Cancelling an order

We understand that, as a brand, sometimes you might encounter supply chain issues and stock shortage unexpectedly. There are 2 stages when you can cancel an order:

  1. Before you confirm it
  2. After you confirm it, but before you have fulfilled it

General expectation: when you experience delays in fulfilling orders, please adjust your shipping lead time in your backoffice settings.

1. Cancelling an order when received (order status is: awaiting confirmation):

  • Login into your backoffice
  • Click on the order number
  • On the upper part of the screen - click on the CANCEL ORDER button

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  • Select the cancellation reason

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  • click on "cancel order"
  • Important! select the accurate reason for cancelling;
  • the cancellation reason "retailer cancelled" should not be used when you cannot fulfil the order because of out of stock or delays in order processing on your side, and the retailer cannot accept the delays anymore; in such cases - the cancellation reason selected should be: out of stock or unexpected too long delivery time.
  • for a good retailer experience, we ask brands to always keep the retailer informed of any delays, so that we avoid negative retailer experience impacting their future orders from you when you have to cancel an order; check this article on How to contact retailers
  • reminder: order cancellations have an impact on your ranking and visibility on Orderchamp
  • your cancellation request will be sent to Orderchamp's Customer Support team for review and approval

 

2. Cancelling an order after you have confirmed it (order status is: awaiting fulfilment):

  • Login into your backoffice
  • Click on the order number
  • On the upper part of the screen - click on the REFUND button

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  • Click on the option: "Need to cancel this order completely? Click here"

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  • Select the cancellation reason

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      • click on "cancel order"
      • Important! select the accurate reason for cancelling;
      • the cancellation reason "retailer cancelled" should not be used when you cannot fulfil the order because of out of stock or delays in order processing on your side, and the retailer cannot accept the delays anymore; in such cases - the cancellation reason selected should be: out of stock or unexpected too long delivery time.
      • for a good retailer experience, we ask brands to always keep the retailer informed of any delays, so that we avoid negative retailer experience impacting their future orders from you when you have to cancel an order; check this article on How to contact retailers
      • reminder: order cancellations have an impact on your ranking and visibility on Orderchamp
      • your cancellation request will be sent to Orderchamp's Customer Support team for review and approval

How about if I can only partially fulfil the order?

If you can’t fulfil some products of the order, please place the items out-of-stock in your inventory and follow the steps below:

  1. Select the order that you want to edit from your order overview page
  2. Click the “Edit” button next to the order line you wish to edit 
  3. On the order editing pop-up, you can higher or lower the product amount
  4. When you’ve edited the order line, click “Update”
  5. After confirming the order the retailer will automatically get notified of the adjustments made on the order. A refund/payment request will automatically be sent to the retailer.

 

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