RO Purchase Support Center
Contact Us
  1. Support
  2. Cancellation of Order By CX
  3. 2.) Native - Cancellation Flow

2.) Native - Cancellation Flow

OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
Customer Problem StatementCX raised issue for cancellation (Native M1 and M2)
1. Understand the reason of cancellation ( add in notes)
2. Try to convince the customer and let the partner visit and check the machine, if Px has not visited yet. Educate Cx about all the features & warranty we offer. 
(No need to educate in Dimension Issue)
2a. Cx is convinced2b. Cx is not convinced
• Note down the feedback
• Leave the request as it is and close the ticket
2. Check the RO Delivery state on product order page - refer customer journey for the request split understanding
RO Delivery stateBefore Dispatch - on product requestPost DispatchPost deliveryPost - Installation
Status on product PageTill Order Placed stateOrder Out for deliveryOrder deliveredOrder delivered
Resolution
We'll guide the Cx how to cancel the order, 

Process :- 
A. Open UC app
B. Open "My bookings"
C. Click on "M1 RO Water Purifier" / "M2 RO Water Purifier" on that particular booking
D. Click on "Cancel Order"
E. Choose the cancellation reason and proceed
F. Also cancel the installation request from ops dashboard		COD Order -
We'll guide Cx not to receive the order 
Raise it on ro-purchase- escalation to mark RTO
 Ticket will be closed.
Prepiad order-
We'll guide Cx not to receive the order 
Raise it on ro-purchase- escalation to mark RTO
Follow up Till RTO is marked
Inform Customer that after it is returned to warehouse, refund will be initiated and will reflect in 5-7 Business days.
 Cancel the Installation request from ops dashboard and Inform the partner to not call / visit at cx place.
• Follow the Return SOP.

• If Cx is asking replacement, Follow replacement SOP.
• Follow the Return SOP.

• If Cx is asking replacement, Follow replacement SOP.
Amount will be refunded to Customer by automation in his source account.
Resolve the case by sharing the refund canned response.
Resolve the case by sharing the refund canned response.