Cafe24 News
[Orders] We're lifting restrictions on undoing cancellations, exchanges and returns.
2021-05-26
Update from Cafe24
Currently, admins cannot undo cancellations, exchanges, or returns if products are already picked up or if the requests have caused an additional payment or a refund.
This is to prevent that admins make mistakes that incur an incorrect transaction.
After analyzing admin operation patterns and VOC, we have decided to lift some restrictions and provide more detailed guides to prevent any mistakes instead.
(Don't worry! We will keep restrictions on undoing transactions that could cause any financial loss to admins.)
See below for more details.
■ Release date: May 26, 2021
■ Overview
We are lifting certain restrictions on undoing cancellations/exchanges/returns within a range that still prevents customers from abusing the system.
You can now be more flexible in running your store and dealing with different cases to offer better customer service.
- Updated menus
· Details on cancellation (pop-up)
· Details on exchange (pop-up)
· Details on return (pop-up)
1) No restrictions on undoing cancellations, exchanges, or returns for orders already picked up
Customers may request to return the order instead of exchanging the product, after the product has already been picked up and delivered to you.
However, if the replacement product has not yet progressed to [In transit] or more, you can now manually undo the exchange and accept the request as a return.
2) No restrictions on undoing coupon restorations for partial cancellations, exchanges, or returns
If a customer requested a partial cancellation and you returned the relevant coupons,
then the customer requests to undo the partial cancellation and revert the order and coupon status,
you can now recapture unused coupons and undo the partial cancellation.
※ If the restored coupon is already used for a different order, you cannot undo the cancellation, exchange, or return.
(This is to prevent that customers redeem a coupon multiple times.)
3) No restrictions on undoing cancellations, exchanges, or returns that you have already refunded or for which you have paid the difference
If a customer requested a partial cancellation and you canceled the credit card payment,
then the customer requests to undo the cancellation and to revert the order status,
you can now undo the cancellation for these cases too.
※ You must manually undo the PG cancellation in your PG admin page when undoing a request you have already refunded.
※ Please check with your payment provider before undoing a cancellation since different rules may apply.
We hope you enjoy the update. Don’t forget that Cafe24 is continuously improving its services to ensure that you have the best e-commerce experience.
So, stay tuned for more updates!
The Cafe24 team
For any inquiries, please use our chatbot on the Cafe24 website. [Contact us]