Improve order cancellation email

[myriamboure]

Description

If when I cancel an order as a customer, or if a hub manager do it from backoffice, as a customer I receive an email but there are some important info missing:

• if the order is cancelled, we should add a sentence "if you didn't want to cancel that order, please contact [hub contact email]"
• there is no indication if the order was paid if I will be refunded, or other.

Expected Behavior

The email I receive is clear, I understand what I have cancelled (content of the order) and I know what action to do if I made a mistake. I know what happens with my payments.

Template proposal:

With the last sentence we can have 2 options (depending if order has been paid or not):

• "Your order was unpaid so no refund has been made"
• "Your order was paid so Superhub has refunded the full amount"
• And later when we have credits: "Your order was paid so your account has been credited"

Actual Behavior

Some info are missing (see above)

Steps to Reproduce

1. In an OC with a hub that allows to modify order until order closes, make an order.
2. Then go to modify the order and click on "cancel order"
3. Check your mailbox.

Your Environment

• Version used: V2.1 on Katuma staging
• Browser name and version: Firefox and Chrome
• Operating System and version (desktop or mobile): Ubuntu 18

[RachL]

@myriamboure shouldn't it be 3 separate issues? Plus I'm not sure they are qualified as bugs...

[myriamboure]

I am not sure either but what is clearly a bug to me is the display of enterprise fees details to customers. The rest is not a bug but probably it should be treated at once if someone review this order candellation email, so I was not sure @RachL We could separate in three issues but we should ask a dev first if it's easier to do it all at once or not.

[sigmundpetersen]

Just convert this issue to a sub-epic, create 3 new issues and put bug label on the one with the fees?

[myriamboure]

Yes, could be solution, let me see with the dev who will work on it what is better, if we need a more refine story map on it or not. It is part of the remaining subs things to do for release so it's not so important to know if it's a bug or not, it will be done anyway before we release.

[myriamboure]

Ok So I did a bit more work. I don't think we can split the issue as for me we have to completely redo this cancellation email, it is mostly broken. Let's ask devs.
What I imagine is my ideal cancellation email would be

With the last sentence we can have 2 options (depending if order has been paid or not):

• "Your order was unpaid so no refund has happened"
• "Your order was paid so Superhub has refunded the corresponding amount"
• And later when we have credits: "Your order was paid so your account has been credited"

@lin-d-hop @RachL @kirstenalarsen what do you think ? Would you rephrase the English text somewhere ? Did I forget anything important ? I kind of reused the current email templates so I hope that will not be much work. Can you confirm @kristinalim ?

As I was saying I suggest we add that to the subs remaining epic even if more a general issue as when testing we had lots of case of cancelling standing orders, and the cancellation email is really really shitty and unreadable, and it's a bit touchy especially if people had paid by credit card, they want to know if they have been refunded, etc.

[myriamboure]

@kristinalim @lin-d-hop @RachL can I have a review of my proposal for the cancellation email template ? cf last post. I need to clarify that as part of subs remaining stories. Thanks !

[lin-d-hop]

Nice work Myriam!
The template looks great. From the top here are my English suggestions:

"If you have changed your mind or don't wish to cancel this order please contact [hub manager email]"
I think you can remove the line "Here are the details of what you ordered:"
"Your order was unpaid so no refund has been made"
"Your order was paid so Superhub has refunded the full amount"
"Your order was paid so your account has been credited"

[myriamboure]

@lin-d-hop about deleting the line "Here are the details of what you ordered:" see:

• order confirmation email
  
• in subs, notification email saying was unable to place the order
  

So for consistency I would keep it in that model too... but if other agree I'm happy to remove it, I agree with you that it might not be necessary.

Happy about the other phrasing changes. I will update now the main post with the latest version.

[lin-d-hop]

Great!
Note that even though I suggest removing the line, I made a small update to the text for more native english (though your English is near perfect ;-)): "Here are the details of what you ordered:"

[myriamboure]

Fixed, thanks @lin-d-hop :-) So if no one else raise a voice I will consider we have a consent around that order cancellation template :-)

[luisramos0]

Removing from the subs v1 epic as it's not part of the scope.

[luchiago]

Hi, can I work on this?

[sigmundpetersen]

Yes, you can pick up this one as well 👍