Manual Cancellations

There are three types of cancellation actions you can perform:

Type of Cancellation	Description
Complete Order Cancellation	Where the total order is cancelled
Selected Line(s) Cancellations	Cancel just certain items from an order
Quantities of Selected Line(s) Cancellations	Where certain quantities of an item are cancelled

To manually cancel a customer order, select the order you wish to cancel from the list on the orders page. The order page shows the customer details and all the items on the order. Below the order number at the top of the page, click ‘cancel order items’ to action the complete or partial cancellation of an order.

Please Note: Each item on the order has a check box and, by default, the ‘Select All’ box is automatically checked. To cancel only selected lines or quantities, uncheck the ‘Select All’ option and select the item(s) required for cancellation. Ensure the relevant check box(s) is checked and choose the ‘Cancel Selected Item(s)’ action button.

To perform a cancellation, a cancellation reason is required, along with a note in the cancel reason field. It is important that you select the right cancellation reason as these will be monitored against your SLAs:

Cancellation Code	Description
Accidental order	Customer placed the order by accident.
Incompatible/Not useful for intended purpose	The item is not fit for purpose.
Insufficient stock	No available stock for the item(s) ordered.
Missed estimated delivery date	The estimated delivery date was missed.
No longer needed/wanted	The customer has changed their mind.
Order & Collect - Damaged	The Order & Collect item is damaged.
Order & Collect – Lost	The Order & Collect item has been lost.
Performance or quality not adequate	The item is damaged, faulty, or not as described.
Suspected fraud	It is suspected that the customer has committed fraud.

To complete the cancellation, select ‘Proceed with Cancellation’. The system will cancel the selected item(s) or quantities accordingly and the status of the item(s) will change.

If you have chosen to cancel a quantity of a line, the line will appear twice on the ‘Order Details’ page, one will show the remaining pending quantity while the other will show the cancelled quantity.

The cancellation action will determine what status is shown in the order page. If the whole order has been cancelled, the order will display a “Cancelled” status. If only selected lines or quantities have been cancelled, the order will remain as “Not despatched” until the remainder of the order has been cancelled or despatched.