We are pleased to announce a new update for Octopia and Cdiscount merchants. You can now trigger a "Ship" action on orders that contain a line with a pending customer cancellation request (CancelRequest status).
What has changed?
Previously, if a customer requested to cancel an order after it had already entered your shipping process, you were blocked from shipping it via Lengow. You had to manually resolve the cancellation request in the Octopia/OSP back office before proceeding.
With this new update, Lengow has aligned with Octopia's eligibility rules, and ship actions submitted via Lengow will no longer be rejected solely because an order line has a "CancelRequest" status. This feature is now globally rolled out to all Octopia/Cdiscount accounts.
 Important Notice
When you trigger a ship action on Lengow and one of the order lines is in "CancelRequest" status, shipping the order will automatically refuse the buyer's cancellation request and proceed to ship the order. There is no separate confirmation step. Please be aware that shipping now overrides the buyer's cancellation request rather than honoring it.
Eligibility Conditions
Lengow will accept shipment declarations for "CancelRequest" lines under the following conditions:
- The order header status is InPreparation.
- The supply mode is Seller.
- The cancellation request was initiated by the customer (not by the seller or the sales channel).
For more details on Octopia's original release, you can read their official changelog entry.