Audience: Suppliers

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.

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