
Add internal remark with reason/date |
Don’t leave status as Pending |