An unshipped order refers to any order for which a shipping label may have been created, but the item has not physically left the vendor’s  facility. Typically, this is identified by tracking data showing only “Label Created” status and no movement.


Unshipped orders must be processed as cancellations by following the steps outlined in this document.

Step 1: Verify Shipment Status

Track the shipment:

  • If the tracking status only shows “Label Created” with no movement:

    • Contact the vendor to confirm whether the item may have shipped under a different tracking number.

Based on vendor response:

  • Vendor confirms item has not shipped and no alternative tracking:

    • If it has been more than 5 business days since the order date:

      • Request cancellation.

    • If the customer still wants the item:

      • Ask the vendor to proceed with shipping.

  • Vendor confirms it shipped under a different tracking number:

    • Update the new tracking number in CRM.

  • Vendor confirms it shipped under the original tracking number, but tracking still shows no movement after 5 business days:

    • Proceed with cancellation.

    • Reply to the vendor using this template:

      “Since this order evidently did not ship, please confirm issuance of the credit memo. Additionally, if this order does end up shipping, we will not assume financial responsibility for it.”

Step 2: Process Cancellation in CRM

  1. Delete the tracking number:

    • Navigate to: Purchase Cancel > View Shipment > Delete Shipment > Save Changes

  2. Initiate cancellation:

    • Navigate to: Purchase Cancel > View Item Allocation > Cancel

    • Reason: DNS

    • Proof: Upload a screenshot of the tracking details

  3. Update status:

    • Status: Cancelled

    • Refund Status: Refund Pending

Step 3: Notify the Customer

Send the following message:

We’re very sorry, but while we initially had stock available for the item you ordered, it did not pass our quality control inspection and was deemed unsuitable for shipping. Unfortunately, we do not have a confirmed restock date at this time.

We understand how disappointing this is and sincerely apologize for the inconvenience.

Since we’re unable to fulfill your order, we’ve processed a full refund to your original payment method. You should see the funds returned to your account within 3–5 business days, depending on your bank or card issuer.

Please don’t hesitate to reach out if you have any further questions—we’re happy to help.

⚠ Note

Although the vendor may claim the item was shipped, our assessment relies solely on verified tracking data. In such cases, a formal credit request must be submitted to the vendor. If the vendor fails to provide the requested credit, escalate the matter to Myles for further resolution.