How to cancel a VTEX order from a Zendesk ticket

To cancel a VTEX order without leaving Zendesk, install Feirawell for VTEX, turn on Allow cancelling in its settings, open the customer's ticket, click the order in the sidebar and choose Cancel order. Write the reason for canceling, then click Cancel order in VTEX. VTEX cancels through its own flow, and Feirawell adds an internal note and the feirawell_cancel tag to the ticket.

Before you start

• The key's role needs the right resources. Start handling needs OMS Change order workflow status. For cancel, add that and OMS Cancel order, which VTEX's API reference lists for its cancel endpoint.
• Turn the action on. Allow cancelling and Allow start handling are off by default.
• Choose who may act. Who may take actions takes admin (the default), agent (everyone), custom role ids or group:<id>, comma separated. Everyone else sees orders read-only.

Steps to cancel

1. Open the ticket. Feirawell lists the requester's orders, matched by email, by a CPF or CNPJ in the ticket, or by an order id in the ticket.
2. Click the order. If Cancel order is missing, VTEX doesn't allow canceling it now (see below).
3. Choose Cancel order. The confirmation reads "Cancel order for in VTEX (now )?"
4. Write the reason for canceling. It is sent to VTEX with the cancellation. Write it as you would say it to the customer, because VTEX can include it in cancellation messages.
5. Add a note for the ticket if you want one. It goes into the internal note, not to VTEX.
6. Click Cancel order in VTEX.

When VTEX won't cancel

Feirawell offers Cancel only when VTEX allows cancellation and the order isn't invoiced. VTEX's API reference also rules out partially invoiced orders and incomplete orders. Outside the cancellation window, a seller or ERP connected to the order can decline the request.

Canceling refunds or voids the payment through VTEX's own payment flow. Feirawell refunds nothing itself.

Start handling an order

For orders in Ready for handling, Start handling moves the order to Handling. The confirmation reads "Move order for from Ready for handling to Handling in VTEX?" Handling tells VTEX and any connected seller or ERP that the order is being prepared, and it can't be moved back through the API. On success the ticket gets an internal note and the feirawell_handling tag.

What lands on the ticket

Each note also names the customer email, the order total, the agent and a reference. Use the tags in views and reports.

What it costs

Feirawell for VTEX is $9 per agent per month after a 14-day free trial, billed monthly by Zendesk, with every action included. The Feirawell documentation has every setting.