e-Store Manage Orders Part IIb: Cancel Orders Online

e-Store Manage Orders Part IIb: Cancel Orders Online

1. This tutorial will cover the way your users can cancel their e-store order online (from their public profile).
2. In order for your online users/customers to cancel their order online, you MUST have integrated your website with our CRM using either our e-Store WordPress Plug-Ins or our Pages feature. See our tutorial on configuring the WordPress Plug-Ins or on configuring Pages for how to enable public profiles/log-ins.
3. If you have not integrated your website with our CRM and/or you have not enabled public profiles/log-ins, your users will have to contact you directly to cancel their order.
4. Additionally, please note: online users can only REQUEST CANCELLATION of their order from online, not actually cancel their order. Once the user requests cancellation, your system administrator will be notified and a staff person will have to log into your CRM and manually cancel the order. Additionally, once cancellation has been requested online, this action cannot be undone/cancelled. If the user changes their mind or accidentally requests cancellation, you will have to cancel/close the order and re-enter the order to make it an active order again.
5. To request cancellation of an order, your front end user should begin by logging into their public profile. In WordPress Plug-Ins, the location of the log-in menu will vary based on your settings (you can opt to show the log-in in the menu bar, at the top of (all) screens, or just on CRM integrated screens (events, membership, donations, etc.). In Pages, the log-in menu will always appear as a lock icon on the right hand side of the screen. For more information on creating a public profile/log-in or for how to log-in to a public profile, please see this tutorial.

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6. Once the user has logged in, they should navigate to their public profile by clicking on theirUsername (location will vary based on your settings in WordPress Plug-Ins)/the public profile icon on the right (Pages) and then selecting Transactions.

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7. On the transactions screen, click on the Orders tab.

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8. This will take the user to the list of all of their e-store orders.  If the user wishes to request to cancel any order, they can click the Cancel Order button (WP Plugins)/trashcan icon in the Cancel column (Pages).

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9. After clicking the cancel order/trashcan icon, there will be a pop up box that will ask the user to provide a cancellation reason and to confirm the cancellation. The user should fill in the reason they desire to cancel the order and then click Proceed (Plug-Ins)/Cancel Order (Pages).

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10. Once the user clicks OK, the status will show as Cancellation Requested on the Orders tab of the public profile.

    

11. An email is sent to your system administrator, notifying them of the cancellation request (this cancellation request email template can be configured at Main Menu: e-Store: Email Notifications: Cancel order request.

    

12. To complete the cancellation, a staff member should log into your CRM and on the Main Menu select e-Store and then Pending Orders on the resulting sub-menu.
13. The cancellation request will show in the status column (the only option will be "Cancel") and the cancellation reason will be shown as a note in the left hand area.

    

14. Click on the Cancel Order button on the right of the e-store item order to complete the cancellation. After clicking on the cancel order button, there will be a pop up dialogue where you need to indicate the cancellation date and cancellation reason/note. From here, complete the regular cancel order steps to cancel the order and issue a refund/credit is necessary (see this tutorial, step #12, on cancelling orders for more information).