Decline a Fulfillment

Declining a fulfillment allows you to remove items from an order. This action updates the order's total and taxes to remove the cost of items. If you decline all items in an order, the order will be canceled automatically.

Invoices for orders with declined fulfillments will have an Items Removed section. This section lists the items removed. Additionally, a record of any declined fulfillments will be added to the Activity log of the corresponding seller order.

info

When part of an order's fulfillment is declined, the order status changes to "Partially Fulfilled". Products in such orders cannot be deleted from the catalog. Products can only be deleted if all associated orders are fully fulfilled or canceled.

Before you start

You can only decline fulfillments if payment has not been captured for the order.

note

If you've mistakenly fulfilled an item that you cannot fulfill, cancel the fulfillment first, then decline it.

If you already captured payment, you can process a return and refund.

Steps

1. Go to the order you want to edit.
2. In the section of the order, select Decline fulfillments.
3. In the Order - Decline Fulfillment page, decrease the quantity of order lines as needed to remove them from the order.
   note

   If you remove all order lines from an order, the order will be cancelled.

4. Review the Summary section to verify the number of items being removed from the order.
5. (Optional) To send a notification email to the customer, select Send shipment details to customer.
   This will trigger the "Order Fulfillment Denied" email.
6. Select Update.
7. In the Decline Fulfillment dialog, select Unfulfill Items.

Result

The fulfillment status of the removed order line items is updated to "Declined." The Order Summary on the marketplace order is updated to show the original and revised totals.

If you selected "Send shipment details to customer," the fulfillment action triggers the "Order Fulfillment Denied" email to the buyer.

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The "Order Fulfillment Denied" email template must be configured and activated to send this email notification. Follow the instructions to add an email template, utilizing the payload and sample template for the order fulfillment denied email.