Cancellation requests

Monitoring cancellation requests by request or order, approving or rejecting individually or in bulk, downloading via Excel.

On the Cancellation requests screen, you review and decide on cancellation requests opened by customers for products in their orders. Each request is for a single product item. An approved request cancels that item and initiates a refund; a rejected request keeps the product in the order. The screen is used by customer service and order operations teams.

Accessing the screen

Select Order Management System › Orders › Cancellation requests from the left menu.

You can also come from other screens:

In the Orders list, if there is a cancellation request badge (⊘ symbol and request count) next to the order number, click the badge; if you have permission, the badge works as a link. Hovering over the badge shows N cancellation requests. The screen opens filtered by that order number.
The N cancellation requests badge on the package card in the Order details also opens the order's requests similarly.
The Quick access card on the OMS Overview page contains a Cancellation requests link.

If you do not see it in the menu, your account lacks permission for this screen. If you can see the screen but not decide on requests, you can use the list and Excel download; approve and reject icons and selection checkboxes are not visible.

Screen sections

Title: Cancellation requests with the subtitle Review customer cancellation requests; approved requests cancel the item and initiate a refund.
Info line: If a delay limit is defined in your workspace, Delay limit: N days appears above the filter card. Requests waiting longer than this are considered overdue. If the upper limit is reached while scanning pending requests, a warning bar appears instead of this line (see Common situations).
Filter card: filters for Order no, Decision, and Cancellation request date; below, view selection between By request / By order, and buttons Clear, Detailed filters, and Filter.
List toolbar: Per page selection (25, 50, 100; default 25), result count, Download Excel, sorting selection and direction button, refresh icon, and Columns menu.
List: each row shows a request or an order depending on the selected view.
Note below the list: Date filter applies to the cancellation request creation date; when order no is entered, date is ignored. If no date is selected, last 30 days are shown; max 30 days.

Filtering and searching

Filters apply when pressing the Filter button (or Enter in a field). Clear empties all filters and reloads the list. The list loads immediately when the screen opens.

Field	Purpose	Tip
Order no	Retrieves requests for a single order.	When an order number is entered, the date filter is ignored. If invalid date ranges (over 30 days or end before start) are entered, the list errors; clear date fields in that case.
Decision	Filters by request decision status. Defaults to All if empty.	Options: Pending, Approved, Rejected, Overdue. Overdue shows pending requests exceeding the delay limit.
Cancellation request date	Date range for request creation.	If empty, last 30 days are listed. Max range is 30 days. If only start date is selected, end date is set to 30 days after start (not exceeding today).
Product name	Retrieves requests for a specific product. Opened from Detailed filters menu.	Shows hint Type the exact product name; partial matches do not work.

Filters opened from the Detailed filters menu are remembered in this browser and reopen when returning to the screen.

Tip: To review periods longer than 30 days, split the date range into 30-day segments.

Sorting

In By request view, sorting options are Cancellation date (default), OK date, and Rejection date.
In By order view, only Order date is available; only the direction can be changed.

The adjacent button toggles sorting direction; the default direction resets. Sorting applies when pressing Filter.

Views

Switch between two views using the selection below the filter card. When changing views, the table shows View changed and Press Filter to load new view results.; the new view loads with Filter. Filters are shared between views.

By request (default): Each row is a cancellation request. Bulk approve and reject are only available in this view.
By order: Each row summarizes an order with cancellation requests; requests appear when expanding the row.

List

By request view

Result count is shown as Filter result: N requests.

Column	Meaning
Order	Order number (click to open order details); below, order date and customer name. This column cannot be hidden.
Cancellation date	When the request was created.
Sales channel	Channel from which the order originated.
Product	Image and name of the product requested for cancellation.
Total	Amount of the item requested for cancellation.
Cancellation reason	Reason selected by the customer; below, customer's explanation if any.
Status	Decision badge and decision date; for pending requests, how many days waiting; decision note (see Statuses).

Pending rows have two icons at the end: Approve (green check) and Reject (red cross). These icons are hidden for decided requests.

By order view

Result count is shown as Filter result: N orders.

Column	Meaning
Order	Order number (click to open order details); below, order date and customer name. This column cannot be hidden.
Cancellation date	Date of the first cancellation request in the order.
Sales channel	Channel from which the order originated.
Pending	Pending requests, shown as yellow badge … count · N. If none, shows `—`.
Approved	Approved requests, shown as green badge similarly.
Rejected	Rejected requests, shown as red badge similarly.

