Pipe17 quickly picks up orders from your selling channels and pushes them out for fulfillment. If customers (or apps) often make changes to their orders you might want to hold them for a while or cancel them in Pipe17. This saves you the extra steps of cancelling the order in your fulfillment/3PL application.
Here are some good practices to follow when cancelling an order in the sales marketplace, e.g. Shopify, Amazon, ShipStation. We want to help you avoid sending the order to your customer for free. If you already know these steps and just want to perform the actions in Pipe17 skip to the next page of this doc
Some marketplaces hold new orders open for a period of time during which the customer can cancel - e.g. Amazon holds orders open for 30 mins. During this time the customer can cancel and for Amazon Pipe17 does NOT pick up the order for processing until the end of this window. Cancels that occur in this window are not a problem, since Pipe17 has not picked them up and/or sent the order to fulfillment.
Once this window closes, Pipe17 picks up the order. Pipe17 has a configurable hold period before the order will be sent to fulfillment. If the order is cancelled at the source during this period, Pipe17 might pick up that cancel (depends on API support) and then the order will not be sent to fulfillment. You can check this in the Pipe17 portal by seeing if the order exists and is marked "New" or "Ready for Fulfillment", then you know the order has not been sent to your 3PL or warehouse for fulfillment.
After the hold period, typically the customer can't cancel their order in the source system, but typically the merchant can, e.g using the Admin console for Shopify, Seller Central console for Amazon, etc. If you do, however, be aware that the order is still at (or on its way to) the 3PL and will ship out unless you explicitly cancel it at the 3PL. It is also possible it will be too late to cancel at the 3PL, depending on their policies.
So, our recommended best practice is:
- CONTACT YOUR 3PL. When you want to cancel an order after any open window and hold period, you should cancel it in the 3PL first. That way you are sure it can really be cancelled. If the 3PL has already shipped it, then you should tell the customer it is too late to cancel and they should instead return it for a refund.
- Once cancelled at the 3PL, cancel in the source system / marketplace (ie Shopify, etc) and if necessary in Pipe17.
- This way you will never both cancel and ship an order. Unless you do it on purpose - you could, if you chose, cancel/refund the customer but still ship the package. If you really want to do this, just cancel in the source system but let the order flow through to the 3PL.
To Hold orders for a specific period of time
1) Select the Integration menu in Pipe17 and then from the list of "Automations" select Order Hold Engine
2) You should see a screen like this one Put a number into the Default Hold Minutes box. If you want the amount of hold time to vary by order sources/channels, click Add Row and select a channel and then a channel specific hold time.
You may still need to cancel orders that Pipe17 is processing. Here are the recommended steps.
- Hold the order in your selling channel
- Open Pipe17 and if the status is Sent to Fulfillment, Partial Fulfillment, or Fulfilled then go to step 3 else go to Step 4
- Open the order in your 3PL or warehouse portal and cancel it or email them to cancel the order. Once you are sure it's cancelled, go to step 4
- Cancel the Pipe17 shipping request if it exists, then cancel the order in Pipe17 using the Cancel button.