Order changes, backorders and partial shipments

Skills you'll practise

• Decide what change or cancellation is possible from an order's stage, and use the returns route once it has dispatched
• Explain a backorder or delay honestly, without inventing a date, and offer the options the customer is entitled to
• State, for the US and UK examples, the default shipping or delivery time when no time was agreed
• Get the customer's consent before substituting materially different goods
• Calculate the refund for unshipped items from the order and explain it

Course outline

1. 1.Order changes, backorders and partial shipmentsVideo · 2 min
2. 2.Changing or cancelling before it shipsLesson · 15 min
3. 3.Backorders, pre-orders and delaysLesson · 18 min
4. 4.Partial shipments, substitutions and refundsLesson · 17 min
5. 5.Order changes, backorders and partial shipments: knowledge checkKnowledge check · 17 questions
6. 6.Final exam7 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• FTC: Business Guide to the FTC's Mail, Internet, or Telephone Order Merchandise Rule (US example)
• Consumer Rights Act 2015, section 28: Delivery of goods (UK example)
• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service practice (starter content; needs subject review)