Channel Manager | How do I cancel orders from KKday Marketplace?

Overview

The order cancellation rate is a key measure of your store's service quality. A high cancellation rate can hurt your trusted merchant rating. Try to keep orders by rescheduling or changing package details to maintain good ratings and customer satisfaction. If you have to cancel an order due to unavoidable reasons and have a  good communication with the customer, follow these steps to cancel the order.

For more information about KKday Marketplace's latest rules, please refer to KKday Marketplace Supplier Help Center.

Cancel by Traveler

Travelers can request to cancel their order before the experience date and the order status will change to Cancel Requested. You need to proceed it within days and can chat with the customer to ask them about their condition. 

• If you disapprove of the cancellation or customer is willing to keep the same schedule: Click Reject and provide a reason. This message will be sent to the traveler.

• If you approve of the cancellation: Click Cancel Order and select either Refund according to cancellation policy or Special reason for cancellation with full refund. When you click to cancel the order, the system will begin the refund process and send a cancellation notice to the traveler's email.

⚠️ Note: When rejecting or canceling an order, be sure to clearly explain and select the correct reason in the remarks to help travelers understand the situation and avoid complaints.

Cancel by Merchant

You can cancel an order directly in your rezio Order > Order List. 

If your tour needs to be canceled due to weather or other force majeure factors, please contact customers first as an attentive manner before clicking Cancel Order, and the system will issue a full refund automatically.

⚠️ Note: After you cancel the order, the customer will receive a cancellation email and get a refund within 7-14 working days depending on their bank's proccessing time.

Steps 1: Click Cancel Order

Steps 2: Fill in the reason for order cancellation, and then click Confirm

Done: The order status changed to Canceled and the system will issue a full refund automatically.