Email notifications for canceled orders
For Bol.com you will get notified via email if an order is canceled or a cancellation request from a buyer comes in. The email mentions which type of cancellation it's about and what action is required:
- The order is canceled by Bol.com. This can happen if you don’t meet the delivery promise. When this happens the order is canceled and the buyer will get a refund. In this case, it’s important to not ship the order. Other than that, no action is required. For more information, please visit Bol.com's website here.
- A cancellation is requested by the buyer. In this case you will need to either accept or reject the cancellation. Accepting a cancellation request can be done by canceling the order in your eCommerce platform or in the Channable tool (see below). Rejecting a cancellation request can only be done in your Bol.com account.
Change to order status in Channable
When a cancelation or cancelation request is retrieved, we also update the status of the order in Channable. This status is not sent to your backoffice. For orders canceled by bol.com, the status is changed to 'cancelled'. If a buyer requests a cancelation the status is updated to 'cancellation request'. On the status tab, you can also find more information, such as the time of the cancellation. See the screenshot below for an example.
Orders with status 'cancellation_request' can still be updated and shipped via the order connection in the same way as 'normal' orders, in case you decline the cancellation request.
Enabling or disabling retrieving cancelled orders
Via 'Setup > Setup orders > Options' you can turn this feature on or off for a specific order connection. When this is disabled, we don't retrieve the cancelations and cancelation requests and won't send email notifications to any of the users related to the company.