Delivery and cancellations
How deliveries and cancellations from every marketplace reach O2M, marking orders delivered and the auto-deliver rule.
Overview
Delivery and cancellations covers marking orders delivered when a channel does not report it, the auto-deliver rule, and what a cancellation does.
Updates from every marketplace
You manage the order where it was placed, and O2M follows. Whenever a marketplace or store updates an order, the change appears on the same order in O2M, in the Status column and in the order's Timeline. This works the same for every connected channel.
| What happens on the channel | What you see in O2M | What happens to stock |
|---|---|---|
| The order is accepted or packed | Processing | Stays held |
| The parcel is handed to the courier | Shipped, with courier and tracking number | Leaves your stock |
| The courier is out to deliver | Out for delivery | No change |
| The customer receives it | Delivered | No change |
| The customer or the channel cancels it | Cancelled | Held units go back on sale on every channel |
| The customer returns it | Returned, and a new entry in Returns | Units wait for your team to check them |
Good to know You do not need to change anything in O2M when you ship or cancel on a marketplace. Do it on the marketplace as usual and O2M updates the order.
Cancelled orders
An order can be cancelled by the customer, by the marketplace or by you on the marketplace's seller panel. In every case:
- 1The order's status changes to Cancelled, shown in red.
- 2The Released column shows the units freed from the order, and Blocked drops to 0.
- 3Those units are on sale again straight away on every connected channel.
- 4The Timeline shows when the order was cancelled and by whom.
- 5The Cancelled card at the top counts the order, so you can find all cancellations in one click.
Delivered orders
Most channels report delivery, and the order changes to Delivered by itself. Some marketplaces never confirm delivery. For those orders you have two choices: mark the order delivered yourself, or let O2M mark it delivered after a number of days.
Under the Delivered status, O2M shows how it happened: no note when the channel reported it, marked by hand, or auto-delivered.
Mark an order delivered
Every open order has a Mark delivered button at the end of its row, under Actions.
- 1Find the order. The Shipped / out for delivery card is the quickest way.
- 2Click Mark delivered on its row.
- 3The status changes to Delivered and its blocked units count as delivered. The button disappears.
Auto-deliver after a number of days
Instead of marking orders by hand, let O2M mark shipped orders as delivered a set number of days after they ship.
- 1Go to Settings → Orders and Fulfillment → Order rules. The Auto-deliver rule shows the current number of days.
- 2Click Auto-deliver.
- 3Enter the number of days after shipping, from 1 to 90.
- 4Click Save and confirm. The rule applies to every shipped order from then on. Reset puts the old number back.
Good to know Changing this rule needs an Admin role.