Cancellations
Stop an order before it leaves, when policy still allows it.
Configurable workflow example
Sample customer question
“Please cancel order NL-1904. I ordered the wrong size.”
Information required
- Verified customer and order
- Current fulfillment state
- Explicit confirmation from the customer
Rules checked
- Order is not yet dispatched, or cancellation is still permitted in the merchant's rules
- Customer confirmed the cancellation
- Connected store grants cancel permission
Permitted action
Cancel the order only when the operation is permitted and confirmed.
Success state
Order status in the connected system is cancelled. Payment handling follows the refund operation if needed.
Escalation
Escalate dispatched orders, partial fulfillments, or cases where cancel permission is not granted.
Sample activity
- Operation
- Cancellations
- Rule checked
- Cancel only before dispatch (sample rule)
- Action taken
- No cancel executed, order already dispatched
- Result
- Case handed to a human
Handoff reason. Fulfillment state no longer permits cancellation.