Cancel Return Request

In cases where a customer wants to cancel a return request, it can be either a full cancellation or a partial cancellation. A partial cancellation occurs when a return request is made for multiple products, and the customer now wishes to cancel the return for one or more of those products.

If the tracking ID is already generated then check the client panel of the respective logistics team for the AWB status if the panel reflects the below status tags:
Out for Pickup If the tracking ID is generated and the status shows "Out for Pickup":

1. • • Politely request the customer to share the cancellation OTP with the Field Executive (FE) upon arrival at their doorstep.

     • Create a ticket for L3 support on FD for potential direct intervention by LM upon customer insistence or if necessary.

     • If LM intervention is not required, handle the customer's request and queries promptly and efficiently on chat.

     • Assure the customer that the team will take action as per their instructions.

Pickup Scheduled

1. • Upon receiving the cancellation request, re-confirm the correct order ID shared by the customer.

   • Proceed to the client panel to cancel the return created. Once canceled on the client panel, initiate the return cancellation on the CS Panel as well.

   • If return cancellation is not effective on any platform, inform the customer to request the Field Executive (FE) for the cancellation OTP as we have initiated the cancellations.

   • If necessary, escalate the issue further to L3 and request additional time from the customer.

   • Ensure all relevant details are added to the case ID.

   • Assure the customer that the cancellation process is in progress.