Cancellations a Woe for me

[Deb]

Please PLEASE  can we have some sort of reference to let us know if a cancelled order was re-ordered?  Trying to go through to see if a person has reordered  by cross reference is tedious and difficult -  ALSO  would Really be nice to have some sort of  key as to the type of cancellation  ie: cancelled or declined or returned?  Maybe even a date so we could see if they cancelled  Before or After they got their  product.

And While we are on the subject..  would really be nice if there was a limit to how long ago the order was that they can cancel..  like  a cut off of say 60 days or ?? Not a year I have had cancellations from almost a year ago - this is no longer a cancellation IMHO

I just downloaded  my Feb earnings  and took a look on my spreadsheet.  I had 154 cancellations amounting to  $1178.79 in just cancellations alone for Feb..  that's crazy .. anyone else getting high numbers besides me? 

I don't know how many of these re-ordered, if any..  too many to try to cross reference..  which is why I asked  my initial  request of having some way to see  in our backend  if a customer re-orders .. 

[idraw]

Deb, Very good suggestions for Z to take notice and hopefully implement.

[Cat]

Wow, that's a LOT! I'm hoping that's only a tiny fraction of your sales.

To be honest, I haven't got the faintest idea how to even calculate that number. I can get the sum of all orders that were placed in February which have since been cancelled, but I have absolutely NO IDEA how to tell how many cancellations actually took place this month - like orders placed in January or before that were cancelled in February. The only thing I can think of would be to download data every day and do some sort of comparison to see what has been cancelled, but that sounds like WAY more work than it's worth, and I'm a database programmer!

[samack]

I have been wishing for some way to know which are actual returns or should I say problem orders too.  So many times it is the customer just having a problem with mistakes they are making on their initial order which you can see because the order is made and cancelled that day or the day after maybe could be a couple days after but obviously too soon for them to have received their actual order.  I sure hope that is what might be happening here for your sake but I would certainly be concerned and wanting to know too.  We need a way to easily see and connect orders to their original order.  Also need to be able to see if a particular product is getting a lot of returns.  

[Mark]

Hey @Deb,

Thank you for making this suggestion and sorry for the difficulties with cancellations. I can reach out to you via email if you like to assist further.

- Mark

[Deb]

Yes please Mark.. someone mentioned hoping it was a tiny fraction.. not so tiny. About 1/5 my sales for the month.. I’d like to know what happened so I can correct it if this is an actual issue on my end.  I look forward to talking to you. Thank you. Deb

[Mark]

Hey @Deb,

I have followed up with you via email now.

- Mark

[shellifitz]

I really feel like Z could cut down on the amount of cancellations it they would just enforce the 30 day returns policy, and actually make the customer return the item before they get a refund or replacement.  Why have the policy at all if it isn't enforced? 

This is how we deal with returns at eBay and I get very few.    

Deb's numbers are really high... 1/5th of monthly sales are cancelled... wow.  Why so high?  Maybe careless packaging for shipment might also be a factor? 

I hate to hear it because it makes you wonder what the total number of cancellations site wide are.  

[Emma]

Hi Creators,

I just want to take a moment to chime in on this thread as I understand that seeing a number of cancellations in your Royalty History can be understandably worrying.

For those of you who are not aware, in November 2021, we introduced the option for customers to cancel their orders from within their Zazzle account, at any time before shipping out. Customers very often place orders and do not notice a customization error until the order is being made. This new cancellation process was introduced as a way to simplify the process for our customers, as well as reduce the rate of returns that could have been prevented. If a customer can catch the error before the order ships, it means they simply cancel the live order, make any quick changes needed and resubmit.

This has a knock-on effect in reducing the rate of returns, as the customer does not end up with the wrong product in-hand, and have to go through the whole process all over again. Basically, I just want to reassure you all that a cancellation in your Royalty History does not necessarily imply that the customer has received the product in-hand and has been reimbursed after the fact. A cancellation showing in your Royalty History is now more often than not going to be due to a live order cancellation, before the order has shipped.

Of course, on occasion customers will be issued Zazzle Credits/refunds if there is an issue with their order, however these are issued in line with our 30 day return policy, unless there are special circumstances. It is in place for a reason, to prevent abuse of our services.

I also think it is important to note that cancellations can also occur as a result of a content violation by the customer in their design, that is caught by our Content Review Team when reviewing orders before they enter the production stream (in which case, the order/item is then cancelled).

I understand that as Creators, the inability to see the reason for cancellation (ie whether it was a live order cancellation, content cancellation, Zazzle Credit or refund) can leave you assuming the worst, but please rest assured that this has been taken on board as a suggestion that we will certainly review going forward. 

Many thanks, 

Emma 🌻

[shellifitz]

Thank you for the insights @Emma 

[PAZP]

Thank you for that detailed update, @Emma .