Objective
To minimize order cancellations by ensuring that high-value orders (£1,000 inc. VAT or more) are handled by a senior team member who can explore alternative solutions with the customer, such as price matching or expedited delivery.
Procedure
- Customer Contact Points
If a customer requests to cancel an order of £1,000 inc VAT or more via phone, email, or chat, the Customer Service Advisor must immediately escalate the request.
- Escalation Criteria
Orders with a total value equal to or exceeding £1,000 (inc. VAT) must be immediately referred to Ben or Vigu.
The CS team should avoid confirming the cancellation and instead inform the customer that a senior team member will handle their request.
- Escalation Process
Phone Call: Politely inform the customer:
"I understand you’d like to cancel your order. Before proceeding, I’d like to escalate this to a senior team member who may be able to offer alternative solutions, such as a better price or faster delivery. Please wait one moment while I transfer you."
Email or Chat: Respond with the following template:
Thank you for reaching out regarding your cancellation request. To ensure we explore all available options, we are escalating your request to our senior team. Ben or Vigu will be in touch with you as soon as possible to discuss potential alternatives, such as price adjustments or earlier delivery dates.
✅ Never confirm cancellation immediately for orders over £1,000.
✅ Always escalate to Ben or Vigu first.
✅ Be proactive in offering solutions (price matching, delivery changes)