Handling Rejected Orders

Issue

You may find yourself with the following scenario:

“My customer has received a notification that their order is on hold or that their order has been rejected. They have contacted me to resolve this issue. How should I respond?”

Solutions

Bolt recommends reviewing the order’s rejection reasons displayed in the transaction details for the order before overriding a rejection. Here are the top two solutions you can try to resolve this issue:

1. If a customer is reaching out about an order that is in a rejected-reversible state, then you can take the following actions: confirm rejection, submit for re-review, or force approve the order.
2. If a customer is reaching out about an order that is in a rejected-irriversible state, you can instruct the shopper to try to checkout again.

Tips for Re-Review

To maximize chances for a successful re-review, Bolt needs as much information as possible.

1. Submit the following evidence:

• Any record of past transactions that have been successfully placed with your store
• All communication you’ve had with the customer, including emails and recorded calls
• Any evidence of prior interactions with your brand (e.g., mailing list sign-ups, social media engagements)

2. Submit shopper’s answers to the following questions:

• Are you purchasing this for yourself or is it a gift for someone else?
• What location are you making the purchase from?