Cancellation of Order Items

Objective

As a Seller, I want to be able to cancel an order item in case I can’t fulfill the order. Cancellation can be triggered either during “Pending” or “Ready to ship” statuses.

Cancellation on Status “Pending”

By default, it is only possible to trigger a cancellation in Seller Center when an order is in the “Pending” status. In this status, either the whole order or single order items can be moved to the “Canceled” status.

cancel1

Once an order is set to “Canceled,” the status cannot be changed anymore.

Cancellation on Status “Ready to Ship”

In some cases, Sellers set orders to “Ready to ship” even if they have not checked if the items are actually available in the warehouse. Once they realize the order cannot get fulfilled, it is not possible by default to cancel the order (item) in Seller Center.

In order to allow the cancellation-trigger to the Seller in Seller Center directly, an additional configuration is required from the admin-side. It can be configured on global and seller level if Cancellation in status “Ready To Ship” is allowed.

 

Cancellation of a single item in a package

By default Seller Center will cancel the whole package. In certain use cases it might make sense to just cancel one item out of an existing package.

Setup

Critical KnowledgeIf you want to enable cancellation on order items, please raise a TMLSD ticket. The parameter that needs to be enabled is order/one_item_cancellation. Additionally, please provide information regarding possible cancellation (the action “Cancel” can be used to either cancel the whole order or only one order item). It is also important to make sure that the OMS system also supports this functionality. 
Venture RequirementIn order to fully use this feature, the Ventures needs to make sure that the order system being used (OMS, WMS, the Shop) also supports the action (i.e., trigger cancellation on “Ready to ship” status); otherwise, the Seller will see an API error during order processing.
Step Description Image
1

Global-level:

Go to Administration > Settings

Seller-level:

Go to Administration > Seller Management > Edit Seller

 print_pdf1
2 Open “Order Processing” cancel2
3 Scroll to the setting “Allow Cancellation” in ‘Ready to Ship’ status” cancel3
4 Change option to “Yes” and click on “Submit” to save the changes.

Seller Action

When a Seller discovers that they can not fulfill an order, they can click on the option “Cancel” even if the order already reached “Ready to ship” status. cancel4

The cancellation flow is the same as for “Pending” status. The Seller must select a reason for why the order is canceled.

cancel5

Afterwards, the order can only be found under the “All” filter or under “Canceled”; this can be accessed by clicking the “Completed”  filter.