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At times customers contact us to cancel their order either because the product is arriving at a later date, product is not required anymore or customer changes his mind. By default if customer wants to cancel the order before we have dispatched the order we then provide online credit voucher with the same value from their original order. This voucher then can be use for their future order and this will not expire.
When you get customers asking to cancel order and accepts online credit voucher in return, you'll need to:
A. Create Voucher Code
Open up the order details in Shopify.
Add comment in the customer's timeline about the enquiry.
Go to Discounts
Click on Create discount code at the top right
To create a discount code, you can use the customer's initials along with customer's order number.
For Types, select Fixed amount.
Enter the value. Amount should be the same as to what the customer has initially paid.
For Applies to, choose All products
For Minimum requirements, click None
As for Customer Eligibility choose Specific customers, enter the customer's email address in the search field
Usage Limits should be one time use.
No need to set Active dates as we don't want set any expiration for the voucher.
Hit Save discount code
Copy Code and Paste code in customer's timeline and post this as a comment for reference.
B. Cancel order
Open up the order details in Shopify.
Go to More actions
Select Cancel Order from the drop down menu
Choose Refund Later
For Inventory, Untick Restock Items
For Notification (Untick as you will reply via Reamaze with voucher code so no need to send 2 emails)
Hit Cancel Order button
Go back to More actions
Select Archive
C. Reply to the customer
Inform the customer that we already cancelled the order and an online credit voucher has been created.
Paste Voucher code
Hit Send in Instagram or Reply and Archive in Re:amaze
https://drive.google.com/drive/folders/1NloHL0NIB6hEKt_6Zzl_Uhs6qXJTRS10
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