About the reason why the orders should have been canceled but not canceled

8 Comments

  • Sabra
    Zendesk Customer Care

    Hello! If you make changes to the customer's Shopify order, you'll want to make sure to refresh the ticket, or refresh the app by clicking on the refresh button in the top of the Apps panel in Zendesk.

    1
  • To Sabra

     

    Thanks your reply. Do you know the root of that cause?

    And I wonder if you're Zendesk CC, can I ask you smt about the Customer satisfaction system?

    What I want to know is how can I see customers' each comments in Zendesk Support or Explore.

    In additin, I want to see that comments at once in one display.

    If you know it, I would be grateful if you could let me know.

    0
  • Mike dela Rosa
    Hi 伊藤,
     
    Hope you're well, usually, the app updates will take effect once the "submit" button is clicked on. It's more of how it works natively.
     
    For CSAT results and comments, this can be achieved in Zendesk Explore. You may use this explore recipe to display the customer satisfaction comments: https://support.zendesk.com/hc/en-us/articles/4408825376282-Explore-recipe-Display-all-customer-satisfaction-comments
     
    I'll be here if you need more help!
    1
  • To Mike dela Rosa

     

    Thank you so much for your help!

    So, could you tell me the reason that the orders do not be canceled definitely after the act of cancelling?

    I have no idea about the cause of that issue...

     

    -1
  • Mike dela Rosa
    Hi 伊藤,
     
    Can you kindly let me know in detail what happens?
    0
  • To Mike dela Rosa

     

    [detail] 

    1. Shopify order information is displayed on the right side of the Zendesk inquiry browsing page.
    2. Press the "Cancel Order" button in that information.
    3. Then, although "Cancelled" is displayed on Shopify, the phenomenon that the customer is not refunded actually occurs.

     

    If I open the Shopify page in a separate tab and cancel the order within that page, this doesn't happen.

    0
  • Mike dela Rosa
    Hi 伊藤,
     
    I'll need to create a ticket for this to further investigate.
    1
  • 伊藤(カスタマーサポート)

    Hi Mike dela Rosa

    If you could do that, could you tell me the result and the cause?

    0

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