Cancel orders

Merchants often need to cancel orders that they receive, and this works differently if you're acting as the retailer or as the supplier in the relationship.

In this guide you'll learn:

• How retailers can submit a cancellation requests for orders fulfilled by suppliers
• How suppliers can communicate cancellation status to their retailers

Anchor to How it worksHow it works

1. A retailer can request a cancellation from the supplier.
2. If the order is not yet paid, Collective cancels the order automatically.
3. If the order is paid, the supplier can decide whether to cancel the order or not.
4. If the supplier cancels the order, the retailer will receive a notification.
5. The supplier can also cancel the order before it's paid.
6. If the supplier cancels the order, the retailer order will be canceled automatically.

Anchor to Submit a cancellation requestSubmit a cancellation request

As a retailer you can request an order cancellation for a particular fulfillment order linked to a supplier using fulfillmentOrderSubmitCancellationRequest.

If the order is not yet paid, Collective cancels the order automatically.

You can listen to the following webhooks to know if the supplier is accepting or rejecting the cancellation:

• fulfillment_orders/cancellation_request_accepted

• fulfillment_orders/cancellation_request_rejected

  If the supplier wishes to cancel the order, you will receive a notification via: fulfillment_orders/fulfillment_service_failed_to_complete

  The order will be canceled automatically so no further action is required.

Anchor to Cancel an order before fulfillingCancel an order before fulfilling

As a supplier you can cancel the order before fulfilling using orderCancel. When that happens, the order is also canceled on the retailer store and the refund happens automatically.

The retailer might also ask you to cancel the order by clicking "Request cancellation" on their store. NOTE: There's no way to detect this programmatically other than by receiving a cancellation request email.

If cancellation is requested, the order will be canceled automatically 14 days after payment was collected, if payment is still pending, or if it has not been shipped within this time.

Anchor to Next stepsNext steps

• Configure returns options.