Cancelling Unshipped Orders (BigCommerce)

Orders can only be cancelled in Brightpearl if no items have been marked as shipped, the order is unpaid and not invoiced. The order will also need to be cancelled in BigCommerce.

What you need to do depends on whether payment has been receipted against the order and whether it has been invoiced. Find the relevant scenario below to help you find out how to successfully cancel your BigCommerce order:

Scenario 1

Shipped quiz incorrect Invoiced quiz incorrect Paid quiz incorrect

If none of the items on an order have been shipped in Brightpearl, it can be cancelled. Even if you have completed some of the steps towards shipping in Brightpearl (fulfill, print, pick, pack) it can be completely reversed and cancelled as long as it hasn’t been shipped.

The order will also need to be cancelled in BigCommerce.

bc cancelled unshipped

An order is cancelled in Brightpearl by moving it to your “cancelled” sales status. Choose your cancelled status as Settings > Sales > Sales workflow .

Scenario 2

Shipped quiz incorrect Invoiced quiz incorrect Paid quiz correct

Payments can be reversed by allocating a negative payment against the order. This will allow you to then cancel the order in Brightpearl. Follow these steps:

  1. In Brightpearl, allocate a negative payment.
    This will mark the order as unpaid and reverse the sales receipt accounting.
  2. In Brightpearl, cancel the order.
    Move the order to the "cancelled" status to remove it from sales reports.
  3. In BigCommerce, cancel and refund the order.

Scenario 3

Shipped quiz incorrect Invoiced quiz correct Paid quiz incorrect

Invoicing cannot be undone and invoices cannot be deleted. You will need to follow these steps:

  1. In Brightpearl, clone the items on the order to a sales credit.
    Create the credit note only (click Credit), do not receive inventory on the credit, do not process a refund on the credit.
  2. In BigCommerce, cancel the order.

Since the order shipping status will remain unshipped these orders will continue to show in "due to ship" order lists. In order to prevent this the order would need to be fully completed through shipping and payment. These steps will remove inventory and create accounting, so will need to be reversed on the sales credit by receiving the inventory and processing a refund. Read more about this in scenario 4.

Scenario 4

Shipped quiz incorrect Invoiced quiz correct Paid quiz correct

In this scenario the order cannot be cancelled. An invoice cannot be deleted so a sales credit must be used to reverse the original sale. Since the items are unshipped you have several options:

Option 1

  1. In Brightpearl, complete the original order by shipping the items.
  2. In Brightpearl, clone the items on the order to a sales credit, receive the items back in, create the credit note and process the refund.
  3. In BigCommerce, cancel the order and refund the money.

Option 2

  1. In Brightpearl, leave the original order as unshipped.
  2. In Brightpearl, clone the items on the order to a sales credit, create the credit note and process the refund.
  3. In BigCommerce, cancel the order and refund the money.

The reason you might choose option 1 over 2, is that the shipping status will be updated and the order will therefore no longer show up in "due to ship" sales order lists. It is not possible to move the order to the "cancelled" status as it has been marked as paid.

The reason you might choose option 2 over 1, is that since the inventory is not removed and received back into inventory that FIFO costing is adhered to. However, since the order shipping status is not updated it will continue to show up in "due to ship" order lists.

 
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