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Tips: Cancellation Strategy (Exchange/Donation/Refund Processing and Messaging)

Jamie O'Brien
$organization

Starting a thread dedicated to a topic we're all likely to be devoting a lot of time to.

Shall we also try using the Tags feature within it? Then folks can use it as a filter to narrow posts to one or the other. #CancellationProcessing and/or #CancellationMessaging 

I'm thinking brilliant strategies (or hacks) or a place for questions that have you stumped.

To start, it off...

1) Cancellation email notice with web form with options about which route customer wants, exchange/donation/credit/refund. Easy for them; head start for your team.

2) If you are tokenized/don't save credit cards, pointedly call out somewhere in that messaging that your organization will calling to request the credit card number in order to process the refund.

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  • $organization

    Great idea Jamie!

    Thanks you for starting this thread.

    Our cancellations have been increasing steadily this week due to COVID-19 concerns. I am stumped here:

    • Is there a way to tag a refund--like a comp reason--that would allow me to create a report of only COVID-19 refunds?
    • On orders that do not have a payment, but have been reserved, is there a report/Analytics to tally these cancellations? Would a field in the order custom tab be configurable for this purpose?

    Thanks in advance for any suggestions.

  • $organization in reply to Charles Vann

    We're doing something involving custom source codes. I think involving the option of how we can now have multiple source codes if we need.

    But I know this because I sit next to (or did before WFH) the person helping figure this out. , any details to add?

    FYI, our context is that we started with a cancellation of one production. Now we've cancelled the New Victory season. There was initially a need to work only on one event in an order, now it's a lot broader.

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  • $organization in reply to Charles Vann

    We're doing something involving custom source codes. I think involving the option of how we can now have multiple source codes if we need.

    But I know this because I sit next to (or did before WFH) the person helping figure this out. , any details to add?

    FYI, our context is that we started with a cancellation of one production. Now we've cancelled the New Victory season. There was initially a need to work only on one event in an order, now it's a lot broader.

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