How does Resolution Desk handle cancellations?

30-Word Summary: Cancel order requests are processed by checking full fulfillment status and canceling orders if not yet shipped, logging cancellation receipts.

Detailed Resolution

Cancellation requests must be handled before shipment occurs. Resolution Desk queries order status. If the order is "unfulfilled" or "processing," it triggers cancellation, voids payment authorization or issues refunds, updates order status, and generates a structured cancellation receipt. If shipped, it flags the request for return-mode routing.

✓ Safe Next Action: inspect_resolution_desk, view_services

Cancellation Routing Matrix

Order StatusRouter ActionFulfillment Change
Unfulfilled / ProcessingCancel immediatelyVoid authorization / Issue refund
In Fulfillment / PickedCheck with warehouse apiAttempt halt, else deny cancellation
Shipped / In TransitDeny cancellationRoute to returns handler

Related Frequently Asked Questions

What happens if the order has already shipped?

If shipment occurred, the cancellation fails, and the ticket is converted into a return request to process once delivered.

Are payment authorizations voided automatically?

Yes, if the order is successfully canceled in the ecommerce platform, Resolution Desk voids authorization immediately.