Decline reasons

Vienna3D · 2017-01-13T12:52:47.000Z

Hi,

I just had to decline an order because the customer already got the parts printed somewhere else and was no longer interested in the order.

Sadly, the option “Customer is not interested in the order anymore” - was this reason removed or was it just not applicable for this specific order?

I’ve selected “Customer will submit a new order” instead (the customer mentioned that they may) - will this affect my ranking somehow?

The only other feasible options were “I’m not interested any more” and “Other”, but in both cases the order would have been passed along to the next hub (which is not in the interest of the customer).

Best regards

Arnoldas · 2017-01-13T16:30:25.000Z

Hi @Vienna3D I think the most appropriate solution reason would be customer would like to cancel (this was the reason that replaced it.

Vienna3D · 2017-01-13T16:48:57.000Z

Edit: duplicate reply

Vienna3D · 2017-01-13T16:49:15.000Z

Thanks for the reply Arnoldas! That option also passes the order on to the next hub, which is not what the customer wanted in this case…

mx20100 · 2017-01-14T15:14:59.000Z

I don’t think it affects the ranking anymore as their ranking system is broken.

As for the declining reasons, I don’t know as I never had to decline an order.

Perry_1 · 2017-01-16T14:41:42.000Z

So I am not aware that orders get passed on the another hub when a customer declines. I have not read that before. Am I misinformed?

I do know the customer might be contacted by 3dhubs, but I dont think the order gets moved elsewhere.

Vienna3D · 2017-01-16T16:33:52.000Z

I’ve attached a screenshots of the page I get when I decline an order with the reason “customer would like to cancel”: “Pass it along If you have to decline an order then we will pass it along to the next Hub.” It does not appear for all decline options, but for some it does… An option “Customer is no longer interested in this order” without forcing the “Pass it along” function would be great!

screenshot_20170116-172900.png1080×1920 123 KB

Arnoldas · 2017-01-16T16:38:38.000Z

After the order is declined, we always show options to switch to another Hub. Your suggestion simply affects the filters applied to the checkout we send them to.

AndreasDesmedt · 2017-01-24T20:29:23.000Z

I’ve seen this happening too. Customers ordering at 5 hubs at the same time, first responder or whatever is what is important to them, and than they cancel all the other orders placed. Dropping us in ranking, and spending usefull time. Sad that is possible…

OLCE · 2017-01-30T18:45:07.000Z

Hi,

I’ve the same issue, I’ve an order (not yet accepted), and the customer asked for the order to be declined.

Because he already found another hub closer to home.

So this has 2 problems :

1/ I can select “the customer wants to cancel”, but below that, none of the options fit. There is no option related to location. Because all the other options may affect my ranking in a negative way?!

I CAN provide invoices, I CAN provide shipping, I DO print in FDM, and the customer does not need modelling or scanning…

2/ the customer does not want his order automatically be passed on, he already placed the order at a different hub

So, the first question is : a clear explanation, on how this case will affect my ranking

The second question is : we need an “other” option, where we can explain, without passing on the order to another hub, or an option “location” to cover all cancellations around “location” of a hub (that would be more fair than the options now)

Olivier