Unconfirmed Order Shipment

[syeddanishanwar]

I had placed an order on Thursday 14 April, but I could not confirm the order. Upon receiving an automated confirmation call, my phone had turned off due to low battery. I received a message on my phone that I will receive another confirmation call within the next business hours.

I had waited till Monday 17 April but there was no confirmation call from PW. So, I placed another order that I had confirmed by pressing 1 after the subsequent automated confirmation call.

Today on Tuesday 18 April, I had received a call that I should cancel the first unconfirmed order otherwise it would be dispatched. My question is how can I delete my first order as I don't see any option similar to the one in Daraz?

My second question is why do PW ships parts when an order has not been confirmed through the automated call?

A lot of things need to be sorted with PW Auto Parts section out as the current process is highly inefficient. I suggest there should be proper SOP for confirmation and cancellation of order. The present process is not streamlined or convenient for the buyers.

[capsat]

@behram.ali can be of help

[shazo]

Hello, first apologize for facing problem.
your first order which you have placed on 14th was cancelled and in our pending status as it was not confirmed by user.
when you placed another order, it generates new CN/Order number. so your 2nd order is matured and we can share more details on it if you are willing to provide any order number or cell number from which you have placed order.
on you second question, we never send anything if its not confirmed from user end, likewise your first order and it was never matured.
Please understand that during Eid holidays and covid situation in city your order get lil delay due to less working hours and courier conditions, I again do apologize for delay we are working hard to make everything possible.
Hope it helps and update us with details so we can further more update you regarding it.

[capsat]

@shazo @behram.ali
good to see some of you reconnecting diligently. Thank you

@HanifBhatti sahebThank you

[syeddanishanwar]

Ok. Thank you for the prompt reply. I did receive the confirmed order on time.

But I had also received a call from 021-35801575 with a person stating that I must cancel the un-confirmed order (same product; see my comments above) otherwise they will dispatch it. I told the person that there is no option to cancel the order. The person gave me another number 0311-5821615 saying that I must tell him to cancel the order. This is a comical process of cancelling an order. Why should I call another person to cancel an order? And why was the person saying they will dispatch the order even when I have not confirmed it?

The initiative of PW Auto store is good. But the issues should be ironed out to make the order process more convenient for the online users.

I suggest that you should create a policy for cancel order similar to Daraz and Sehgal Motors. For instance, Daraz has a policy of allowing users to cancel order if the product is not handed over for shipment. There is also a history for each user regarding the order details.

I know making changes to an e-commerce site is not cheap. But the investment would be worth it as it will result in more loyal customers. This will also prevent inconvenience to the sellers since the only option for a buyer to cancel order is to reject delivery that is costly for the sellers.

[shazo]

The system is simple, User only receive order once he confirms it from his end, as you have received call and he gave you number of our representative so he will cancel your order on your behalf.
I understand your point here and we are working to improve the tracking system for user and it will be live very soon.
Still you can share your order details here so we can look into it and find out current status of the one which you want to cancel.

[capsat]

@syeddanishanwar send your order details to @shazo inbox with your contact number,
I believe the PW Store team is in pro-active mode these days and will help you promptly.