The Show requests (arrow) button at the end of the row expands to show the order's cancellation requests; Hide requests closes it. Only one order can be open at a time; opening another closes the previous.

The expanded table shows Request no, Product, Qty (always 1 since each request is a single item), Total, Cancellation reason, Cancellation date, and Status. If you have decision permission, pending requests have Approve and Reject icons.

Actions

Approving a single request

Click the Approve icon on the pending request row. The Approve cancellation request box opens; order number and product name appear under the title.
The box shows the warning Approved request cancels the item and initiates a refund. This action cannot be undone.
Optionally, enter a note in the Description field (max 1000 characters).
Click Approve. While sending, the button shows Saving…
A notification N requests processed appears, the box closes, and the list refreshes. The request status changes to Cancelled.

To cancel, click Cancel. If the action fails to send, an error message appears inside the box.

Rejecting a single request

Click the Reject icon on the pending request row. The Reject cancellation request box opens.
Select a reason from Rejection reason (required) (Select a reason). The list shows rejection reasons defined in your workspace.
Optionally, enter a note in Description (max 1000 characters).
Click Reject. If no reason is selected, the warning Please select a rejection reason. appears and the request is not sent.
A notification N requests processed appears, the box closes, and the request status changes to Request denied.

If the reasons list is empty, the message No rejection reasons are defined for the tenant. appears below the field. In this case, rejection is not possible; contact your system administrator.

Bulk approve and reject

Used to close multiple requests with the same decision. Available only in By request view and if you have decision permission.

Check the boxes at the start of the rows you want to decide. The header checkbox selects all rows on the page.
A bar appears above the list showing N records selected. Click Approve selected or Reject selected.
If one request is selected, the box opens with a singular title; if multiple, the title is Approve N cancellation requests or Reject N cancellation requests. Already decided requests in the selection show N selected requests already decided; will be skipped. and are excluded. If no pending requests are selected, There are no pending requests in the selection. appears and the decision button is disabled.
If rejecting, select a rejection reason. The selected reason and description apply to all requests.
Click the decision button. Requests are processed one by one.

If all requests are processed, the box closes and the list refreshes. If some fail, a notification N requests processed appears; the box remains open with a N requests failed section listing each failed request's Request no and error message. Closing the box with Close refreshes the list.

Selection resets when changing page, page size, or applying filters. To process more requests at once, increase Per page (max 100).

Warning: Approve and reject decisions cannot be undone. Verify selection before submitting bulk actions.

Downloading via Excel

Load the list with desired filters.
Click Download Excel. While downloading, the button shows Downloading…
When complete, a notification N rows downloaded appears.

The file is not limited to the visible page. It contains all requests matching the applied filters, up to 1000 rows, request-based regardless of view. If the limit is reached, a warning First N rows downloaded due to upper limit; narrow the date range. appears.

The file includes order number and date, cancellation date, product, total, customer's full name, status, cancellation reason and description, approval and rejection dates, rejection reason and explanation. Column headers appear in your interface language.

Warning: The file contains customer names. Remember it includes personal data when sharing.

Statuses

Status (on screen)	Meaning	Next step
Awaiting approval	Request not yet decided. Shows Waiting for N days below.	Decide by Approve or Reject.
Awaiting approval with red Overdue · N days below	Request has waited longer than the workspace delay limit.	Prioritize deciding these requests. Use Overdue filter in Decision to see all.
Cancelled	Request approved; item cancelled and refund initiated. Shows approval date and optional Description note.	No action needed.
Request denied	Request rejected; product remains in order. Shows rejection date and Description with rejection reason and explanation.	No action needed.

If no delay limit is defined, pending requests are not marked overdue.

Common situations

The list shows No cancellation requests for this filter: No requests in the selected date range and decision status. Change Decision or date range and try again. If no date is selected, only last 30 days are shown.
Warning above list: Pending requests scan reached upper limit (1000 requests); list may be incomplete. Narrow the date range.: When Pending filter is selected, requests are scanned up to 1000. Narrow the date range and press Filter again.
Instead of the list, a Something went wrong box appears: Date range may be over 30 days or end date before start date; details appear in Technical detail. Correct the range and press Filter.
Approve / Reject icons and selection checkboxes are not visible: Your account lacks permission to decide on cancellation requests or the request is already decided. Selection checkboxes never appear in By order view.
Searching by product name yields no results: Product name requires exact match; enter the full name as shown in the list.
I want to search by customer name: This screen has no customer filter. Find the order in Orders and search here by order number.