My cancellation requests
Tracking cancellation requests opened by customers on an item basis with tabs, approving or rejecting them individually or in bulk.
The My cancellation requests screen is where you see cancellation requests opened by customers for your products and decide on these requests. Requests are at the order item level, not the package level: you may see two separate requests for two products in the same order. If you approve the request, the item is canceled and the refund process for the customer begins; if you reject it, the order continues processing. Pending requests are subject to a time limit, so it is recommended to check the screen regularly.
Accessing the screen
Open the Vendor Panel › Orders › My cancellation requests menu. If you click the Cancellation requests row in the To do list on the Overview page, the screen opens directly with the Pending tab. If you do not see it in the menu, your account does not have permission for this screen.
Screen sections
- Title: Cancellation requests and below "Cancellation requests opened by customers for order items. If you approve, the item will be canceled and the refund process will start."
- Status tabs: All, Pending, Overdue, Approved, Rejected; each tab shows the number of requests.
- Filter area: Order number, Requested at, and optional Product name.
- List toolbar: Per page, result count, Export (download icon), sorting, refresh, and Columns.
- List: Each row is a cancellation request for an item. If you have decision authority, selection checkboxes appear at the start of rows.
- Note below the list: "If no date is given, the last 30 days are listed; when searching by order number, the date filter is not applied."
Status tabs
Clicking a tab immediately filters the list; you do not need to press Filter.
| Tab | Requests shown |
|---|---|
| All | All requests. |
| Pending | Requests not yet decided. |
| Overdue | Still pending requests that have exceeded the day limit set by the operator. |
| Approved | Requests you have approved. |
| Rejected | Requests you have rejected. |
Tab counts are calculated based on the date, order number, and product name filters on the screen; when you change the filter and press Filter, the counts update. If counts have not arrived yet, no number appears on the tabs.
In the Pending tab, pending requests are searched within the first 1,000 requests matching your filters (according to the selected sorting). If the number of requests exceeds this, a yellow warning appears below the tabs: "Pending requests searched within the first 1000 records; some may be missing. Narrow the date range." If you see this warning, reduce the date range; otherwise, some pending requests may not appear in the list.
Filtering and searching
Order number and Requested at are always visible. Open the Product name field from the Detailed filters button. Filters are applied when you press Filter (or Enter); Clear deletes all.
| Field | Purpose | Tip |
|---|---|---|
| Order number | Finds requests for a specific order. | Date filter is not applied when searching by number. |
| Requested at | Selects the date range when the request was opened. | If no date is given, requests from the last 30 days are listed. |
| Product name | Finds requests opened for a specific product. | The tooltip says Exact product name: enter the full name. |
List
25, 50, or 100 requests are shown per page. Sorting options include Requested at, OK date, and Rejection date; the arrow button changes the direction. Sorting changes are applied with Filter. If no sorting is selected, requests are listed from newest to oldest by request date.
| Column | Meaning |
|---|---|
| Order number | The order number; below it, the order date and customer name. Clicking the number opens the My orders screen filtered by that order. Cannot be hidden. |
| Requested at | The date the customer opened the request. In pending requests, below it says "waiting for 3 days"; if the time limit is exceeded, it appears in red as "Overdue · 5 days". |
| Product | Image and name of the product requested for cancellation; below it, the sales channel. |
| Total | The sales amount of the item. |
| Reason | The cancellation reason selected by the customer; if any, the customer's explanation below. |
| Status | Badge showing Pending (yellow), Approved (green), or Rejected (red). If decided, the decision date is next to it, and below the approval note or rejection reason and explanation; the full long note appears on hover. |
On the right of pending request rows, two buttons appear: a green check (Approve) and a red cross (Reject). These buttons do not appear on decided requests. If you do not have permission to act on the order, neither row buttons nor selection checkboxes appear; the list is read-only.
Actions
Approving a request
Used to accept the customer's request to cancel the item.
- Press the green Approve button on the pending request row.
- In the Approve cancellation request (1) window, the note "The following items will be canceled." and the request's order number and product name appear.
- Optionally, write a note up to 500 characters in the Approval note (optional) field.
- Read the warning at the bottom of the window and press Approve.
Approval cannot be undone: the item is canceled and the refund process for the customer starts.
On success, a "1 cancellation request approved" notification appears, the window closes, and the list, tab counts, and Overview counters refresh.
Rejecting a request
Reject the request if you will continue to ship the item.
- Press the red Reject button on the pending request row.
- In the Reject cancellation request (1) window, select a reason from the Rejection reason list (mandatory).
- Optionally, write an explanation up to 500 characters in the Rejection note (optional) field.
- Press Reject.
The Reject button is inactive without a selected rejection reason. If no rejection reasons are defined, the window shows "No defined rejection reason; contact the operator." and you cannot reject the request. On success, a "1 cancellation request rejected" notification appears; the order continues processing.
Bulk approve and reject
Used to give the same decision to multiple requests.
- Check the boxes at the start of rows; the box in the header selects all rows on the page. A banner appears above the list saying "3 records selected." Selection only covers rows on the current page.
- Press Approve selected or Reject selected in the banner.
- The window shows the list of requests to be processed. Enter an optional note for approval, or a mandatory Rejection reason and optional explanation for rejection. The selected reason and note apply to all requests.
- Press Approve or Reject.
- Requests already decided in your selection are not processed; a warning "2 requests already decided; skipped." appears in the window.
- To clear selection, press Clear selection in the banner. Selection clears automatically when you change filters or pages.
Partial success
If some requests cannot be processed in bulk, the window remains open. Under the heading "Some requests could not be processed:", each request is listed with a Confirm (green) or Failed (red) badge; reasons appear below failed ones. Notifications still appear for successful ones. Close the window with Close, then check unprocessed requests individually.
If the request cannot be completed at all (e.g., permission or connection issue), the window stays open and a red error box appears; the Technical detail section contains information needed for support. While the request is in progress, the button shows Saving… and the window cannot be closed.
Exporting
The download icon (Export) in the toolbar downloads all requests matching applied filters and the selected tab from all pages as a CSV file. The file includes order number, order and request dates, customer, sales channel, product, total, reason and explanation, status, overdue info, approval and rejection dates, approval note, rejection reason, and explanation. Up to 1,000 requests are exported; a warning appears if the limit is exceeded.
Statuses
| Status (on screen) | Meaning | Next step |
|---|---|---|
| Pending | Customer requested cancellation, decision is yours. | If you will not ship the item, Approve; if you will, Reject. |
| Overdue (tab and red note) | Request is still pending and the day limit is exceeded. | Decide on these requests first. |
| Approved | Item is canceled, refund process started. | No action needed; cannot be undone. |
| Rejected | Cancellation request was not accepted. | Continue processing the order normally. |
Common situations
- "No cancellation requests" is shown. If you did not specify a date, only the last 30 days are listed. Expand the date range or switch to the All tab.
- I do not see Approve and Reject buttons. Buttons only appear on Pending requests. If none appear on any row, you do not have permission to act on the order.
- I tried to process the package, but a cancellation request warning appeared in the window. There is an open cancellation request on the package. Decide on the request here first, then process the package on the My orders screen.
- I accidentally approved, can I undo? No. Approval cancels the item and starts the refund; it cannot be undone from this screen. Contact the operator.
- The count in the Pending tab does not match the number of records in the list. When the number of requests matching your filters exceeds 1,000, pending requests are searched only within the first 1,000 and a yellow warning appears below the tabs. Narrow the date range and press Filter.
- "Cancellation requests are exclusive to vendor accounts" is shown. Your account is not linked to a vendor. Log in with a vendor account.