10. Order Management (Cancellation, Return & Exchange)

1. Strictly Confidential

2. Sales Management - Overview
Strictly Confidential
2
Add to Shopping Cart Payment
Payment
Complete
Credit / Debit
Card
Online
Banking
Wire Transfer
7-Eleven
Cash
Order
Confirmed
Settlement
Confirmed
Purchase
Process as
Shipping
Shipping
Method
Shipping
Company
Tracking
Number
Shipping Delay
Notice
Shipping
Method
Shipping
Company
Tracking
Number
Delay
Buyer Role
Seller Role

3. Sales Management – Shipping Management
Strictly Confidential
3
“Shipping Management” menu is to process Confirm Order/ Dispatch/ Notify Shipping Delay after confirmation of payment completed order.
Instructions
1. Click Order Confirmed after selecting the order
in status of "Payment Complete" (1a).
Order status will change to "Preparing for
Shipment” (1b) after the order is confirmed, direct
cancellation by buyer is unavailable.
Note:
1. If shipping delay, please skip step 1 and proceed
to step 2.
1
1a
1b

4. Sales Management – Shipping Management
Strictly Confidential
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2
Instructions
2. Shipping Delay Notice
Available to notify the buyer of expected shipping
date via e-mail when dispatch can't be made within
3 business days following payment complete date.
Shipping delay notification only available when the
order status is “Payment Complete” or “Preparing
for Shipment”. It only notifies without affecting
order status.
1 credit score is deducted upon passing of the
expected shipping date.
2a. Fill in the information required for delivery delay
notification such as Expected Shipping Date,
Reason for Delay and Detailed Reason. Click OK
to complete the process.
2a

5. Sales Management – Shipping Management
Strictly Confidential
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Instructions
3. Process as Ready to Ship is available for orders
in status of "Payment Complete" and "Preparing for
Shipment”.
3a. Enter Tracking No. after selecting Shipping
Method and Shipping company from the grid (3a).
3b Click Process as Ready to Ship (3) afterward.
Status=
No ( Courier Services has not collect the parcel)
YES ( Courier Services collected the parcel)
Order status will change to "Shipping in Progress"

6. OR Proceed as Bulk Shipping
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Instructions
4. Proceed Bulk Shipping is also available for
multiple orders in status of “Payment Complete"
and "Preparing for Shipment”.
4a. Download the “Bulk Shipping Excel Template”
and enter the Tracking No. And Courier Code and
save it.
4b. Upload excel filled template previously to
upload.
Click Process as Apply afterward. Order status
will change to "Shipping in Progress" when
shipping information is available in the system.
4
4a
4b

7. Sales Management – Tracking System
Strictly Confidential
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Instructions
5 Seller allow to track the status of the parcel by
clicking on the Tracking button.

8. OR Proceed as Direct Shipping
Strictly Confidential
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Instructions
1.Seller Select Shipping Method = Direct Shipping
2.Shipping method column changed to Direct
Shipping
3.Seller Click ‘Seller Fleet Note’ button
4.System will generate Tracking Number and
Consignment/Seller Fleet Note
To upload consignment, note:
1.Seller will navigate to the end column of order
table
2.Seller click on ‘Upload’ button/link

9. Strictly Confidential

10. Strictly Confidential

11. Cancellation Management – Process Overview
Strictly Confidential
12
Customer Seller
Require Seller
Consent
Accept Cancellation
Reject Cancellation
Customer Placed Order
Paid
Response to customer request
Ready for shipping
Shipping
Received Refund
Refund Policy by Payment Method
Cancellation Request
Received Product
OR
Without Seller
Consent
Order Cancel
Order
Confirmed
YES
NO

12. 1
2
4
3
Cancellation Management – Complete Cancellation
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Instructions
Cancellation Approved
1. Select order with Cancellation Status
“Cancellation Requested"
2. Click Complete Cancellation.
3. Click OK to complete the cancellation process.
4. Cancellation status change to "Cancellation
Completed."

