Order Cancellations

When a position is cancelled on the marketplace after its sales order was created, merchantCENTRAL takes it out of the sales order. The goods are then neither picked nor shipped, the open quantity no longer holds back the stock of the other channels, and the order totals are right again. The function is part of the hub; every marketplace connector that supports it reports its cancellations there.

How it works

The connector only registers the cancellation – during the import or when you cancel on its page. The sales order is changed in a step of its own afterwards: at once when you cancelled yourself, otherwise by the job queue within a few minutes. By then the marketplace has already cancelled and refunded, so a problem in the sales order holds nothing up – it is recorded as Action Required.

Setting per marketplace

On the Marketplace Card, the field Cancellation Handling decides what happens:

Value	Effect
Automatic (default)	The position is taken out of the sales order as soon as the cancellation arrives.
Manual	The cancellation waits on this page until you choose Apply to Sales Order.

The job queue entry merchantCENTRAL: apply marketplace cancellations to sales orders is set up with the first cancellation. It runs every five minutes, every day, around the clock.

What happens to the sales order

Situation	Result
Position cancelled completely	The line is deleted.
Only part of the quantity cancelled	The quantity of the line is reduced.
Order is released	It is reopened, changed and released again.
Last item line cancelled	The whole sales order is deleted; the marketplace order gets the status Cancelled.
Shipping or payment charge	They are spread over the remaining lines again.

Every change leaves a comment on the sales order. When the sales setup archives orders, an archive version is stored before the change.

merchantCENTRAL recognises the line by the link the order import records between marketplace position and sales line. For older orders without that link it looks for an open line of the same item. When the linked line was already removed by hand, no other line of the same item is touched – it belongs to a position that was not cancelled.

What is not done automatically

In these cases the sales order stays as it is, and the cancellation gets the status Action Required with the reason in the Status Message:

Reason	What to do
Line already shipped	Handle the cancelled goods as a return.
Line already invoiced, or a prepayment was invoiced	Correct the order and issue a credit memo.
Line is on a warehouse shipment or pick	Take it off the warehouse document, then apply the cancellation again.
Serial, lot or package numbers assigned	Remove the line together with its item tracking yourself.
Drop shipment, special order, assemble to order	Cancel the linked document too, then remove the line.
A shipment label already exists for the order	Take the goods out of the parcel, cancel the label, then apply again.
Order is pending approval or prepayment	Apply again later.

When only a shipping or payment charge was already shipped in part, the line is removed all the same; the cancellation then reports Action Required so that you assign the charge to the remaining lines by hand.

The hub dashboard counts open cases in its attention list.