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Cancellation reasons glossary

Cancellation reasons glossary

Owned by Former user (Deleted)
Last updated: Mar 13, 2023
3 min read

The BI Suite dashboard “Cancellation reasons” analyses your volume of cancelled items and revenue per reason.

Reasons are determined based on the order lifecycle, the origin of the cancellation and the various actions that occured on the items.

Here is a glossary of the various reasons and a few hints to decrease the volume of cancellations.

 

The cancellation reasons are calculated for all our customers.

Please consider your own OMS configuration to interprete the various reasons.

 

Out of stock reasons

Direct out of stock

Items were cancelled as soon as arriving in orchestration, as there was no available stock in the network.

  • Check the duration between order creation and orchestration (remorse period, waiting for payment, ...)

  • Check stock consistency between e-commerce platform & OneStock

Out of stock after auto claim

Items were assigned to a stock location that released them (unavailable or unclaim) and there was no more stock available in the network.

  • Check why the stock location released them

  • Check how long it takes to prepare an order

Out of stock after having candidates

During orchestration candidates were found, but last pieces were declared as unavailable or were sold, before candidates were able to claim.

  • Check how long stores are candidates

  • Check unavailabilities declared by the stores

Out of stock after reorchestration

The order ended up in rulesover and was reorchestrated, but there was no more stock available in the network.

  1. Check why it ended in rulesover

  2. Check time to claim

  3. Check duration before reorchestration

Other out of stock

Items have been cancelled because no stock was available in the network. Specific cases not included in the previous ones. To be studied individually.

 

Rulesover reasons

Rulesover with candidates

Candidates have not claimed in time.

It might also be the warehouse that unclaim an order for reorchestration but leads to a rulesoved.

  • Check time to claim

  • Check unclaim rate and stock accuracy for the stock locations with highest rate

Rulesover without candidate

There is stock in the network, but no candidate has been found

Check filters applied in the orchestration rules (number of splits, distance criteria, ...)

 

Pickup store reasons

Cancellation before preparation

Items were assigned to a store but where cancelled (by the customer or the customer service for example)  - Reserve & Collect

Not prepared in time

Items have been assigned to the pickup store that has not prepared in the allocated time. Items have been automatically cancelled - Reserve & Collect

  • Check time allocated to the store to prepare an order (compared to the service expected by the customer)

  • Check in-store processes

Not prepared by the store

Items have been assigned to the pickup store that has cancelled them (unavailable or specific cancellation action) - Reserve & Collect / Click & Collect

  • Check store stock accuracy

  • Check in-store processes

No show

The customer has not collected the items - Reserve & Collect / Click & Collect

Issue

An issue has been declared (mostly during the reception or collection in the pickup store)

Check the missing or faulty issues

 

Miscellenous

Cancellation before orchestration

Items have been cancelled before beeing orchestrated by OneStock (remorse period for example)

Check who has cancelled the items (customer, payment issue...)

Cancellation after orchestration

Items have been orchestrated but were cancelled during the orchestration / preparation

  • Check who has cancelled the items (backoffice, store app, ...)

  • Check if you have specific in-store / customer service processes

Warehouse cancellation

Items have been assigned to the warehouse that has cancelled them.

Unknown reason

Specific cases not identified yet

 

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