13. Cancellation Management – Reject Cancellation
Strictly Confidential
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Instructions
Cancellation Rejected
1. Select order with Cancellation Status
“Cancellation Requested"
2. Click Reject Cancellation
3. Fill in shipping information
4. Click Save to complete Reject Cancellation
5. Cancellation Status will change to Cancellation
Rejected
1
2
5
3
4

14. Strictly Confidential

15. Return Management – Process Overview
Strictly Confidential
16
Customer Seller
Accept
Reject
Customer Placed Order
Paid
Response to customer request
Ready for shipping
Shipping
Return Request
Received Product
Return Failed
Reason for Rejection
Shipping for Return
Confirmed Reception
Refund Policy by Payment Method
Please refer to slide no.3
Refund Completed
OR

16. Return Management – Approve & Complete Return
Strictly Confidential
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Instructions
Return Approved
1. Select order with Return Status “Return
Requested"
2. Click Approve Return.
3. Click OK to complete the return process.
4. Return status will change to “Return Approved”
Once return product has been received
5. Click Complete Return once seller received
return product
Notes:
1. Return request is automatically approved on 6th
business day if not approved within 5 business
days from the request.
2. Shipping fee following return must be
determined through agreement between seller
and buyer.
1
2
4
3
5

17. Return Management – Reject Return Request
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Instructions
Return Rejected
1. Select order with Return Status “Return
Requested"
2. Click Reject Return Request.
3. Fill in the reason for rejection
4. Click Reject Return Request to complete the
return request
5. Return status will change to “Return Rejected."
Notes:
1. Seller cannot 'reject return' after the approval.
2. Return request is automatically approved on 6th
business day if not approved within 5 business
days from the request.
3. Shipping fee following return must be
determined through agreement between seller
and buyer.
1 5
3
4
2

18. Return Management – Hold Auto Approval
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Instructions
Return Approved
1. Select order with Return Status “Return
Requested"
2. Click Approve Return.
3. Click OK to complete the return process.
4. Return status will change to “Return Approved”
Once return product has been received
5. Click Complete Return once seller received
return product
Notes:
1. Return request is automatically approved on 6th
business day if not approved within 5 business
days from the request.
2.However you click X to hold the auto approval
Once and attend to it in another date.
2. Shipping fee following return must be
determined through agreement between seller
and buyer.
X

19. Strictly Confidential

20. Exchange Management – Process Overview
Strictly Confidential
21
Customer Seller
Accept
Reject
Customer Placed Order
Paid
Response to customer request
Ready for shipping
Shipping
Exchange Request
Received Product
Exchange Failed
Reason for Rejection
Shipping for Exchange
Confirmed Reception
OR
Shipping for ExchangeReceived Exchange Product

21. Exchange Management – Approve Exchange
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Instructions
Exchange Approved
1. Select order with exchange status "Exchange
Requested"
2. Click Approve Exchange
3. Click OK to complete the exchange request
4. Exchange status will change to “Exchange
Approved”
Notes:
1. Seller cannot 'reject exchange' after the
approval.
2. Exchange request is automatically approved on
6th business day if not approved within 5 business
days from the request. For automatic approval
doesn't mean completion of dispatch of exchanged
products, it requires exchange dispatch process.
3.However you click X to hold the auto approval
ONCE and attend to it in another date.
1 4
exchange
2 X
3

22. Exchange Management – Ship Exchange Products
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Instructions
Exchange Approved - Ship Exchanged Products
1. Select order with exchange status "Exchange
Requested or Exchange Approved"
2. Click Ship Exchanged Products
3. Insert shipping information
4. Click Complete Dispatch of Exchange Products
5. Exchange status will change to “Exchange
Completed”
Note:
1. Shipping fee following exchange must be
determined through agreement between seller and
buyer.
1
3
5
4
2

23. Exchange Management – Shipping Management
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Instructions
Exchange Rejected
1. Select order with exchange status "Exchange
Requested"
2. Click Reject Exchange Request
3. Fill in the reason for rejection
4. Click Reject Return Request to complete the
return request
5. Exchange status will change to “Exchange
Approval Rejected”1
3
4
5
2

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