Bol: Retrieving canceled orders and getting email notifications

This article is about cancellations made by the consumer or Bol. For information on cancellations by the seller please refer to this article.

This article is only about Bol , for other marketplaces you don't get notified if an order is canceled by the consumer or marketplaces.

Email notifications for canceled orders

For Bol 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.

1

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 here.

2

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 account.

To receive these emails you need to have notifications for orders turned on. Canceled order notifications are sent as 'Information' notifications. You can read how to check that in this article.

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.

Once an order status is changed to 'cancelled' any changes made to the order in your backoffice are no longer send to bol.com. If you do need to make changes to the order, you can still do this in your bol.com seller account.

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