training material - order management (cancellation, return & exchange management)
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Order Management - Cancellation, Return & Exchange Management
11street
Strictly Confidential
Order Management - Cancellation, Return & Exchange Management
Strictly Confidential
Cancellation, Return & Exchange might due to seller or buyer circumstances. Additional shipping fees arecharged according to the reason. Seller can approve or reject after customer claim request.
Classification Reason Due to Buyer Circumstances
Reason Due to Seller Circumstances
Cancellation - No purchase intent- Wrong order
- Delay of shipping- Wrong product detail
Return - No purchase intent- Wrong order
- Non-arrival- Damaged or poor
- Product different from product detail arrived
Exchange - Buyer changed mind- Wrong order
- Damaged or poor- Product different from product detail arrived
Order Management - Cancellation, Return & Exchange Management
Strictly Confidential
Selecting payment method on Request cancellation/return pages is required for case of refund by customer claim.Period for cancellation, refund method, refund lead time by payment method are as follows.
Refund Policy by Payment Method
MainPayment
Method
CreditCard(VISA /
MASTER)
• Refund method : Deduct additional shipping fee according to the reason, and process by selecting from Cancel payment or Credit refund on request cancellation process.• Refund lead time: 7~14 business days for local cards, Within 2 months(Business day) for international cards
Real-time WireTransfer
• Refund method : Deduct additional shipping fee according to the reason, and process by selecting from Cancel payment or Credit refund on request cancellation process.• Refund lead time: Within 7 business days
Wire Transfer• Refund method : Deduct additional shipping fee according to the reason, and process by selecting from Wire transfer or Credit refund on request cancellation process.• Refund lead time: After customer requested refund +2 business days
Air Cash• Refund method : Deduct additional shipping fee according to the reason, and process by selecting from Cancel payment or Credit refund on request cancellation process.• Refund lead time: Within 14 business days
SubPayment
Method
Credit(Buyer’ shopping credit in 11street)
• Cancellation method: Deduct the amount according to the reason, and process by selecting from Cancel payment or Credit refund on request cancellation process.
Order Management - Cancellation Management
Strictly Confidential
Order Management - Cancellation Management
Strictly Confidential
Customer
Process Overview
Seller
Require Seller Consent
Accept Cancellation
Reject Cancellation
Customer Placed Order
Paid
Response to customer request
Ready for shipping
Shipping
Received RefundRefund Policy by Payment Method
Cancellation Request
Received Product
OR
Without Seller Consent
Order CancelOrder
Confirmed
YES
NO
Order Management - Cancellation Management
Strictly Confidential
1
Instructions
Cancellation Approved
1. Select order with Cancellation Status “Cancellation Requested"
2. Click Complete Cancellation.
3. Click OK to complete the cancellation process.
4. Cancellation status change to "Cancellation Completed."
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Order Management - Cancellation Management
Strictly Confidential
1
Instructions
Cancellation Rejected
1. Select order with Cancellation Status “Cancellation Requested"
2. Click Reject Cancellation
3. Fill in shipping information
4. Click Save to complete Reject Cancellation
5. Cancellation Status will change to Cancellation Rejected
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Order Management - Return Management
Strictly Confidential
Order Management - Return Management
Strictly Confidential
Customer
Process Overview
Seller
Accept
Reject
Customer Placed Order
Paid
Response to customer request
Ready for shipping
Shipping
Return Request
Received Product
Return FailedReason for Rejection
Shipping for Return
Confirmed Reception
Refund Policy by Payment MethodPlease refer to slide no.3
Refund Completed
OR
Order Management - Return Management
Strictly Confidential
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Instructions
Return Approved
1. Select order with Return Status “Return Requested"
2. Click Approve Return.
3. Click OK to complete the return process.
4. Return status will change to “Return Approved”
Once return product has been received
5. Click Complete Return once seller received return product
Notes:1. Return request is automatically approved on 6th business day if not approved within 5 business days from the request. 2. Shipping fee following return must be determined through agreement between sellerand buyer.
Order Management - Return Management
Strictly Confidential
1
Instructions
Return Rejected
1. Select order with Return Status “Return Requested"
2. Click Reject Return Request.
3. Fill in the reason for rejection
4. Click Reject Return Request to complete the return request
5. Return status will change to “Return Rejected."
Notes:1. Seller cannot 'reject return' after the approval.2. Return request is automatically approved on 6th business day if not approved within 5 business days from the request. 3. Shipping fee following return must bedetermined through agreement between sellerand buyer.
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Order Management - Exchange Management
Strictly Confidential
Order Management - Exchange Management
Strictly Confidential
Customer
Process Overview
Seller
Accept
Reject
Customer Placed Order
Paid
Response to customer request
Ready for shipping
Shipping
Exchange Request
Received Product
Exchange FailedReason for Rejection
Shipping for Exchange
Confirmed Reception
OR
Shipping for ExchangeReceived Exchange Product
Order Management - Exchange Management
Strictly Confidential
1
Instructions
Exchange Approved
1. Select order with exchange status "Exchange Requested"
2. Click Approve Exchange
3. Click OK to complete the exchange request
4. Exchange status will change to “Exchange Approved”
Notes:1. Seller cannot 'reject exchange' after the approval. 2. Exchange request is automatically approved on 6th business day if not approved within 5 business days from the request. For automatic approval doesn't mean completion of dispatch of exchanged products, it requires exchange dispatch process.
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exchange
Order Management - Exchange Management
Strictly Confidential
1
Instructions
Exchange Approved - Ship Exchanged Products
1. Select order with exchange status "Exchange Requested or Exchange Approved"
2. Click Ship Exchanged Products
3. Insert shipping information
4. Click Complete Dispatch of Exchange Products
5. Exchange status will change to “Exchange Completed”
Note:1. Shipping fee following exchange must be determined through agreement between seller and buyer.
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Order Management - Exchange Management
Strictly Confidential
1
Instructions
Exchange Rejected
1. Select order with exchange status "Exchange Requested"
2. Click Reject Exchange Request
3. Fill in the reason for rejection
4. Click Reject Return Request to complete the return request
5. Exchange status will change to “Exchange Approval Rejected”
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Thank you
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