An order counts toward your Canceled orders rate if it's canceled for a reason within your control — whether that happens before or after you accept the order.
Cancellations are generally considered within your control if they result from your own inventory or pricing inaccuracy, incorrect country availability settings, inactivity on an order, or a retailer-requested cancelation after your stated lead time has already passed.
To view your Canceled orders rate, visit the Customer service page nested under the Analytics page in your brand portal.
How do backorders impact canceled orders rate?
Creating a backorder doesn't affect your Canceled orders rate. Once you create a backorder, the retailer chooses whether to accept it or cancel it — if they cancel at this stage, it won't count against your rate.
If you cancel the backorder after it's accepted by the retailer, it's evaluated the same way as any other cancellation.
What order types are excluded from the Canceled orders rate?
The following are excluded from your Canceled orders rate:
- Preorders
- Cancellations requested because the retailer changed their mind
- Cancellations caused by an issue with the retailer's account
- Canceling because the retailer is not a good fit for your brand and products
How do I avoid cancellations?
A few habits can help you avoid the most common causes of cancellations:
- Keep your inventory and pricing accurate. Review your product offerings every six months or so to make sure stock levels and prices are current.
- Check your country availability settings. Make sure they reflect where you're actually able to sell, so orders from countries you don't serve don't need to be canceled after the fact.
- Respond to orders promptly. Orders that sit too long without being accepted, or without shipping after acceptance, can auto-expire and count against your rate.
- Keep your lead time realistic. If your lead time doesn't reflect how long you actually need to ship, retailers may cancel after it's passed.
For more information on managing your inventory, visit Setting up my product inventory levels.
What if an order was incorrectly included in my Canceled orders rate?
If you believe an order was canceled for a reason outside your control but is still showing as impacting your rate, let us know and we can review it with you.