Cancelling an Order

Updated 3 months ago

Check out this short tour about cancelling (and refunding) orders.

The process of cancelling an order that is paid, but not shipped, depends on the order source.

If an order is cancelled, it will be prevented from going into ShipBridge for shipping. Even if the order is already on your ShipBridge grid, the order status will be auto-checked and prevented from shipping.

On most marketplaces, customers can initiate a cancellation request but cannot cancel an order themselves. How the buyer contacts the seller differs among the channels.

See the table below for the steps to cancel orders based on their origin.

ORIGIN

STEPS

Local site (website, phone, or email)

  1. On the Order Detail page, click Action Menu > Set Cancel Order > Go.
  2. Follow the prompts and refund payment, if necessary.

Amazon

Rakuten

Sears

Newegg

These orders can only be cancelled before they are marked as Ship Confirmed. If the order is already Ship Confirmed on Amazon, Rakuten, Sears, or Newegg, you must issue a refund.

  1. On the Order Detail page, click Action Menu > Cancel Order > Go.
  2. Confirm the cancellation and notify Amazon, Rakuten, Sears, or Newgg. This requires a cancellation reason.

  • Buyer cancellations - Amazon buyers can initiate a cancellation request; they cannot cancel an order by themselves. Their cancellation request is viewable on Seller Central. You will have 2 days to respond. After 2 days, the buyer may contact Amazon directly for resolution. As noted above, the order should be cancelled in SellerCloud.
    • For Seller Fulfilled Prime orders, the buyer contacts Amazon directly for all customer service issues.

eBay

  1. On the Order Detail page, click Action Menu > Set Cancel Order > Go.
  2. Select a cancellation reason and click Continue. eBay will refund the customer and all transactions fees.

Overstock

Cancelling an Overstock order incurs Overstock penalties. However, Overstock may ask you to cancel the order without having it marked as short-shipped (their lingo for "not shipping").

If a customer wants to cancel part of an order, click Edit Order and revise the quantity.

If the customer wants to cancel one item in a multi-item order, revise the quantity for that item to zero.


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