Reject an order and add an internal note

The reject icon opens a note box. Your note stays with the team; the customer gets a fixed message that promises a callback, and an empty note blocks the button.

Short answer

A rejection does two things: it closes the record and sends the customer this fixed message: "Talebinizle ilgilendik. Ekibimiz kısa süre içinde size dönecek. 🙏" ("We have looked at your request. Our team will get back to you shortly.") The message promises a callback, so get back to the customer in the chat soon. Your note never reaches them; it stays in the internal record, so write the real reason plainly and keep secrets such as passwords or card numbers out of it. While the note field is empty, the Reddet button stays disabled.

This page also exists in Turkish with the same scope: Türkçe okuyun

Before you start

The Siparişler tab of Sohbet Gözetimi; the reject icon sits at the end of the order card.
A record in Onay Bekliyor, Onaylandı or Sepet Hatası (Link Hatası) status. No other status shows the reject icon.
One clear sentence of reasoning that the team can read back later.

Step by step

These screens sit inside the Intent AI section. Sign in, open Intent AI; the menu names below are in that section's left menu.

Open the record from the Siparişler tab

Open Sohbet Gözetimi, switch to the Siparişler tab and find the record you want to reject in the list.

Press the red cross icon and write the reason

Press the red cross icon at the end of the row to open the "Talebi reddet" box. Type your reason in the "Red nedeni (zorunlu)…" field. The Reddet button in the box turns active only once that field has text; press it.

Check that the badge reads Reddedildi and the icons are gone

The card badge now reads Reddedildi and the approval icons disappear from the row. The message the customer receives is fixed and carries none of your note.

Result check

If it did not work

Check these

The warning "Talep reddedildi. Müşteriye bilgi mesajı gönderilemedi" means the rejection was saved but the message failed. Write to the customer yourself.
A disabled Reddet button means the note field is empty. Type a short reason and the box will send.
Rows badged Link Hazır, Gönderiliyor or Link Gönderildi carry no reject icon. Once the product-page link has reached the customer, handle it by talking to them.
If the banner "Bu siparişin mağazaya yazımı başladı" appears, the order may already be in Ticimax; the request cannot be rejected. Check Ticimax and do not key the order in again.

Does this step look different in your panel?

We can review the screen and exact error text together.

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This guide was checked against the product UI and code inventory on 4 October 2026.