Canceling an Order

When a merchant chooses to not accept and fulfill an order they must cancel it from within their existing system (commerce platform). If an order is not canceled and is left unfulfilled it will likely result in a chargeback from the cardholder. If a shopper requests order cancelation from a merchant before the order has been fulfilled the merchant can cancel it from within their system and Violet will be made aware of the cancelation automatically.

As a part of the standard Violet e-commerce integration, Violet subscribes to webhook notifications for cancelations, processing each when they are received. Once the merchant has marked the order as canceled, Violet will process that cancelation, reversing all funds transferred to the merchant and channel and returning the funds to the shopper’s payment method. Funds should appear on the shopper’s card within 5-10 business days.

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Special Platform Specific Considerations

Certain e-commerce platforms have special limitations and considerations that impact and alter the basic Violet cancelation flow.

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Shopify

A Shopify merchant must create a refund in their Shopify admin before canceling the order. Without first performing this step the cardholders transaction may not be reversed.

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Ecwid

An Ecwid merchant must set the Payment Status to Cancelled or Refunded. Simply setting the Fulfillment Status to Delivery Canceled is not suficient.

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Channel Initiated Cancelations

Channels (Apps) also have the ability to cancel an order that they originated if that order has not yet been fulfilled. When a channel cancels an order it will be marked as canceled in the merchants existing system (commerce platform). Any transactions will be reversed, so the fincancial status of the order will reflect that it has been refunded. Common reasons for a channel to perform this action are shopper fraud or a merchant not fulfilling an order.