Cancel Request Process

The following topics describe how to handle various Cancel Request scenarios.

When to process a Cancel Request

Process a Cancel Request after Fulfillment Request processing and before Shipment Notice processing.

Cancel Request contains incorrect product information

If you receive a Cancel Request and determine that the product was discontinued or inactive when matching the product information, accept the Cancel Request by sending Digital River a Fulfillment Notice with a status of Cancelled.

You received a Cancel Request after you sent the shipped message

If you already shipped an order, generated a Shipped message, and send it to Digital River, you do not need to generate and send another message to Digital River. You can ignore the Cancel Request. You received a Cancel Request because of small timing issues when processing Fulfillment Notices and generating Cancel Requests.

You cannot honor the Cancel Request

Send the Fulfillment Notice to Digital River with a status of Shipped, as you normally would for a shipped order. In this scenario, there is no need to actively deny a Cancel Request; if Digital River receives a Fulfillment Notice with a status of Shipped, we assume that you were not able to cancel the order or part of order.

The prices in a Cancel Request message are negative values

Remember that if you accept the Cancel Request, you need to remove these values from the prices you display on the packing slip. You can take the values that were in the original Fulfillment Request sent to you, and add the prices on the Cancel Request. Since the Cancel Request prices are negative, the correct values will appear on the packing slip.

Do not send new prices for the packing slip when you accept a Cancel Request

Digital River could send you one Cancel Request for part of the order and then send another Cancel Request for another part of the order. The requests could be sent in such a close time period that you would end up processing them serially in the same block. If you have to accept one Cancel Request and not the other, then simply sending the new prices in the Cancel Request would not be accurate, depending on which Cancel Request you accepted.