Order Administration Assistant – Cancellation Records

HRS Talent Solutions; Wigan; Remote; GBP 33,000 - 37,000; Full time

Job summary

HRS Talent Solutions seeks an Order Administration Assistant – Cancellation Records for a remote role. You will handle order cancellations by recording requests, following approved processes, and communicating status according to approved instructions.

You will work with an online order system, match records, and ensure consistency in customer messaging while coordinating with the billing or dispatch teams as needed.

Qualifications

• Experience in office administration or order support is preferred.
• Ability to follow approved instructions and document actions clearly.
• Strong written and verbal communication appropriate for customer interactions.

Responsibilities

• Match incoming cancellation requests to the correct order and customer reference.
• Record timing and content of requests per employer process.
• Flag status changes that affect next steps (dispatch, payment).
• Route cases to the authorised team for approval or refusal of cancellations.
• Ensure customer messages reflect approved order status and avoid premature promises.

Skills

Record keeping

Customer service

Attention to detail

Clear communication

Tools

Email

Online order system

Case notes

Job description

Order Administration Assistant – Cancellation Records

Office Administration | Order Support | Remote
Full-time or part-time · £24.25–£26.50 hourly

An order cancellation involves more than a customer saying they no longer want an item. There may be a request to record, a decision by the authorised team, a confirmation to send and a follow-up for payment or dispatch. This role keeps those administrative stages visible. You would work from approved instructions and record what actually happened. You would not approve a cancellation outside your remit, change refund terms or promise that an item already dispatched can be stopped.

Different stages, different language

The first step is to find the right online order and read its current status. A request received before dispatch may follow a different path from one received afterwards. Use the employer’s instructions to identify the correct team and note the customer’s request in their own terms. If an authorised colleague approves the cancellation, update the assigned record and send the approved confirmation. If approval is pending, tell the customer what is known without calling the order cancelled.

Your regular tasks could include:

• Match an incoming request to the correct order and customer reference.
• Check whether a cancellation case already exists for the same order.
• Record the time and content of the request under the employer’s process.
• Flag a dispatch or payment status that affects the next step.
• Send the case to the team authorised to approve or refuse a cancellation.
• Update the record when that decision has actually been communicated.
• Note a refund question for the billing team rather than calculating an amount.
• Keep the customer-facing message consistent with the approved order status.

A common point of confusion

A customer sends a second email asking whether the first request was acted on. Check the history before answering. “Your request has been received” is accurate if the team has not yet decided; “your order is cancelled” would be misleading. If the record shows an approved cancellation but the customer did not receive the confirmation, follow the employer’s process to send it again and record the action. If the order system and email trail disagree, ask the owner to check rather than select the version that looks easiest.

The role also involves checking that the correct order line was affected. A customer may want to cancel one item while keeping the rest of the purchase. Do not close the whole order unless the approved instruction says to do so. If the customer describes a return rather than a cancellation, route it through the correct process. These distinctions prevent avoidable problems for the customer service and dispatch teams.

Some orders may already be in a collection or dispatch queue when the request arrives. A visible request is not proof that the operational team saw it in time. Check the employer’s handoff status and flag anything still pending. When a colleague confirms that the item has left the warehouse, record that fact and follow the approved alternative path. Do not erase the original customer request; the timing may matter when the authorised team explains the available options. Clear notes make it easier to give a consistent answer later.

Work style

This remote office administration role uses email, an online order system and concise case notes. You will need to compare dates and statuses, write a straightforward question and keep private details within the approved tools. A quiet home office is useful for checking two similar orders without mixing them up. You do not need previous e-commerce experience; the hiring company will train you on its stages, permissions and communication examples. Experience with customer service is helpful because you may need to explain a pending decision with patience.

The hourly range is listed above. The employer will confirm whether the available opening is part‑time or full‑time and what hours apply. This is an introductory support job with a defined outcome: a request is recorded accurately, the authorised decision is reflected in the order, and the customer knows the status without receiving an unsupported promise.