Good morning!
I need to know if it’s possible to use the “cancel” button within the seller panel for an order with, say, 3 products, where the seller will ship two of them to the customer but will not deliver the third one. I understand that the “cancel” button is no longer displayed once you invoice the order, but in this example we still have a pending item that the seller won’t be shipping — they want to cancel it instead.
Will the cancel button still be displayed to cancel the remaining balance? Could anyone help me out?
Hi Heverson,
Just confirming the scenario: what you want is to cancel only one item from an order with multiple products, without canceling the rest of the items, correct?
If that’s the case, instead of using cancellation, my recommendation would be to use the return flow, as outlined in this tutorial: https://help.vtex.com/pt/tutorial/how-to-return-order-items--2bSNWwD0g8fcUmuupLao9i
This process allows you to cancel a specific item and refund its value, without affecting the rest of the order.
Eduardo Luciano
Field Software Engineer | VTEX
Hey everyone, hope you’re all doing well!
@eduardo.luciano I thought about suggesting a return for @HEVERSON as well, but from what I understood, the Seller won’t be able to ship 1 item, and I figured they also wouldn’t be able to invoice that item. In the case of a return, you necessarily need to enter the return invoice number, which would have to be different from the invoice number of the original sale.
The only thing I didn’t understand about this scenario is whether there’s no possibility of removing the SKU from the order before it gets partially invoiced — to avoid having the item stuck in the order without being invoiced, or to avoid having to issue a sales invoice for an item that won’t be shipped just to then issue a return invoice for it.
Hi everyone, good afternoon!
Eduardo, regarding the return, I did consider doing it that way, but in that case I don’t have a sales invoice to reverse, because the intention here is to remove the item from the order that the store won’t be delivering to the customer — for example, a stock shortage.
Nat, on the point you mentioned, I think the best option would be to “remove” the item from the order that won’t be fulfilled by the seller. As for processing a return, I’m still wondering if there’s another solution.
Good afternoon, everyone! I need some help with a process — if anyone can share their knowledge, I’d really appreciate it. Here we go:
I did some research in the VTEX Help Center and found a tutorial on “How to change orders (Beta)”. Following the steps in this tutorial, there’s a topic with the information “types of order changes”, and one of the options listed is " * Remove: Removes a partial or total number of items."
So I placed an order and ran some tests in production, and it’s exactly what I was looking for — but for some unknown reason, it’s throwing an error when I try to complete the process. It’s possible to access the order, click the “change” button, and a new screen appears where you can increase or zero out the product quantity in the order, but when you try to finish the process, an error appears on the screen.
There’s also the option to change the price up or down — I tested that and it works, but if I need to revert a price that was changed, an error is displayed at the end of the process and it won’t let me complete it.
All the points I mentioned above are happening before invoicing.
Could anyone let me know if they’ve already tested this “remove items from order” option? If so, could you share your experience with me? Thanks, and I look forward to hearing from you — Heverson
Hi Heverson! Could you share more details about the error you’re seeing? This feature should work without any issues.