Cancellations can happen during a few phases of order fulfillment. Once the order has been placed, item(s) can be cancelled during fraud review, at the time of claiming, and before the item is shipped. *Note: once the item has been marked as shipped in Quivers, cancellations cannot happen.
Let's take a look at how to cancel an item in each stage:
When an order is under "Review" the items will not be able to be processed. Review is the status when Signifyd fraud review process needs to take a look further into an order before validating if it can be processed.
Item(s) can be cancelled during the fraud review process. To cancel an item or items, use the checkboxes on the left to select which items should be cancelled and select the cancel button. A pop up message will ask you to confirm that you would like to cancel the items. The consumer will then be notified of the cancelled items.
Claiming an Order: Claiming an order is the first step in the order fulfillment process. When first entering the order details panel, all the items within the order will automatically be selected.
For Item(s) Already Claimed:
If an item has been claimed, it will need to be unclaimed before it can be cancelled. To unclaim, use the checkboxes on the left to select which items should be unclaimed and select the red "Unclaim" button. The items will then be available to cancel following the steps above.
Shipping an order: Once an item or items have been claimed, a carrier and tracking information can be added to complete the order in the Quivers admin panel. Once an item is marked shipped, the order will allocate to the business who fulfilled it and will be paid for that order on the next settlement period. Shipping an order also sends a notification to the consumer of the items shipped and also of the tracking information.