Failure Reasons
Background
- Each time an order item is updated to “Canceled,” “Failed,” or “Returned,” a reason is given.
- Seller Center does not control the reasons; it fetches the available failure reasons (cancelation, return, failed delivery) from the source system (either the Order Management System or the Shop System) via an api call once per day.
Objective
- As an admin, I want to access and configure the available failure reasons.
- As a Seller, I want to see these failure reasons on the order item-level.
- This provides more information when the failure comes from an external source system.
- This allows me to choose an appropriate reason when performing a cancellation directly in Seller Center.
How Does it Work?
| Step | Description | Image |
| 1 | Go to Administration > Settings | |
| 2 | Click the tab “Failure Reasons” | |
| 3 | An overview of all reasons opens. |
|
Column Explanation
| Column | Explanation | ||||
| ID | Identification number of the reason | ||||
| Name | Technical name of the failure reason. This name will not be displayed to the Seller. | ||||
| Type |
Type of failure reason. Type is defined by source system (e.g.: “Canceled,” “Returned,” “Failed,” “return_rejected,” etc.). | ||||
| Description | Display name. This is visible to the Seller. | ||||
| OOS |
“Out Of Stock” If the out of stock (OOS) switch is “on” and an order item is updated with the associated reason, the stock of the product will automatically be set to zero in order to avoid new orders and preserve customer experience. In this case, a stock update is triggered to the Shop system. The Seller can also see this (e.g., when they set an order item to “Canceled” like below):
| ||||
| Shop Enabled |
|
