At OrientDig, we understand that sometimes orders need to be adjusted or cancelled. Our customer service team is dedicated to making the refund and cancellation process as straightforward as possible. This guide will walk you through the proper procedure to open a case and maintain clear documentation for efficient resolution.
Opening a Refund or Cancellation Case
Step 1: Access Your Account Dashboard
Log in to your OrientDig account and navigate to the "Order History"
Step 2: Initiate the Request
Click on the order details and look for the "Request Cancellation""Request Refund"
Step 3: Select Reason and Provide Details
Choose the most appropriate reason for your request from the dropdown menu. In the description field, please provide clear, specific details about why you're requesting the refund or cancellation.
- For size/quality issues: Include photos if applicable
- For shipping problems: Include tracking information
- For incorrect items: Specify what you received vs. what was ordered
Documenting Communication Clearly
Proper documentation ensures your case is processed quickly and accurately. Follow these guidelines:
Keep All Communication in Official Channels
Use only the OrientDig messaging system for all case-related communication. This creates an official record that our support team can reference.
Be Specific and Concise
When describing your issue, include:
- Order number and date
- Product name and SKU if available
- Clear timeline of events
- What resolution you're seeking
Attach Supporting Evidence
Upload relevant files directly to your case:
- Photos of damaged or incorrect items
- Screenshots of error messages
- Documentation of shipping issues
What Happens After You Open a Case?
Once you submit your request, our customer service team will:
- Review your case within 24-48 business hours
- Contact you if additional information is needed
- Process eligible refunds to your original payment method
- Send confirmation once the case is resolved
Refunds typically appear in your account within 5-10 business days, depending on your financial institution.