To avoid unnecessary contact from customers, you will no longer receive cancellation requests for orders that have not yet been validated.
Any cancellation request made by a customer on an order that has not been validated yet will be approved automatically. The customer will be refunded and no commission will be charged. Here is how the feature will work.
- If you manage orders directly in Back Market's Back Office: Nothing could be simpler. The canceled orders will automatically disappear from your "Orders" tab.
- If you manage orders using your own API connection: An error message saying “The new status of the order line (XXXXXX) does not respect the status hierarchy” will warn you if you try to validate a canceled order.
- If you manage orders using a channel manager's API connection: The same error message saying “The new status of the order line (XXXXXX) does not respect the status hierarchy” will warn the channel manger. We have notified your channel manager of this message & have asked them to take it into consideration. If you still receive canceled orders from your channel manager's API feed, we recommend you take the following actions:
1- Ask your channel manager to immediately validate the orders when they are uploaded. If the order is immediately validated, it can no longer be canceled by the customer.
2- Ask your channel manager to take our status update messages into consideration and not push any order with a "400 bad requests" status.
- If you manage orders via an FTP connection: Back Market does not handle FTP error messages. We, therefore, ask that you check the status of the orders in your Back Market Back Office before validating. You will then see if an order has been canceled or not before shipping.