Training Material - Order Management (Cancellation, Return & Exchange Management)

Order Management - Cancellation, Return & Exchange Management

11street

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



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




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



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



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

Order Management - Return Management




Customer

Process Overview

Seller

Accept

Reject


Paid


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



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 sellerand buyer.



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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5

3

4

Order Management - Exchange Management




Customer

Process Overview

Seller

Accept

Reject


Paid


Ready for shipping

Shipping

Exchange Request

Received Product

Exchange FailedReason for Rejection

Shipping for Exchange

Confirmed Reception

OR

Shipping for ExchangeReceived Exchange Product



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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3

4

exchange



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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3

5

4



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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5

Thank you

www.11street.my

Internet

Training Material - Order Management (Cancellation, Return & Exchange Management)