Problematic orders & Cancellations
In this page, you’ll learn what are the different problems customers can face, how customers react, how to act as an agent to resolve the issues, and the tools we have to assist.
Written by mansi.shivraj
Updated at April 16th, 2025
Table of Contents
What are the issues that cause customers to cancel orders?
Customers can encounter various issues with their orders, which can impact their shopping experience. The most common problems include:
📦 Delivery Issues:
- Late delivery: The order takes longer than expected to arrive.
- Order tracking: The customer is asking about the order’s delivery status.
- Order not received: The customer never received the package.
- Order not confirmed: the order never gets confirmed by the store. (Order status new)
💔 Damaged & Incomplete Orders:
- Physical damage: The item arrives broken, scratched, or in poor condition.
- Defective product: The item does not function properly or is not as described.
- Missing items: Some products from the order are not included.
- Wrong item: The customer receives an incorrect product instead of what they ordered.
⚠️ Incomplete Orders:
- Missing Items: Some products from the order are not included.
- Wrong Item: The customer receives an incorrect product instead of what they ordered.
💡 Customer's change of mind:
Sometimes, customers just change their minds!
What should customers do if they are facing order issues?
It’s usually best and more convenient for both the customer and the merchant to resolve issues directly. That’s why we should always encourage customers to contact the merchant first, as our ability to assist is limited since we only serve as a payment method. From our side, we can recommend:
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Contact the Merchant & reviewing their policies:
- Ask customers to reach out to the merchant through their support channels.
- Advise the customer to contact the merchant and provide them with the order details (order number, tracking ID, etc.) to request clarification on the issue and possible resolutions.
- Recommend reviewing the return & refund policies on the merchant’s website to understand the timeframe and process for resolving such issues.
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Raise a Dispute:
- If the option was available with the merchant, the customer could initiate a dispute through the Tabby app. “More details are provided in the section below”
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Contact Tabby for Assistance:
- If the merchant is unresponsive, customers can get back to us and provide relevant order details and an explanation of the issue.
What if the customer wishes to cancel their order?
| 📲 1. Cancelling through the merchant’s app / website | 📞 2. Cancelling by contacting the merchant directly |
|---|---|
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Note: The steps to cancel an order may vary by merchant, as each merchant has their own process. The above are general guidelines.
How to manage refunds for these orders?