Remove Labels Awaiting Refund From Orders
When a postage label is awaiting despatch it can be refunded. This is done when the wrong postage is selected is wrong or the customer cancels their order. The postage label remains at status awaiting refund for a number of days however it remains in the 'orders awaiting despatch' list. You may not want to despatch this order but can accidentally do so in the period it takes for the refund to go through. Could orders awaiting refund not be visible in the 'orders awaiting despatch' list but still be searchable from the drop down lists.
I think if you select the reason as wrong postage purchased then it's fair to say I want the order available again to re-buy the correct postage label. But if I no longer require the postage label e.g. if the customer cancels the order, etc. then I don't want it to appear to repurchase postage. So perhaps the reasons for requesting the refund are what need to be looked at here.
why are you putting refunded labels back into customers basket ( labels awaiting payment ) ? a dozen times now I have accidentally repurchased a refunded label because I didnt notice it had been re-added to my list of labels awaiting payment ... this just means I have to submit it for refund again creating more work for your staff
Could I ask, why not? It's a simple fix that provides a better user experience.
Andrew Hill commented
Currently labels for which I am awaiting a refund are shown as 'Paid - Refund pending'. If I attempt to delete as suggested I am told 'This action is only available for orders with a status of 'New''.
So I cannot delete it. If I reset the order and then delete it, will my pending refund still be made?
Mr J commented
This needs urgent attention. I have now applied postage to the same cancelled order 3 times!! I created a click & drop order on 13th June but my customer cancelled it after I had already applied the postage. A week later the order was refunded, but the postage remained applied to the order and I ended up buying the postage AGAIN because the order just appeared out of the blue, mixed in with all of my other orders that are waiting for payment on that day. The e-mail to tell me that the postage has been refunded does not come through until HOURS later. This has now happened three weeks running. Every week the postage is refunded and every week I purchase it again because the order just reappears, then I have to cancel it again just 2 minutes later after I realise that I have more postage labels than packages. I am fed up of it.
Mr J commented
I agree with this too. The refund usually takes about a week, after which the order just reappears for the postage to be applied again, even though you obviously didn't need it. If you don't remember to delete it there is a danger that you will process it again.
The amount of times I accidentally fulfil an order that has been marked as awaiting refund and then not been entitled to said refund even though I have never used the label is silly now.
Either the order should be taken away from the ready for dispatch page or blocked from being dispatched completely as it is so easy to accidentally mark as dispatched when you are dealing with a large amount of orders.
I agree with this. Refunded labels are not handled very well by Click and Drop. I have put a separate idea in not to show labels awaiting refund in the Orders Awaiting Despatch section. It is much better to just hide refunded labels and labels awaiting refund from view and just use the drop down lists to search for them if you want to.
Orders that have been refunded end up in the Postage Applied section, which means that I often pay for them again, and then have to refund again. Would it not be better to delete them, or create a separate category like Refunded or such. It's an issue that impacts productivity.
Carolyn Speakman commented
It would be very helpful to be able to filter out labels awaiting refund (in addition to order status - new, label genereated, etc). When processing a large number of orders, I often accidentally set orders awaiting a refund to despatched, and assume this would halt/delay the refund process.