Cancelling a shipment stops the delivery of products to the customer. When you cancel a shipment that has been sent to a fulfillment connection, Vrio will automatically attempt to cancel it with the fulfillment provider as well.

How to Cancel a Shipment

Step 1: Navigate to the Shipment

First, navigate to the shipment you want to cancel. You can find shipments in multiple ways in Vrio. The most common methods are:

From the Customer Page:

1. Navigate to Search → Customers tab and find the customer record
2. On the customer detail page, scroll to the Sales section
3. Hover over the Shipment Status to expand and show shipment details
4. Click on the Shipment ID (underlined, e.g., 4829)

From the Shipments List:

1. Navigate to Search → Shipments tab
2. Filter shipments or browse the list to find the shipment you want to cancel
3. Click on the Shipment to open the shipment detail page

Step 2: Open the Cancel Modal

On the shipment detail page, click the Cancel button located in the top right area.

Note: If the Cancel button is not available, click the Shipment Actions dropdown and look for Cancel. If the shipment was already sent and has a tracking number, it may not be available to cancel.

Step 3: Complete the Cancellation Form

When you click Cancel, you'll see the cancel shipment modal:

If the shipment has been sent to a fulfillment connection, you'll see a message at the top of the modal indicating that Vrio will attempt to cancel it with the fulfillment provider as well.

Fill in the Required Fields

1. Cancel Type (required):
   • Select a cancellation reason from the dropdown
   • Common reasons include: Cannot afford, Did not understand, Not Satisfied, Accidentally ordered, etc.
   • These reasons are configurable in your Vrio settings
2. Notes (optional):
   • Add any additional notes about the cancellation
   • Helper text: "add notes to show on the history tab"
3. Click Submit to cancel the shipment

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Potential Errors

In some cases, you may receive an error message like "ERROR: Unable To Cancel Shipment" if the shipment cannot be cancelled at this time (e.g., already shipped or delivered, or if there was an error processing the cancel at the fulfillment connection).

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What Happens After Cancellation

Success Confirmation

When the cancellation is successful, you'll see a success message: "Successfully Cancelled Shipment"

Shipment Status

• The shipment status changes to Cancelled (shown with a red dot indicator)

• The Date Cancelled is recorded in the Shipment Details section

• The cancellation is logged in the Activity section with the cancel type (e.g., "Shipment cancelled. Cannot afford")

  
  

Fulfillment Connection Cancellation

When you cancel a shipment in Vrio, the system will automatically attempt to cancel the shipment at the fulfillment connection if it has already been sent for fulfillment.

What happens:

1. Vrio sends a cancellation request to the fulfillment connection
2. If the shipment hasn't been picked, packed, or shipped yet, the fulfillment center will cancel it
3. If the shipment is already in transit, the fulfillment center may not be able to cancel it

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Timing Matters

The success of cancelling a shipment at the fulfillment connection depends on how far along the shipment is in the fulfillment process. Earlier cancellations are more likely to succeed.

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Grouped Shipments

Vrio allows you to group multiple shipments together based on your settings. For example, if a customer places 2 separate orders which create 2 separate shipments in Vrio, they can be grouped together for combined fulfillment.

How Cancellation Affects Grouped Shipments

When you cancel a shipment that is part of a group:

1. All grouped shipments will be cancelled at the fulfillment connection

   • This prevents partial fulfillment of what was intended to be a combined shipment

2. Grouped shipments are reset to Pending Post

   • Any grouped shipments that are not related to the cancelled shipment will be reset to Pending Post status
   • This allows them to re-post to the fulfillment connection as separate shipments
   • The shipment from the actual cancelled shipment remains cancelled

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Example

A customer places 2 orders:

• Order A: Creates Shipment A
• Order B: Creates Shipment B

Both shipments are grouped together for combined fulfillment. If you cancel Shipment A:

1. Both Shipment A and B are cancelled at the fulfillment connection
2. Shipment A remains cancelled
3. Shipment B is reset to Pending Post and will re-post to the fulfillment connection as a separate shipment

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Cancel via Refund or Void

You can also cancel shipments as part of refunding or voiding a transaction. Learn more about refunding or voiding a charge.

When cancelling shipments via refund or void:

• Refund: You have the option to check "Cancel pending shipments"
• Void: Shipments are automatically cancelled (no option to keep them active)

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Shipment Statuses

Shipments can be in various statuses throughout their lifecycle:

• Pending Transaction: Waiting for the transaction to be processed
• Pending Post: Ready to be sent to the fulfillment connection
• Pending Tracking: Sent to fulfillment, waiting for tracking information
• Shipped: Package has been shipped by the fulfillment center
• Delivered: Package has been delivered to the customer
• Cancelled: Shipment has been cancelled

You can only cancel shipments that haven't been delivered or shipped yet. The earlier you cancel, the better chance of successfully stopping the shipment at the fulfillment connection.