Training Material - Order Management (Cancellation, Return & Exchange Management)
- 1. Order Management - Cancellation, Return & Exchange Management 11street Strictly Confidential
- 2. 2 Order Management - Cancellation, Return & Exchange Management Strictly Confidential Cancellation, Return & Exchange might due to seller or buyer circumstances. Additional shipping fees are charged 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
- 3. 3 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 Main Payment Method Credit Card(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 Wire Transfer • 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 Sub Payment 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.
- 4. Order Management - Cancellation Management Strictly Confidential
- 5. 5 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 Refund Refund Policy by Payment Method Cancellation Request Received Product OR Without Seller Consent Order Cancel Order Confirmed YES NO
- 6. 6 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." 2 4 3
- 7. 7 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 2 5 3 4
- 8. Order Management - Return Management Strictly Confidential
- 9. 9 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 Failed Reason for Rejection Shipping for Return Confirmed Reception Refund Policy by Payment Method Please refer to slide no.3 Refund Completed OR
- 10. 10 Order Management - Return Management Strictly Confidential 1 2 4 3 5 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 seller and buyer.
- 11. 11 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 be determined through agreement between seller and buyer. 2 5 3 4
- 12. Order Management - Exchange Management Strictly Confidential
- 13. 13 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 Failed Reason for Rejection Shipping for Exchange Confirmed Reception OR Shipping for ExchangeReceived Exchange Product
- 14. 14 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. 2 3 4 exchange
- 15. 15 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. 2 3 5 4
- 16. 16 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” 2 3 4 5