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Order Cancellation After RTS (High Level Overview)

Order Cancellation After RTS (High Level Overview)

Owned by Rohit Kumar
Last updated: Nov 18, 2024
5 min read

What is the purpose of this article?

This article outlines a high-level approach for enabling order item cancellation after a tracking ID has been assigned. We’ll review the existing flow and discuss the steps needed to adapt it to support cancellations after the "Ready to Ship" (RTS) status.

 

What is existing flow for order item cancellation before RTS?

Here are the existing order item cancellation flow:

Order item cancellation from customer portal:

  1. When a customer opens the customer portal, they can cancel an individual order item if the shipment is not yet packed and the 'allowCancellation' setting is enabled in the POE settings. Following API would get called

    1. API(POST): https://qastaging6688.auperator.net/api/v2/order-items/cancel

    2. Request:

      { "actor": "rohitkumar@eshopbox.com", "actorType": "seller", "additionalReason": "", "customerOrderNumber": "SSRPO-09", "reason": "Order placed by mistake", "isCOD": "0", "items": [ { "lineItemSequenceNumber": 1, "orderItemID": "SSRPO-09-30359878", "itemID": "LAMP-01", "quantity": "1", "productName": "Table Lamp", "remark": "cancelled by customer", "additionalInfo": { "customerUploadImageUrl": "", "comment": "" } } ], "pickupAddress": null, "refundBankAccountDetails": null, "refundMode": "originalPaymentMode" }

    3. Response:

      { "actor": "rohitkumar@eshopbox.com", "actorType": "seller", "additionalReason": "", "customerOrderNumber": "SSRPO-09", "reason": "Order placed by mistake", "isCOD": 0, "items": [ { "lineItemSequenceNumber": 1, "orderItemID": "SSRPO-09-30359878", "itemID": "LAMP-01", "quantity": "1", "productName": "Table Lamp", "remark": "cancelled by customer", "additionalInfo": { "customerUploadImageUrl": "", "comment": "" } } ], "refundMode": "originalPaymentMode" }

       

  2. After canceling a single order item from a shipment, the entire shipment is marked as canceled, and a new shipment is created with the remaining order items that were not canceled.

 

Order item cancellation from workspace:

  1. Canceling a single order item from a shipment, the entire shipment is marked as canceled, and a new shipment is created with the remaining order items that were not canceled. Following API would get called

    1. API (POST): https://qastaging.auperator.co/api/v1/order-item/cancel

    2. Request:

      { "actor": "rohitkumar@eshopbox.com", "externalChannelID": "CH6688", "customerOrderNumber": "SSRPO-02", "reason": "Customer requested, Order placed by mistake", "remarks": "fulfillment_cancel", "notifyCustomer": "", "items": [ { "orderItemID": "SSRPO-02-30359871", "itemID": "TABLE-01", "quantity": 1, "remark": "" } ] }

    3. Response:

      { "orderDetails": { "portalName": "Shopify", "channelId": "6688", "saleChannel": "CH6688", "subChannel": "CH6688", "orderId": "44229716", "integrationType": "7", "isCod": "0", "orderDate": "1730697863000" }, "currentOrderStatus": "Cancelled", "orderCancellationData": { "status": "success" }, "orderItemID": "SSRPO-02-30359871", "cancellationDetails": { "type": "Customer", "reason": "Customer requested", "subReason": " Order placed by mistake" }, "orderStatus": "Cancelled", "orderCancelledTimestamp": "1730979506000" }

 

What is new requirement?

  1. The client can cancel order items from the workspace, even if they belong to a shipment that has already been manifested and assigned a tracking ID, as long as the cancellation occurs before the shipment reaches the "Out for Delivery" stage.

  2. Canceling a single item from a shipment should lead to the cancellation of the entire shipment it is part of, regardless of whether the cancellation action is taken from the customer portal or the workspace.

  3. The customer can cancel order items if the POE settings enable a specific option that displays the cancellation feature to the customer.

What are the steps to achieve new requirement?

Cancellation through customer portal:

  1. Introduce a new column, cancellationCondition, in the poe_channel_settings table to store key-value pairs. Based on these conditions, we will determine whether to allow the customer to proceed with the cancellation action. value need to saved is given below

    { "beforeReadyToShip": true, "beforeHandoverDone": true, "beforeOutForDelivery": true }

  2. The above value can be configured through customer portal setting through API given below:

    1. API (POST): https://eshopboxdemo.myeshopbox.com/customer-portal/api/v1/poe-setting

    2. Request:

      { "allowCancellation": true, "cancellationReasons": [ "Delivery is delayed", "Order placed by mistake", "Expected delivery time is too long", "Item Price/ Shipping Cost is too high", "Bought it from somewhere else" ], "cancellationRefundPolicy": { "bank": true, "originalPaymentMode": true, "storeCredit": true }, "cancellationPolicy": { "beforeReadyToShip": true, "beforeHandoverDone": true, "beforeOutForDelivery": true } }

      In the above API, the frontend should implement logic to set allowCancellation to true if any of the cancellationConditions are true.

