Currently you must use the Jet.com Returns page in order to cancel out orders. This page is at the top of the Jet.com website under the "Orders" drop down menu. Adjusting the order status within the OM page (moving the order from Unshipped -> Cancelled) will not reach the marketplace.
Warning: The visual display on Jet.com's site when an order is moved to cancelled will typically have a 24 hour delay (per Jet.com support). SellerActive's Support Team can also confirm your order has been cancelled if needed. Please note cancelling an order is the same as refunding the order via Jet.com's API.
- Go to the Jet.com Returns/Refunds page. Be sure to have the SiteOrderID as well (via the Order Management page).
- Select Cancel Order and enter the appropriate Site Order ID
- You will receive a confirmation if the call was successful
How long does it take for this action to reflect on the marketplace?
As noted above, it may take up to 24 hours to appear on Jet.com's dashboard, however, the SellerActive support team can confirm prior to this timeframe if required, please remember to have your Site Order ID.
I have been notified of the client wanting to return an order directly from the Jet.com team (not an automated email), however their order is not appearing in the returns/refunds page. Why?
Typically a return or refund is processed by the client from an automated email they receive after the order is placed. If the client does not click the appropriate link and instead contacts Jet.com directly, this could cause the order to not display as intended in our platform.
If you attempt to cancel/refund an order in the above stated page and it is not working, please contact the SellerActive support team at firstname.lastname@example.org and we will advise appropriate next steps.
Why can't I just move the status of the order to Cancelled in the Order Manager?
Currently the Jet.com process requires SellerActive to send specific API calls to update the Refunds and Returns for its marketplace. Given the complexity, adjusting the status within the user interface was not sufficient and thus two new pages were created.