Cancelling returns via import

For a return created in Eshopbox, there may be certain instances where you want to cancel it. You may need to cancel a return in the following scenarios:

The return was created for an incorrect order item against a tracking ID.
The return was created against an incorrect return tracking ID.
The return is no longer expected.

In this article, you will learn,

When can a return be cancelled?
How to cancel returns via import?
How to troubleshoot CSV template errors?

Understanding return cancellation

Below is a table explaining how a return can be cancelled in various statuses depending on the applicable shipping and its updated order status once the return is cancelled.

Status	Eshopbox shipping	Third-party shipping
Awaiting pickup	You can cancel the return using the customer portal. Learn here how to cancel a return pickup. The status of the order will be updated as Delivered.	-
Return on the way	You can cancel the return via import, and the order status will be updated as Delivered.	You can cancel the return via import, and the order status will be updated as Handover done.
Return in processing	In this case, the created return has already been received at the fulfilment location. You can cancel this return via import. When you cancel such a return, the return items received against the tracking ID will move to draft returns. Learn more about draft returns. The status of the order will be updated as Delivered.	In this case, the created return has already been received at the fulfilment location. You can cancel this return via import. When you cancel such a return, the return items received against the tracking ID will move to draft returns. Learn more about draft returns. The status of the order will be updated as Handover Done.
Restocked, Quarantined, Damaged or Lost	You cannot cancel a return once it is marked as completed. If you want to cancel such a return, you can reach out to Eshopbox support. Learn how to raise a support ticket here.	You cannot cancel a return once it is marked as completed. If you want to cancel such a return, you can reach out to Eshopbox support. Learn how to raise a support ticket here.

Steps to cancel returns via import

To cancel returns via import from your workspace, you need to follow the below-given steps:

Step 1: Log in to your Eshopbox workspace.
Step 2: From the header, navigate to Orders > All orders.
Step 3: Click on Import.
Step 4: You will be redirected to the Import page. Select Cancel Returns.
Step 5: You will be redirected to the Cancel return import page. Download the CSV template and enter the following details.
- Return Tracking ID: Mention the return shipment tracking ID.
- Reason for Cancellation: Mention the reason for shipment cancellation.

Step 6: Click on Add CSV and upload the template. Once done, click on Submit.
Step 7: Once the file is uploaded, you can check the status of the imported CSV by navigating to Files > Import. You can view the below information related to the imported CSV file.
- Return cancel request created: This means that these returns have been successfully cancelled. You can download the file to check the status of the return cancellation request.
- Return cancel request failed: This means that the cancellation request has failed for these returns. You can download the file to check the reason for failure. Learn here how to troubleshoot CSV template errors.
- Incorrect CSV format: If the uploaded file is not in the suggested format, you will receive an Incorrect CSV format error. You need to check that the file you are trying to upload is in CSV format.

Note: If a tracking ID contains multiple items, you cannot cancel a return partially. For example, if two items are associated with a return tracking ID, return cancellation will apply to both items.

You need to cancel and then create a return for the individual order item for which a return is to be created.

Troubleshooting CSV template errors

There may be a few instances when a return cancellation request may fail for a particular return. You can download the file to check the reason for failure.

You need to identify and troubleshoot the error received for successful return cancellation. The below table explains how to resolve a received error message.

Error message	Action
Incorrect CSV format	You need to check the file you are trying to upload. It should be in CSV format.
You have mentioned the Return Tracking ID- <return tracking ID> multiple times.	There are duplicate records in the CSV. Check and remove the duplicate tracking ID.
Return Tracking ID- <return tracking ID> doesn't exist. Kindly enter a valid Return Tracking ID.	Mention a valid Return tracking ID.
This return uses Eshopbox shipping. You need to cancel the Eshopbox shipping return by using the customer portal.	The tracking ID mentioned in the CSV is applicable for Eshopbox shipping. You can cancel this return using your customer portal.
Cancellation is not allowed on completed returns.	The return is already marked as completed for the mentioned tracking ID. You cannot cancel a return once it is marked as completed. Reach out to Eshopbox support to cancel this return. Learn how to raise a support ticket here.