  3. To determine whether the cancellation option should be available to customers on the portal, two APIs are called. The combined results from these APIs provide the condition for allowing cancellations on the customer portal.

    1. POE setting API(GET): https://eshopboxdemo.eshopbox.com/api/v2/poe-setting from this API we will get following details from response

      { "allowCancellation": true, "cancellationCondition": { "beforeReadyToShip": true, "beforeHandoverDone": true, "beforeOutForDelivery": true } }

    2. get order details API(GET): https://eshopboxdemo.eshopbox.com/api/v2/order/6034086101238 from this API we will get following details

      NEED TO BE DISCUSSED

    3.  

  4. Once the conditions for cancellation are met, the cancellation button will appear on the customer portal. The customer can then cancel an order item, triggering the following API call with the specified request body.

    1. API(POST): https://eshopboxdemo.eshopbox.com/api/v2/order-items/cancel

    2. Request:

      { "actor": "rohitkumar@eshopbox.com", "actorType": "seller", "additionalReason": "", "customerOrderNumber": "6034086101238", "reason": "Order placed by mistake", "isCOD": "1", "items": [ { "lineItemSequenceNumber": 14804209664246, "orderItemID": "6034086101238-40636436", "itemID": "48684113002742", "quantity": "1", "productName": "Protein Powder / Banana", "remark": "cancelled by customer", "additionalInfo": { "customerUploadImageUrl": "", "comment": "" } } ], "pickupAddress": null, "trackingId": "1234045" }

    3. Response:

      { "actor": "rohitkumar@eshopbox.com", "actorType": "seller", "additionalReason": "", "customerOrderNumber": "6034086101238", "reason": "Order placed by mistake", "isCOD": 1, "items": [ { "lineItemSequenceNumber": "14804209664246", "orderItemID": "6034086101238-40636436", "itemID": "48684113002742", "quantity": "1", "productName": "Protein Powder / Banana", "remark": "cancelled by customer", "additionalInfo": { "customerUploadImageUrl": "", "comment": "" } } ] }

Cancellation through workspace:

  1. To enable cancellation from the workspace, only one condition needs to be checked: if the current order status is before 'OUT FOR DELIVERY.' In this case, the client can be allowed to cancel the order item.

  2. After the above condition is met we need to call given API with the given request body

    1. API(POST):
      https://order-return-dot-eshopbox-client-portal-prod.appspot.com/_ah/api/esb/v1/order-item/cancel

    2. Request:

      { "actor": "rohitkumar@eshopbox.com", "externalChannelID": "CH2860", "customerOrderNumber": "6034082201846", "reason": "Customer requested, Order placed by mistake", "remarks": "fulfillment_cancel", "notifyCustomer": "", "items": [ { "orderItemID": "6034082201846-40636305", "itemID": "48689884233974", "quantity": 1, "remark": "" } ], "trackingId": "927348248" }

    3. Response:

      { "orderDetails": { "portalName": "Shopify", "channelId": "2860", "saleChannel": "CH2860", "subChannel": "CH2860", "orderId": "56775800", "integrationType": "7", "isCod": "0", "orderDate": "1730713503000" }, "currentOrderStatus": "Cancelled", "orderCancellationData": { "status": "success" }, "orderItemID": "6034082201846-40636305", "cancellationDetails": { "type": "Customer", "reason": "Customer requested", "subReason": " Order placed by mistake" }, "orderStatus": "Cancelled", "orderCancelledTimestamp": "1731070844000" }

Actions to take after the cancellation API is called from either the customer portal or workspace.

  1. Upon receiving the request payload from the cancellation API, check if a tracking ID is present. If it is, call the ClickPost cancellation API.

    1. API(GET): https://www.clickpost.in/api/v1/cancel-order?username=*****&key=*****&waybill=*****&cp_id=*****&account_code=*****

    2. Response: 200

  2. If the above API returns a 200 response, or if there is no tracking ID in the payload, we proceed to call the Inhouse Core API to log the cancellation in our system

    1. API(POST):

    2. Request:

    3. Response:

NOTE: If cancellation is happening before handover then flow will be same as current(Old) flow, current shipment get cancelled and new shipment get created.



 

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