Expiring an order is one of the most negative customer experiences on our platform, often resulting in 1-star reviews. Orders should only be expired after all options have been thoroughly exhausted.
To ensure the best possible service, expirations must now be handled exclusively by the Operations team — specifically Alfred, Dani, or Olga. No one else should expire an order.
Before Considering Expiration
Many orders close to expiration involve suggested changes that must be reviewed and communicated clearly to the customer. When writing notes for the Customer Service team, always be explicit about what alternatives we can offer.
Example of clear instruction:
❌ “Please see if customer can take 8 no. 3m battens.”
✅ “Please see if customer can take 8 no. 3m battens. If they cannot accept this change, we can also offer 10 no. 3m battens, but it’s not preferable.”
If the Customer Declines the First Offer
Do not immediately expire the order. Instead:
- Re-check supplier options — see if there are any other suppliers who might fulfil the order.
- Only after a second failed attempt should you escalate to Operations.
How to Escalate for Expiration
If you still cannot allocate the order after a second review:
- Submit the order for expiration to Alfred, Dani, or Olga.
- These are the only team members authorised to expire orders. This ensures one final review is done, as they may have access to options or supplier contacts that others do not.
Communicating with the Customer
If Operations (Alfred, Dani, or Olga) determine that the order must be expired, they will update the customer about the cancellation.
Customer service should not handle these communications, as they are better managed by the Operations team to ensure efficiency. Operations can contact the customer directly when expiring an order and, if appropriate, offer compensation to apologise for the failure to fulfil the order.
Key Reminders
✔ Only Alfred, Dani, or Olga can expire orders.
✔ Always try multiple allocation options before requesting expiration.
✔ Be clear and specific in customer communication instructions.
✔ The goal is to avoid expiration wherever reasonably possible.