Confirm or Cancel a Shipment

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Introduction

When a customer places an order, it appears in the Unfulfilled → New sub-lane of the My Orders dashboard. Your first task as a seller is to determine whether you can fulfil the shipment - do you have the items in stock, in sellable condition, and ready to ship?

If you can fulfil the order, you confirm it. If you can't, you cancel it. In many cases, you can fulfil some items but not others, which is where partial confirmation and partial cancellation come in.

This page covers all actions available at this stage: full confirmation, partial confirmation, full cancellation, partial cancellation, and the unified Update Status flow for managing status transitions beyond the initial confirm/cancel decision.

Before You Begin

A few things to understand before confirming or cancelling:

• An order may contain multiple shipments if items are split across selling locations. Each shipment is confirmed or cancelled independently.
• A single shipment can contain multiple bags (product line items), each with its own quantity. You can act on individual bags or the entire shipment.
• Confirmation and cancellation happen at the shipment level, not the order level. If a customer ordered 5 items across 2 shipments, you confirm or cancel each shipment separately.
• Cancelled items may be automatically reassigned to another selling location if inventory is available. See the Cancellation section below for the different cancellation options.
• The Confirmation Summary panel differs depending on whether the shipment uses a DP-managed delivery partner or self delivery. The confirm and cancel actions themselves are the same — only the Confirmation Summary and what happens immediately after differ.

Shipment Actions Menu

On the shipment detail page, the three-dot menu (⋮) next to the Cancel/Confirm buttons provides additional actions beyond confirm and cancel. These are available at the PLACED status and some persist through later states:

• Update Status: Transition the shipment (or selected bags) to any seller-permitted status using a guided flow. See Update Status below.
• Split Shipment: Break the current shipment into two or more separate shipments. Use this when a shipment contains multiple items and some need to ship separately — for example, one item is ready now but another is delayed, or items need different packaging. Each split creates a new shipment with its own Shipment ID that is processed independently. For detailed instructions, see Split Shipment.
• SMS: Send an SMS notification to the customer regarding this shipment. Useful for communicating delays, requesting address clarification, or confirming delivery preferences.
• Reassign Store: Move the shipment to a different selling location. Use this when the assigned location can't fulfil the order but you want to manually choose which location takes over, rather than relying on the automatic reassignment triggered by cancellation.
• Download Documents: Download shipment-related documents (invoice, label, manifest) from a single menu without navigating to individual tabs.
• Help: Access help documentation and support resources related to shipment processing.
• Extension Bindings: If you have extensions installed (e.g., Customization Info, product-specific workflows), they appear here under the "Extension Bindings" section as pop-up or full-page actions. These vary based on your installed extensions.

Update Status

The Update Status action is available from the shipment detail page and lets you transition a shipment or selected bags to any seller-permitted status through a single guided flow. It consolidates actions that were previously only accessible through separate direct buttons — confirmation, cancellation, return handling, and more — into one consistent entry point.

Update Status is available from Placed onwards. The statuses available depend on the shipment's current stage. Some actions, such as Cancel Shipment, are available only until the shipment reaches Out for Delivery.

Steps:

1. Open the shipment detail page.
2. Click Update Status (from the Actions menu or the three-dot menu).
3. A panel slides in. Select the target status from the Search and Select Status dropdown.
4. Enter an optional remark in the Enter Remark field (up to 150 characters).
5. Click Proceed.
6. If the selected status requires further input (item selection, cancellation reason, QC marking), a corresponding screen opens. All items are pre-selected by default — deselect any you don't want to include.
7. Complete the required fields and submit.

If you close the panel, navigate away, or skip submission at any step, no status change occurs. The transition only completes once you submit successfully.

Available Status Transitions

The statuses available in the dropdown at any point depend on the shipment's current state — only valid next transitions are shown.

Note: All status transitions that were previously available through direct action buttons (Confirm, Cancel, etc.) remain accessible through those buttons as well. Update Status is an additional entry point, not a replacement.

Cancel Shipment (cancelled_merchant)

Use Cancel Shipment to cancel a shipment or specific bags on behalf of yourself or the customer — for example, when a customer calls in after the order is already placed and in processing.

• Available from: Placed (or Upcoming, if Order Review is enabled)
• Available until: Just before the shipment reaches Out for Delivery. If a delivery partner has already been assigned but the shipment has not yet reached that stage, the cancellation request is sent to the delivery partner automatically. Once the shipment is Out for Delivery, cancellation is no longer available.
• Supports: Full shipment cancellation and partial (bag/item-level) cancellation within the same shipment.

Steps:

1. Click Update Status on the shipment detail page.
2. Select Cancel Shipment from the status dropdown.
3. Click Proceed. The cancellation screen opens with all items pre-selected.
4. Deselect any items you do not want to cancel.
5. For each item being cancelled, select a cancellation reason from the dropdown. Available reasons include:
   • Out of Stock
   • Product Damaged
   • Pricing Error
   • Customer Requested Cancellation
   • Store Unable to Fulfill
6. Optionally, add seller remarks.
7. Submit to confirm the cancellation.

Once submitted, the shipment or selected bags display as CANCELLED BY MERCHANT in the OMS.

Permissions

The Cancel Shipment action is restricted to Company Admin and Full Access roles by default. If you manage teams with custom roles, you can grant this permission explicitly under the Teams settings.

