In this article we will explain the different ways in which an order can be cancelled. We advise you to read our help center article on the working of order connections, before reading this article.
There are two ways a cancellation can occur: the consumer cancels the order, or the seller (retailer) cancels the order.
Order cancelled by the consumer
If the consumer cancels the order you will not see a notification of this in Channable, because Channable does not pickup these cancellations from the marketplace. The reason for this is that a retailer must accept a cancellation of the order in his marketplace seller’s account and therefore the cancellations cannot be automated. You will then need to cancel the order in your eCommerce back office.
Order cancelled by the retailer
If the retailer cancels the order in the eCommerce back office Channable will pick this up and the status of the order in Channable will be set to "canceled". Channable will also update the order in the marketplace so it will be cancelled there as well.
Note that even if the consumer cancels the order, the retailer will still need to cancel the order in his eCommerce back office otherwise that status of the order in Channable will not be set to "cancelled".