Audience: Retailers

Occasionally you may want to initiate the cancellation of an order in the CommerceHub Dsco platform. This request for cancellation could happen for several reasons: a bad address on an order, a customer request for cancellation, or a missed service level agreement (SLA). The procedure for processing an order cancellation differs depending on the status of the order at the time of the cancellation request:

Order Status Definition Cancellation/Cancellation Request allowed? Action Required
Created Order has been created by retailer, but not received by supplier. Yes Retailer cancels the order or line of the order. No supplier action required.
Acknowledged (also called Shipment Pending) Order has been received by supplier. Yes 1. Retailer submits a cancellation request. 2. Supplier responds to the request. (Note that the supplier is not REQUIRED to respond to the request.)
Shipped Order has been shipped by supplier. No No retailer or supplier action
Cancelled Order has been cancelled. No No retailer or supplier action

Follow the steps below to create a cancellation request:

Step 1: Click the Navigation menu and select Workflows > Orders > Shipment Pending. Locate the PO that you wish to update and select the PO number.

Step 2: On the order details page, select the Cancel Order button. 

Step 3: Include a reason for the cancellation request and select the Yes, send the request to cancel this order button. If the order is already in Shipment Pending status, a message will be displayed noting that the order has already been transmitted to the supplier.

Step 4: Once the request has been submitted, a message is displayed noting that an email has been sent to the supplier. If the request needs to be expedited then please reach out directly to the supplier.

Once the cancellation request has been sent, the supplier will be notified via email to sign in to the Dsco platform to approve or reject the cancellation. Please note that the supplier is not required to approve or reject the cancellation request, so it is possible that the supplier may choose to ship the item anyway without taking action on the request.

Was this article helpful?
1 out of 1 found this helpful

Comments

0 comments

Please sign in to leave a comment.