Manage Cancellation Orders

Estimated reading: 4 minutes

Last updated: August 7, 2026

Overview

Use the Cancellations page to review cancellation requests and track their progress across Synctify OMS, your warehouse, and the sales channel.

The Action Required tab shows cancellation requests that still require processing. The Completed Cancellations tab shows requests that have reached a completed outcome.

Each request uses a multi-stage Cancellation Status tracker instead of a single status value. The actions available for an order depend on its current cancellation state.

Review cancellation requests

Go to Orders > Cancellations .
Open the Action Required tab.
Locate the order you want to review.
Review the Cancellation Status tracker and Requested At date.
Click the order number to expand its line-item details.
Review cancellation requests that still require action.

The expanded order details may include:

Line No#
Product SKU
Merchant SKU
Ordered Qty
Requested Cancellation Qty
Remark
Cancellation Status

Understand cancellation progress

The Cancellation Status tracker shows how a cancellation moves through supplier, warehouse, and sales channel processing. Depending on the request and integration, the tracker may include stages such as:

Cancellation Requested
Supplier Approved
Warehouse Confirmation
Channel Confirmation
Cancelled
Confirmed

A failed partner update may also appear in the tracker, such as Warehouse Cancellation Failed.

A failed warehouse or channel stage means the cancellation has not been fully confirmed by that partner. Review the current result before changing any confirmation settings.

Override a cancellation confirmation

Use Override Confirmation when the recorded supplier, warehouse, or channel confirmation does not match the actual cancellation result.

Open the order's : (More Actions) menu.
Click Override Confirmation .
Select the line item you want to update when the order contains multiple items.
Review the Product SKU, Cancellation Qty, and Requested At fields.
Under Supplier Confirmation , select the appropriate response.
Enter or update the Remark when additional context is needed.
Under Partner Confirmation , update Warehouse Confirmation or Channel Confirmation only when the corresponding partner result has been verified.
Save the changes.
Override supplier or partner confirmation when the recorded result needs correction.

The actions available in the :(More Actions) menu depend on the cancellation’s current state. Override Confirmation is available for cancellation records that have already been accepted or rejected, so not every order shows the same actions.

Filter cancellation orders

Click Filter to narrow the cancellation list. Available filters include:

Order No#: Find a specific order.
Channels: Show orders from selected sales channels.
Notification Result: Find orders with a Shipment Notification Failed or Invoice Notification Failed result.

The notification filter is separate from the cancellation progress tracker. It does not filter by cancellation stages such as Cancellation Requested or Supplier Approved.

Retrieve a missing order

Use Missing Orders? when an order exists on the sales channel but cannot be found in Synctify OMS.

Click Missing Orders? .
Select the sales channel.
Enter the order number.
Run the order detection.
Review the comparison result before choosing an available retrieval action.

The tool first checks whether the selected integration supports retrieving an individual order and whether the order exists on the sales channel. The next available action depends on what is already stored in Synctify OMS.

When Synctify OMS finds an existing Pending, Exception, or On-Hold order, the tool may offer an option to delete and retrieve the order again. Review the comparison carefully because this action replaces the existing order record.

Add an order remark

Use Create Order Remark to record internal context for an order.

Open the order's : (More Actions) menu.
Click Create Order Remark .
Enter the remark.
Select Make as On-Hold when the order should also be placed on hold for manual review.
Save the remark.

When Make as On-Hold is selected, Synctify OMS records the remark and places eligible order lines into an On-Hold state.

View completed cancellations

Go to Orders > Cancellations .
Open the Completed Cancellations tab.
Locate the completed cancellation request.
Review its Cancellation Status tracker and Requested At date.
Click the order number to expand its line-item details when needed.