It might sometimes happen that you have already processed your order, printed out the label, and only when it's in the Tracking tab, you discover that some of the order data is incorrect or missing. In these situations, we recommend you to cancel the shipment and send it back to the Shipping queue (if needed you can send it back from the Shipping Queue to the Orders tab for further editing).

Keep in mind that you can cancel the shipment only before the courier has come to pick up the packages or, in some cases, if you only have one shipment, before the pickup is marked as "in progress". If the courier has assigned the collection to a delivery person in their system, the associated order cannot be cancelled, and therefore Outvio will not be able to refund you for the associated shipping costs.

If the shipment can be cancelled, Outvio automatically returns the shipping costs as credit to your Outvio account.

In case Outvio charges you for each shipment individually (and not daily), to ensure that the credit is paid without incident, we recommend that you wait a bit to cancel the shipment (up to 3 minutes) after it has been processed. If you cancel the shipment too quickly, immediately after creating it, it might happen that the system does not have the confirmation of payment by our payment platform and the refund does not occur automatically.

In case the courier has come and already picked up the packages, closing the shipment DOES NOT cancel it.

The "Close shipment" feature is meant for shipments which tracking number has been changed by the courier for some reason, or have been left in a "limbo" state where the shipment has not been delivered and has no further updates.

In Outvio, the shipments will be closed automatically after two weeks have passed without any change in the status of the shipment. This is done to keep the Tracking tab as clean as possible, left with only the shipments actually in transit. It is also possible that the shipment has already been delivered to the addressee, but the information has not been updated by the courier. In these cases, we recommend clicking on "Close and set delivered". Closing the shipment is like archiving it.

Once the shipment has been marked as Closed, there is no possibility to request a refund or credit for it, nor cancelling the shipment.

If needed, you can delete the order in the Orders tab by ticking the box of the order and clicking on "Delete". The deleted order is moved to the History tab and marked as deleted. From there you can recover it if necessary.

The idea of removing any of the orders is to keep clean and organised the Orders tab. In any case, this shouldn't happen often as most of the orders which appear in Outvio should be shipped without any problems :)