E-commerce · Fulfillment

Order Modification Window Handling

Let customers change or cancel an order within the brief window before it enters fulfillment.

Apps this needs

OMS / Fulfillment Order management and warehouse system for fulfillment, dispatch, carrier tracking & returns status. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup

How it works

  1. Checks the order's fulfillment status the moment a change/cancel request arrives, via the OMS.
  2. If still modifiable, processes the address change, item swap or cancellation directly via API.
  3. If already picked/packed, explains clearly it can't be changed and offers the alternative (return/exchange once received).
  4. Confirms the outcome immediately either way, written to the order record.

Data sources

OMS / WMS real-time fulfillment status

What it targets

  • Modification requests resolved within the modifiable window Target 90%
  • Support tickets created for a modifiable-window request Target -70%