Your retailer may occasionally initiate the cancellation of an order in the CommerceHub Dsco platform. They may request to cancel the order for several reasons: a bad address on an order, a customer request for cancellation, or a missed service level agreement (SLA).
When your retailer requests a cancellation, you can either:
- Accept the request and cancel the order.
- Reject the request and ship the order. You can choose this option if you already shipped the order when the cancellation was received in the Dsco platform.
Note: Depending on the state of the order, the retailer can cancel the order before you receive it in the Dsco platform. If that happens, you’ll see a Cancelled status for the order on the Orders page. No action is required from you.
A supplier must have email notifications set up to receive cancellation request emails. See Updating your general settings for more information on email notifications.
To respond to a cancellation request:
Step 1: Click the navigation menu and select Workflows > Orders. The list of orders is displayed.
Step 2: Click the order number for the cancelled order. Tip: You can search for the PO number from the notification email, or filter the Flags for Cancel Requested.
Step 3: On the Order Details page, choose how you want to respond to the request:
- Click CANCEL ORDER to accept the request and cancel the order.
- Click REJECT REQUEST to reject the request and continue on to ship the order.