What Happens After Cancel Shipment

Customers see the same "Cancelled by Merchant" notification and storefront status as existing seller-initiated cancellations.

Confirmation

If you can fulfil the items in a shipment, confirm it to signal that the items are available and you're ready to proceed with invoicing and packing. There are two types of confirmation.

Full Confirmation

Use this when you can fulfil every item and quantity in the shipment.

Steps:

1. Navigate to My Orders → Unfulfilled → New.
2. Click on the Shipment ID to open the shipment detail page.
3. Click the Confirm button.
4. A Confirmation Summary will be displayed. The contents of this panel depend on your delivery mode — see below.
5. Review the summary and click Submit to finalise.

Confirmation Summary: DP-Managed Delivery

If the shipment is assigned to an integrated delivery partner, the Confirmation Summary shows:

• Shipment ID at the top
• Confirmed Item(s) table with Item Details (product image and name), Seller Identifiers (SKU), Confirmed Quantity, Selling Price, Actual Price, and Actions

There are no delivery detail fields. The system will assign a DP, generate an AWB, and calculate the delivery date automatically after you submit.

After submitting, the shipment status changes to PLACED + PROCESSING and moves to the Unfulfilled → To Be Packed sub-lane. From here, the system takes over — it auto-generates the invoice, selects the best delivery partner, and allocates an AWB, all without any further seller action.

Confirmation Summary: Self Delivery

If the shipment is configured for self delivery, the Confirmation Summary shows an additional "Add delivery details" section at the top:

• AWB: Enter an Airway Bill or tracking reference for internal tracking.
• Tracking URL: Enter a tracking URL if available (optional).
• Delivery Partner: Enter the delivery partner name (your company name, rider name, or "Self").
• Delivery TAT: Select the expected delivery date using the date picker (DD/MM/YYYY).

You must fill in these delivery details before submitting, since there is no integrated DP to auto-assign them.

The shipment status changes from New to Confirmed (self delivery) or PLACED + PROCESSING (DP-managed) and moves forward in the fulfilment flow.

Partial Confirmation

Use this when you can fulfil some but not all items (or partial quantities of an item) in the shipment. For example, a customer ordered 3 units of a t-shirt, but you only have 2 in stock.

Steps:

1. Navigate to My Orders → Unfulfilled → New.
2. Click on the Shipment ID to open the shipment detail page.
3. Scroll down to the Item Details section.
4. You will see a table view with columns:
   • Item Image
   • Seller Identifier
   • Initial Quantity
   • Final Quantity
   • Confirm Quantity
   • Cancel Quantity
   • Actual Price
   • Selling Price
5. Under the Confirm Qty column, enter the number of units you want to confirm for each item. For items you do not want to confirm, leave the Confirm Qty as 0.
   • Example: If the customer ordered 2 t-shirts and 1 jeans, and you want to confirm only the jeans:
     • Confirm Qty for t-shirts = 0
     • Confirm Qty for jeans = 1
6. Once done, scroll back up to the Shipment Details section.
7. Click the Confirm button from the Actions menu. The button will dynamically show the number of items selected for confirmation.
8. A confirmation prompt may appear. Click Yes and then Submit.
9. The shipment status for the confirmed items will update to Confirmed.

The confirmed items move to the Confirmed sub-lane. The unconfirmed items remain in New until you confirm or cancel them separately.

Important: Partial confirmation is not the opposite of partial cancellation. When you partially confirm, the remaining items are left as-is (still New). When you partially cancel, the remaining items are also left as-is. In both cases, you'll need to take a second action on the remaining items.

Cancellation

If you cannot fulfil items in a shipment because they're out of stock, damaged, or unavailable, you can choose one of the following cancellation options depending on what you want to happen next:

Cancel (Automatic Store Reassignment)

Use this when you cannot fulfil items in a shipment but want the system to first try fulfilling them from another selling location.

Full Cancellation

Use this when you cannot fulfil any item in the shipment.

Steps:

1. Navigate to My Orders → Unfulfilled → New.
2. Click on the Shipment ID to open the shipment detail page.
3. Click the Cancel button. This option appears only when the shipment has more than one item.
4. A Cancellation Summary screen will appear, listing all items in the shipment.
5. Select a cancellation reason from the dropdown for each item (for example, Out of Stock, Product Damaged, or Pricing Error).
6. Review the summary and click Submit to finalise.

The system attempts to reassign the cancelled items to another eligible selling location. If no location can fulfil them, the items move to the Processed → Cancelled sub-lane and the customer is notified.

Partial Cancellation

Use this when you cannot fulfil some but not all items (or some quantity of an item) in the shipment.

Steps:

1. Navigate to My Orders → Unfulfilled → New.
2. Click on the Shipment ID to open the shipment detail page.
3. Scroll down to the Item Details section.
4. Under the Cancel Qty column, enter the number of units you want to cancel for each item.
5. Scroll back up and click the Cancel button. The button dynamically shows the number of items selected.
6. Select a cancellation reason for each item being cancelled.
7. Click Submit to finalise.

The system attempts to reassign the cancelled items or quantities to another eligible selling location. The remaining items stay in the current shipment and remain in New, awaiting confirmation.

What Happens After Confirmation

Once a shipment is confirmed, it moves through the following states:

The next step in the fulfilment workflow is to generate an invoice, download the shipping label, and pack the shipment. See Invoice & Pack a Shipment.

What Happens After Cancellation