Cancel Reason Codes
If cancelling in the Portal, use the cancel reason drop down. If using advanced import, use the code from the list below.
| Code | Reason | Description |
| 1 | Invalid/Missing Information | Used when the customer data is not complete enough to send the order. This should set a notification for us to follow up with the customer as well as work in validation during the order process. |
| 2 | Invalid Shipping Option | Used when the shipping option selected is not available at this supplier. This should set a notification so this logic can be worked into routing since it was not previously done. This may be only valid for PO Boxes. |
| 3 | Customer Request | Used when the customer initiates the request to cancel. |
| 4 | Out of Stock | Used when the supplier is not able to fulfill the order due to it being out of stock. If the item is coming back into stock in the next 2 months, you should ideally backorder the item and not cancel it. |
| 5 | Discontinued | Used when the supplier is no longer offering the item. This should remove the item from the list of items they offer. |
Return Reason Codes
When processing a return, this is the list of return codes that can be used.
| Code | Reason | Description |
|
1 |
Wrong Item |
Used when the correct item was listed on the PO, but the incorrect item was shipped. This should be reported on and possibly worked into the scorecard. EDI: WG |
|
2 |
Wrong Quantity |
Used when the correct quantity was listed on the PO, but the incorrect quantity was sent. This should be reported on and possibly worked into the scorecard. EDI: SR |
|
3 |
Buyer's Remorse |
Used when the customer initiates the request to return because the item is not what they want. This includes issues with sizing or dissatisfaction with the overall functionality and quality as long as the description is correct. EDI: BC |
|
4 |
Damaged |
Used when the item arrived in a damaged condition. This should be reported on but not worked into the scorecard. Reporting should be used to spot trends and alerts created when the same items have multiple instances of issues. EDI: DA |
|
5 |
Defective |
Used when the item arrived in a defective condition. This includes uncommon quality issues with the item. This should be reported on and possibly worked into the scorecard. EDI: DR |
|
6 |
Not as Described |
Used when the data the supplier provided was not accurate. This should be reported on and possibly worked into the scorecard. EDI: NA |
|
7 |
Shipped Too Late |
Used when the supplier ships the item significantly later than expected and this causes the customer to request a return. This should also include where cancellations were requested due to late shipment and the supplier already shipped. This should be reported on and possibly worked into the scorecard. EDI: SP |