If an order is canceled for a reason within your control, either before or after acceptance, it will count toward your Canceled order metrics, and Top Shop criteria.
To view your Canceled order metrics, visit How do I view my shop’s performance analytics?
For more information about Top Shop, visit Top Shop program for North America based brands
How are cancellations of pre-accepted orders calculated?
If an order is canceled before acceptance, the following reasons will determine whether the cancellation is considered within your control:
- Auto-expired orders - orders automatically canceled 30 days after the order is sent to you and is not accepted
- Item(s) in the order are incorrectly priced
- Item(s) in the order are out of stock
- Retailer-initiated cancelation due to long lead time if the cancellation occurs after your stated lead time has passed
How are cancellations of post-accepted orders calculated?
Orders are considered accepted once you provide an estimated shipment date. If an order is canceled after it was accepted, the following reasons will determine whether the cancellation is considered within your control:
- Auto-expired orders - orders automatically canceled 30 days after the entered ship date if unfulfilled
- Item(s) in the order are incorrectly priced
- Item(s) in the order are out of stock
- The order is too small
- I don’t sell to retailers in this country
- Retailer-initiated cancelation due to long lead time if the cancellation occurs after your stated lead time has passed
- Orders canceled under the cancellation reason Other
How do backorders impact canceled order metrics?
Creating a backorder will not impact your canceled order metrics. After a backorder is created, the retailer will choose to accept the order, or cancel it. If they opt to cancel the backorder at this point, this will not count towards your metrics.
If the retailer accepts the backorder, you’ll be sent an order to fulfill on the restock date. If you cancel the backorder instead of fulfilling it, this will count towards your canceled order metrics.
What orders are excluded from the canceled order metric?
The following are excluded from your canceled order metric:
- Preorders
- Orders with custom products
- Cancellations requested because the retailer changed their mind
- Cancellations initiated due to an issue with the retailer’s account
How do I avoid cancellations?
We recommend keeping your inventory up-to-date and reviewing your product offerings every six months or so to ensure they’re current.
For more information on how you can manage inventory, visit Setting up my product inventory levels.
Can a canceled order affect my other metrics?
Orders that have been canceled can’t be edited or shipped. Additionally, orders can’t be canceled or edited once they’ve been shipped. This means canceled orders cannot be considered late shipments or as having missing items.
What can I do if there is an inaccurate order showing in my canceled orders metric?
If you find that there is a canceled order included in your metrics that was not canceled within your control, as outlined above, you can reach out to our team and a support specialist can help review with you.
How can I improve my Canceled order rate?
To improve your canceled order rate, it helps to understand the reasons your orders are being canceled—especially those within your control—so you can prevent similar issues in the future.
Your canceled order rate is based on the percentage of accepted orders that are later canceled for reasons you can manage.
Identifying patterns in your canceled orders can help you reduce cancellations and improve your overall order performance.