CS PH - EKB - TP - Cancellation

IMPORTANT

L1 agents are only allowed to click "Reject" on Chat++ for cancellation requests if there is already a tracking number. And not allowed to click "Accept" on Chat++ if there is no tracking number.
L1 agents are not allowed to click "Reject & Accept" only educate buyer.
For refund processing via system (Cancel/Refund), advise the customer to contact the platform.
If buyer insists/HC want to cancel the order and there is already a tracking number, please follow these conditions:
- Status To Ship, educate buyer to request cancellation.
- Status Shipping, educate buyer to request return refund by system once the product is received.
- Status To Ship or Shipping, but buyer cannot request a cancellation, educate buyer to request return refund by system after the item is received.

2.1.5 TP - Cancellation

Complaint Handling

Check the order details in the logistics status.
If there is no cancellation request yet, and the order already has or doesn't have a tracking number, provide an explanation to reject the cancellation and advise the customer to wait for the order to arrive, without suggesting request a cancellation.
If a cancellation request has been submitted and no tracking number is available, educate buyer to wait for L2 team’s checking and no need to escalate.
If the cancellation request has been submitted and a tracking number is already available, L1 agents may educate the buyer the order cannot be canceled and proceed to click "Reject" on Chat++.

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Recommended Script

No Cancellation Request

Tracking Number Not Available or Already Available

"Hi Dear, sorry for the inconvenience. We cannot process order c4nc3ll4tion requests because the order has been created in our system. We kindly suggest waiting for the product to arrive at the address and checking your order details before you click "Create Order". Thank you."

Cancellation Request Already Submitted

No Tracking Number

"Hi Dear, sorry for the inconvenience. Regarding your c4nc3ll4tion request due to (based on issue), kindly wait as it is still being reviewed by our relevant team, and you can check the status periodically in the application. Thank you."

Tracking Number Already Available

"Hi Dear, sorry for the inconvenience. We cannot process order c4nc3ll4tion requests because there is already a tracking number. We suggest to check your order details before clicking "Create Order" to avoid this in the future. Thank you."

Insist or Hard Complaint

Tracking Number Already Available - Status To Ship, No Cancellation Request

"Hi Dear, sorry for the inconvenience. Regarding your c4nc3ll4tion request due to (based on issue), you can submit the request through the system and it will be reviewed by our relevant team. Thank you."

Tracking Number Already Available - Status Shipping

"Hi Dear, sorry for the inconvenience. We cannot process your c4nc3ll4tion request because status is already shipping. We suggest you to receive the order first. When products received, you can submit a return refund request through the system. Thank you."

Tracking Number Already Available - Status To Ship/Shipping, Cannot Request Cancellation

"Hi Dear, sorry for the inconvenience. We cannot process your c4nc3ll4tion request because (based on issue). We suggest receiving the order first. When products received, you can submit a return refund request through the system. Thank you."