When an order is canceled by you or your customer, the cancellation will reflect in your weekly billing cycle in one of two ways below.
As a reminder, it never costs you to offer Route Shipping Protection on your online store. Billing is just how we collect the Shipping Protection fees that your customers add to their orders. Read more about the weekly billing cycle.
Order canceled within the same billing cycle
If an unfulfilled order is canceled within the same week it was placed (Monday – Sunday), the Shipping Protection fee for that order will not be included in any invoice and you will not be billed for it.
Order canceled in a later billing cycle
If an unfulfilled order is placed one week (Monday – Sunday) and is canceled anytime after that, the Shipping Protection fee will be included in the invoice for the week the order was placed, and automatically credited for that amount in a later billing cycle.
Please note: When you or your customer cancel an order, the cancellation must occur before the order is fulfilled and assigned a tracking number for customers to recoup the cost of their shipping protection fee.
If the order has already been assigned a tracking number, or has gone unfulfilled for longer than 60 days, the shipping protection fee will be collected during the normal billing cycle. At this stage, we are unable to refund your customers for the fee.
How to keep track of cancellations and credits
You can always review your canceled orders in the Orders tab of the Merchant Portal. If the order was canceled per the guidelines above, they will be marked in red. You can check the amount that will be credited for an order by looking at the dollar amount (in USD) under the Protection Cost column.
Credits are shown on the Payments page in the Finance tab of your Merchant Portal. The total amount of credits issued for that cycle will be noted as “Refunded: Credit” in blue. These credits will be applied to a future invoice as an applied balance. You may also download a CSV file (spreadsheet) for that weekly billing cycle to see more detailed information about the canceled orders for that billing period.
Route also proactively sends your billing contact an email with a Shipping Protection fee reconciliation statement each week, whenever applicable.