CHAT NOW

Support Home  >  Order Query  >  Order Cancellation

Order Query

Order Cancellation

Scenario


  • Customer calls to cancel an order (services not active yet)

Things to know first


  • Order status can be found under Service in the overview of the account.
  • The order status would either be Unprovisioned, In-progress, or On-hold.
  • Unprovisioned orders are orders that are not processed yet by provisioning or not sent to the wholesaler yet.
  • In-progress and On-hold orders have already been submitted to the wholesaler.


Section 11.13 Request(s) for Service(s) cancelled before the order has been processed incur no cancellation fee. Request(s) for Service(s) cancelled after the order has been processed (In-progress/On-hold) may incur a cancellation fee of $49 unless the order has already reached completion where the charge is $99 (GST inclusive) per service or service specific standard early termination charges (if applicable).

What to do


  1. If the order status is 'Unprovisioned', consult your team leader to request the cancellation of the order.
  2. If the order is already 'In-progress' or 'On-hold', add notes to the order regarding the intent of the customer to cancel and create a ticket to provisioning requesting cancellation. Provisioning only picks up Unprovisioned orders for processing so if there is no ticket raised, the order will not be cancelled.
  3. If customer recieved a hardware from a cancelled order, process Warranty Return (RA) - Hardware Return Only - Order Cancellation
  4. Advise the customer possible fees as provisioned in the Section 11.13 of the SpinTel terms.

GUIDES

This knowledgebase contains helpful guides which cover a wide range of topics.

CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

BACK TO KNOWLEDGEBASE

CAN WE HELP YOU CHOOSE THE RIGHT PLAN?

Our gurus will help you get started, and happily help you out.

CALL US ON 13 22 10
OR WE CALL YOU

Take a look at our FAQ