Cancelling unshipped eBay orders

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

What you need to do depends on whether payment has been receipted against the order and whether the order has been invoiced. This article will go through each possible scenario and guide you on how to handle the order.

Fulfilled orders

If none of the items on an order have been shipped in Brightpearl, you can cancel the order. This includes orders which have been fulfilled where the goods out note has not been marked as shipped.

However, before you can cancel the order, you will need to delete the goods out note.

This can be done by going to Sales > Due to ship. Find the goods out note in this list, or click "Show filter" to narrow down your search.

Select the goods out note on the left-hand side of the page, then click "Delete".

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The below scenarios will assume orders are not fulfilled.

Unshipped, uninvoiced and unpaid orders

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If an order is not shipped, not invoiced and not paid, you can cancel it.

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

Unshipped, uninvoiced, and paid orders

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If the order is neither shipped nor invoiced but has been paid, you will need to reverse the payment (issue a refund) before you're able to cancel the order.

Follow these steps:

  1. In eBay, cancel and refund the order.
  2. In Brightpearl, process a negative payment against the original sales order.
  3. Now that the order is unpaid, you can move it to the "Cancelled" status.

Unshipped, invoiced and unpaid orders

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It is not recommended to invoice unshipped orders, but if an order is neither shipped nor paid but is invoiced, you can follow these steps:

  1. Decide whether you are going to uninvoice the order or whether you prefer to raise a sales credit.
  2. In eBay, cancel the order.

If you are cloning the sales order to a credit, it is recommended to uninvoice the sales order first and replace the rows on the sales order with non-stock tracked rows before reinvoicing. This is because otherwise, the order will always display as needing to be shipped.

Alternatively, you can mark the order as shipped, then mark the credit as being received. Note this may send unwanted updates to eBay.

Unshipped, invoiced and paid orders

Shipped19-512.png Invoiced15-512.png Paid 15-512.png

It is not recommended to invoice unshipped orders, but if an order is not shipped but is paid and invoiced, you can follow these steps:

  1. Decide whether you are going to uninvoice the order or whether you prefer to raise a sales credit.
  2. In eBay, cancel and refund the order.

If you are cloning the sales order to a credit, it is recommended to uninvoice the sales order first and replace the rows on the sales order with non-stock tracked rows before reinvoicing. This is because otherwise, the order will always display as needing to be shipped.

Alternatively, you can mark the order as shipped, then mark the credit as being received. Note this may send unwanted updates to eBay.

Order changes

If your customer contacts you to advise that they have ordered the wrong item (i.e. incorrect color or size) and the order has already downloaded to Brightpearl, then you have a couple of options on how to handle this:

  • You can edit the order in Brightpearl directly, and we will still handle shipping updates to eBay based on the order reference number. However, eBay would continue to show the first item ordered as you cannot update eBay orders in the same way.
  • If you would prefer eBay to be updated to show the correct item ordered, then best practice is to cancel the order in eBay, refund your customer and sell the correct item to the buyer. Use the above scenarios to guide you on how to handle the cancelled order in Brightpearl.
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