Wallet status, order status, and cancellation review

When online payments and ordering are enabled, customers should be able to see wallet activity, order history, and support status from one account. Clear records are especially important for cancellation and refund review.

Common order states

• Pending: the request has been received but not completed.
• In progress: the service has started processing.
• Completed: the service has reached its recorded final state.
• Partial, canceled, or refunded: support must review the record and apply the published policy.

Cancellation review

Cancellation is usually simplest before processing starts. Once a service has been submitted for processing, support may need to wait for a provider or internal status response before confirming eligibility.

Customer safety

Never send card numbers, CVV/CVC codes, PINs, banking passwords, or social-media passwords through support messages. Card details should only be entered on an approved provider-hosted checkout.