Cancel an Order
When a customer writes that they want to cancel, or a prepayment never arrives, cancel the order right in Business Central: the action Cancel Order cancels it in the sales channel, deletes the sales order and informs the customer.
You find the action on the marketplace order card, in the Marketplace Orders list and on the sales order as Cancel Marketplace Order.
Requirements
- The order has a sales order and the status New or Imported.
- Nothing of the sales order has been shipped or invoiced yet.
- The connector of the marketplace supports cancelling. Shopware 6 and Shopify do; for other marketplaces the action is not available.
How it works
- Choose Cancel Order.
- Choose the Reason: At the customer's request, No payment received, Item not available or Other.
- Use Inform Customer to decide whether the customer is notified. The field Mail From shows who writes to them.
- Confirm the question. The cancellation in the sales channel is final.
Then, in this order:
| Step | What happens |
|---|---|
| Check | Business Central first checks whether the sales order may be cancelled - picks, warehouse documents, serial numbers, shipment labels. If something stands in the way, the action stops before the sales channel hears of it. |
| Sales channel | The order is cancelled in the shop. If the shop refuses, everything stays as it was. |
| Business Central | The sales order is deleted through the Order Cancellations - with an archive version when the sales setup archives orders. The cancellation is listed there with the source Merchant. |
| Customer | The email goes out - from Business Central or from the sales channel. If sending from Business Central fails, the cancellation stands; the message names the reason. |
When the sales channel later reports the cancellation back, merchantCENTRAL recognises it as done. There is no second cancellation and no second email.
Who writes to the customer
The field Customer Mails From is on the marketplace card and - to override it per shop - on the card of the sales channel.
| Value | Effect |
|---|---|
| Default | On the marketplace: Business Central. On the sales channel: the setting of the marketplace. |
| Business Central | Business Central sends the email with the template from the Customer Mail Templates page. The shop cancels without a shop email. |
| Sales Channel | The shop writes to the customer itself - Shopware 6 through the flow Order cancelled, Shopify through its notification. |
If the sales channel cannot send an email itself, it comes from Business Central - even when Sales Channel is set. The customer never receives two emails.
Shopware 6: check the flow
With Sales Channel, the flow Order cancelled must be active in the shop and send an email. If it is switched off, the customer is not told.
Email templates
The Customer Mail Templates page (via search) holds the text Business Central sends - per kind of email and language. When it is first opened, merchantCENTRAL creates a template without a language; it serves every customer whose language has no template of its own. A customer's language is the language code of the sales order.
Subject and body can contain placeholders that are replaced by the values of the order when the email is sent:
| Placeholder | Value |
|---|---|
{ExternalOrderNo} |
Order number in the shop |
{OrderDate} |
Order date |
{CustomerName} |
Name of the customer |
{SalesOrderNo} |
Number of the sales order |
{ChannelName} |
Name of the sales channel |
{Reason} |
Reason of the cancellation, in the customer's language |
{CompanyName} |
Name of your company |
The email goes to the address the shop sent with the order, otherwise to the one on the sales order. It is sent with the email account of the merchantCENTRAL setup, without one through the default scenario.