A customer contacts us after placing an order and stating they received a cancellation message/email for one or more items (or the entire order).
This is not related to payment failure. (Check if the order was cancelled immediately and payment is showing failed, if so it's payment failure). Ask for a screenshot of the message or email customer received for validation (if you need)
On checking, the order shows item(s) cancelled after placement.
Every item undergoes a final quality check before dispatch.
If the item is found damaged, defective, or unfit for sale/use, it will not be sent to the customer.
Cancellation happens when: The cancelled item was the last piece available, and no replacement exists.
The system automatically updates the order status to cancelled. (In Kapture, against the order, the cancelled item will show the Qty as 0)
Every item undergoes multiple rounds of quality checks (QC):
At supplier side before it reaches our warehouse.
At our warehouse before it is made available on the website/app.
Final QC before dispatch – to ensure the product is in perfect condition at the time of shipping. The cancellation happens at this stage
No photos/proof available: We do not capture or store images of the damaged/defective item. Even if requested by customers, we cannot provide photos.
No manual override: Once cancelled, the item cannot be reinstated into the order.
Replacement check already done: If another piece was available, our fulfillment team would have shipped it. Cancellation only occurs when no replacement stock exists.
Always acknowledge the inconvenience politely.
Reassure the customer that cancellations only happen to protect them from receiving a damaged or defective product.
Position the outcome as a better experience than receiving an unusable item.
Maintain empathy and offer help to browse/repurchase if alternatives are available online.
If customers are absolutely furious, dissatisfied and difficult to handle, offer a voucher of 10% up to AED 25 (equivalent) as goodwill (raise this request to TL and send the voucher)
1. Standard Response:
I completely understand how disappointing it is to receive a cancellation message after placing your order. Please allow me to explain – before dispatch, each item goes through a final quality check. If an item is found damaged, defective, or unfit for use, it cannot be shipped. Since this was the last available piece, the order had to be cancelled. While I know this is frustrating, it is always better than receiving an item you cannot use.
2. When Customer Asks for Proof/Photos:
I understand your concern. Unfortunately, we do not capture or store images of the defective items, so we’re unable to share any photos. The cancellation was triggered only because the item did not pass the final quality check, and our system ensures such items are never sent to customers.
3. When Customer Asks if Replacement is Possible:
That’s a great question. If another piece was available in our inventory, our team would have already shipped it instead of cancelling. This cancellation only happens when it was the last piece in stock. You can still check our website/app to see if a different size, color, or alternative product is available. I’ll be glad to help you browse.
4. Customers may ask: “Didn’t you check this earlier? Why was it listed online if defective?”
Response: Only the best quality items reach our warehouse and are listed online. However, since items are handled and stored until dispatch, damages or defects can sometimes occur after being listed. The final QC step is designed to catch such rare issues just before shipping. This ensures customers never receive an item that doesn’t meet our standards.
5. To End on a Positive Note:
I truly regret the inconvenience caused. Please be assured that cancellations only happen to protect you from receiving an unsatisfactory product. While it’s disappointing now, it ensures you always get the quality you deserve from us.
6. If Customer is Furious / Difficult to Handle:
I truly regret the inconvenience caused. I understand how frustrating this must be for you. While cancellations are rare and only happen to protect your experience, I’d like to extend a goodwill gesture of 10% off (up to AED 25) on your next purchase. I’ll arrange and share it your email within 48 hours.
(Raise voucher request to TL and get it and share with the customer.)
✅ Be empathetic and polite.
✅ Do not promise photos or proofs.
✅ Reassure customer it’s done to protect their experience.
✅ Offer alternatives if possible.
✅ Position cancellation as better than receiving a damaged product.
✅ Escalate for voucher goodwill if the customer is very unhappy.