What happens if a customer changes her mind
Discover the potential consequences and solutions when a customer decides to change her mind about a purchase, including the impact on businesses and strategies for effectively managing customer changes.
Written by Product Team
Updated at July 27th, 2024
Table of Contents
If a customer requested a refund or an exchange and then changes her mind, you have to follow these instructions depending on the transaction type and refund method.
Non-instant refund or exchange
In this case, you have to cancel the request.
Instant refund w/ bank transfer or original payment method
Since the customer already has the money, you have to reject the request by indicating that the customer changed her mind through the product validation page.
- Search the request you want to cancel
- Hit the status drop-down
- Click “Rejected”
- Choose Customer changed their mind as the reject reason
- Hit Confirm
Instant refund w/ store credit
If the customer already used the store credit, reject the request as described above.
If the customer didn't use the store credit:
- Deactivate the discount code
- Get in touch with the Reveni team at merchants@reveni.io so they can cancel the request – You won't be able to do it
Instant Exchange
If the new order has been fulfilled, reject the request as described above.
If the new order hasn't been fulfilled:
- Cancel the new order
- Get in touch with the Reveni team at merchants@reveni.io so they can cancel the request – You won't be able to do it