Placed an order for an item via a cashback service provided by my bank. Activate OnDemand take orders/administer this on behalf of clients. I received confirmation of the order from them. I knew there was likely to be a delay in dispatch as the order had been placed around Christmas. A while later I wondered if I might be able to cancel the order as I'd had second thoughts. I did realise however that a returns process would be available if the order couldn't be cancelled. This was a case of me putting a spanner in the works, not a case of Activate OnDemand having done anything wrong. Contacted Activate On Demand Customer Services midday 30th December to request cancellation of the order, if possible. If not, then to ask if I could have an update on likely dispatch date. Knew that there might be a delay in response due to holidays.A response was received midday on 2nd January:"Thank you for getting in touch regarding your request to cancel the order.Once an order is placed, it is automatically sent to our brand’s shipping partner. As such, we have reached out to them to confirm whether the cancellation can still be completed before dispatch.If the order is no longer eligible for cancellation, no return will be initiated. In that case, we will instead provide you with an update on the expected dispatch timeframe as soon as this information is confirmed by the shipping partner.We will keep you informed as soon as we receive their confirmation. Please accept our apologies for any inconvenience this may cause, and thank you for your patience while this is being reviewed.Should you have any further questions, please do not hesitate to contact us."Very nice tone to this response and very clear in terms of how orders are processed.And on 7th January the following was received:"Your cancellation request has been approved.Thank you for staying connected.Our team is now processing your refund, and we appreciate your patience while this is being completed.If you have any questions, please feel free to reach out."The refund was pending on my account on the 7th and credited to my account a day later. All great.So a case of a matter being taken on board and followed up as promised. Had they been unable to cancel the order then I'm sure I'd have been notified of dispatch date so that I could be ready to arrange a return of the item.Throughout this the tone of the emails from the customer services agent was spot on - absolutely perfect. In my case everything in terms of customer service worked perfectly.
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