How to Cancel an Order

[ton]

Is is possible to cancel an order. I can see that I can deleat an order or complete an order but not cancell an order so that I can still see the details

I have a lot of customers who seem to be unable press the proceed button in SagePay to complete their orders, so they are just staying in the Pending Payment Service Provider tab. I want to keep hold of them in case the customers contacts me about their order so I know it wasnt a lost order.

I did do a search for " how to cancel and order" but didnt find anything usefull

Thanks
TON

[guccij]

The way I do this is as follows (I'm sure there are easier ways but haven't found one yet):

I highlight failed orders in Payment Pending red.

I go into each order, double click each order line and mark each order line as cancelled in the relevant box.

I then go the the totals tab and zero the shipping.

This way the order moves to the Completed tab but is not marked as shipped.

If the customer contacts you about the order, you can find it using the normal search, and can reinstated the order lines easily, and the shipping costs.

[leehack]

Why don't you get in touch with the customer Tara and be proactive, sounds like a very reactive service you're operating there. People who focus on pending payment details and contact the customers, often report a very high percentage of transactions recouped.

PS - i'd have thought you'd search in the inbuilt help within the program for an answer like that, there are lots of how do i questions in there.

[ton]

Hi Guccia, had tried that but i use EPOS as well and by doing this im creating a completed order that is imported into EPOS.

Wonder if this is one for the wish list?

Thanks TON

[guccij]

I should point out that we use the highlighting method only if the customer has tried several times to place an order without any success. We leave the last one in Payment Pending and give them a ring or email them.

[ton]

Leehack, I do email the customer but that dosent mean they read it, pay attention to it or act on it! We choose not to ring a customer as after all they the right to change their mind especially during an order process and I cannot tell if the customer has changed their mind or think they did order.

And just for the record I did lookup how to cancel an order in Actinic Help.

Thanks
TON

[chris ashdown]

Go to Business settings |Payment security
You will find "auto delets PSP pending orders and below that expiry period

We also get a lot of people who exit before paying, but conver about 50% to payment after a phone call like "I noticed you tried to place a order last night but did not manage to pay, is there a problem I can help with ?"

Dont be scared of contacting them, you cannot afford to let them go when a two minute call gets you the order, if they were face to face you would try and sell to them so why just send a email and make it easy for them to ignore you

[leehack]

Exactly Chris, perfect summary, email is used because the easy way out, problem is, it's also an easy way out for the customer. A reasonably busy site can employ one person in their entirety from just the extra sales gained from these calls. Often connection dropped, didn't have purse handy, door knocked etc. It's certainly not a host of people who do not want that product any more, that's for sure and if you think it is, wave goodbye to the money you're needlessly leaving on the table.

[ton]

Thanks for your comments even if i dont quite undersand what most of them have to do with my actual question.

So it looks like the answer to my question was no. No, it is not possible for me to simply cancel and order in Actinic because I use EPOS link.

TON

[leehack]

Thanks for your comments even if i dont quite undersand what most of them have to do with my actual question.

It's a discussion forum Tara, not a concentration camp, threads evolve like a conversation does face to face. If someone was saying something to my face which i believed and many other had also proved to be wrong many times over, i'd also raise it then.

You won't stop conversation in a community discussion board, particularly if people find areas where they feel you could improve sales with little effort. Your choice is whether you have a mini strop and refuse to accept there's maybe some improvements you can make or whether you can open yourself up to some possible improvements. It's free advice that you don't have to take, use it as you wish.