Your customers can stop or cancel their own order on the OGOship tracking page, as long as our warehouse has not started handling it. This saves you a support conversation, and it saves a parcel that would otherwise be shipped and returned.
The feature is included in the 3PL plan, and you switch it on yourself.
Choose what your customer can do
There are three options, set per sales channel:
- Disabled. Customers cannot stop or cancel orders on the tracking page.
- Cancel before shipping allowed. The customer cancels the order themselves. myOGO cancels it at the warehouse straight away, if the warehouse has not started handling it yet.
- Stop before shipping allowed. The customer stops the order. The order is held at the warehouse and waits for you to decide what happens next: send it on, change it or cancel it. Choose this when you want to talk to the customer first, for example to correct the address or add a product.
Once the order has been shipped, it can no longer be stopped or cancelled from the tracking page. The customer can still return it, if you have returns switched on.
Before you start: the customer needs the tracking link before shipping
The stop and cancel buttons are on the tracking page, so your customer needs a link to it while the order is still at the warehouse. Most customers only get a tracking link when the order ships, and by then it is too late.
That is why this feature needs the new order message (orders.new) switched on. It is sent when our warehouse receives the order, and it contains the link to the tracking page. Without it, your customers will not see the buttons in time.
See part 5 of the OGOship Returns Guide for Merchants for how to set up and switch on messages. Check that your webshop does not also send its own confirmation with a different tracking link, so the customer does not get two.
In this example the orders.new email event is enabled:
Switch it on
- In myOGO 2, go to Post-purchase and open Settings.
- Under Order cancellation, choose Cancel before shipping allowed or Stop before shipping allowed.
- Save.
The setting is per sales channel. If you have several channels, set each one.
Turning the setting on will create a new button onto the tracking page:
What happens when a customer cancels
- The customer opens the tracking page from the new order message and cancels the order.
- myOGO tries to cancel the order in the warehouse system.
- The customer sees straight away whether the cancellation worked.
A cancellation can fail if our warehouse has already started picking and packing the order. The customer is then told that the order could not be cancelled, and it ships as normal. They can return it after delivery.
What happens when a customer stops an order
- The customer opens the tracking page from the new order message and stops the order.
- myOGO stops the order at the warehouse. The order moves to RESERVED in myOGO, and the tracking page shows it as Waiting.
- If you have the Order gone to RESERVED, needs attention email notification on, you get an email. It is on by default. You manage it under MISC, Email notifications in myOGO.
- You contact the customer and decide what to do:
- Send it on: make any changes the customer asked for, then move the order back to NEW and save.
- Cancel it: move the order to CANCELLED and save. See How to cancel an order?
Like a cancellation, a stop can fail if our warehouse has already started handling the order. The customer is then told that the order could not be stopped.
A stopped order does not ship until you act on it. Check your RESERVED orders regularly, so no customer is left waiting for an answer.
The AI chat knows your setting
If you use the OGOship AI assisted chat on your tracking page, it reads this setting. It tells customers they can stop or cancel only when you have switched it on, and only before the order has shipped. After shipping it offers the return route instead. See OGOship AI assisted chat configuration.
Questions
Contact us at service@ogoship.com.