Order cancellations

Learn how order cancellations work in Channable when cancelled by the buyer, marketplace, or seller.

An order can either be cancelled by the buyer, the marketplace, or the seller. Depending on the reason and marketplace, cancellations may or may not be logged in your order account.

Cancelled by the consumer or marketplace

bol, TikShop Shop, Wayfair (exceptions)

When a bol, TikTok Shop or Wayfair order is cancelled or a cancellation request is received, we can notify you of it over email. This email details the cancellation type and the action required.

Important: To receive cancellation notifications, you must have notifications for orders enabled.

Cancelled by bol/TikTok Shop/Wayfair

This often happens when an item isn’t delivered within the promised delivery window. In that case, the order is cancelled and the buyer receives a refund.

Do not ship the order once the customer is refunded. Other than that, no action is needed.

Cancelled by buyer

On the All orders page in your order connection, you will see the status Cancellation request.

You can either accept or reject the cancel request:

• Accept request: Cancel the order in your eCommerce platform or in Channable

Important: Once an order status is changed to cancelled, any changes made to the order in your eCommerce platform won’t be forwarded to bol/TikTok Shop/Wayfair. If you need to make changes to an order after cancelling it, you can do so in your seller account.

• Reject request: This can only be done in your seller account (not in Channable).

Note: Orders with the Cancellation request status can still be updated and shipped like regular orders if you decide to reject the request.

Other marketplaces

Channable doesn’t receive updates when a customer or the marketplace cancels an order, as only the seller can process cancellations in their seller account and eCommerce platform (webshop).

Cancelled by seller

When a seller cancels an order in their eCommerce platform, Channable will register these changes:

• The status of the order on the All orders page will be updated to cancelled.

• Channable will notify the marketplace that the order was cancelled.

If a customer cancels an order, you still need to manually cancel the order in your eCommerce platform for Channable to register the order was cancelled.

Canceling an order in Channable

You can manually cancel an order in Channable if they have the status not_shipped, manual, or waiting. You can’t cancel an order anymore if it has the shipped status.

Note: Cancelling an order in Channable only sends information back to the marketplace, not to your eCommerce platform. If you have a compatible webshop, we recommend cancelling the order in your webshop instead.

1. Go to Orders.

2. Click on the order you want to cancel.

3. Click Cancel order. A pop up will appear asking you to confirm.

4. Click Cancel order.

The order will be refunded, given the cancelled status, and the customer will receive a refund.

If a Marketplace does not support order cancellation, it may be because the API (used by the Marketplace) didn't support this feature when the order connection in Channable was established. You can request this feature by contacting our Support team.