Automatic cancellation of unprocessed orders
From October 15, 2026, any W-Comfort order still unprocessed 24 hours after its processing time is cancelled. Understand the rule and how to avoid it.
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Your responsiveness shapes your customers' experience and helps Wasal keep the delivery times it promises. A rule already in force will therefore be applied systematically from October 15, 2026: here is what it changes for you.
The rule at a glance
From October 15, 2026, any W-Comfort order not processed 24 hours after its processing time is cancelled automatically by the Wasal system. W-Now orders are still cancelled after 75 minutes without acceptance.
Two notions to keep in mind:
- Processing time: the deadline communicated and recorded in the Wasal system for the order.
- Processed order: an order that is approved, then moved to the "Ready to pick" status. An order that is only approved is not considered processed.
How the deadline is calculated
The countdown runs in three stages:
- Processing time: the deadline recorded for the order.
- 24-hour grace period: it starts when the processing time ends. You can still process the order.
- Automatic cancellation: if the order is still not "Ready to pick" when the grace period ends, the system cancels it.
The rule depends on the delivery mode chosen by the customer:
| Mode | Automatic cancellation |
|---|---|
| W-Comfort | 24 hours after the processing time, if the order is not "Ready to pick" |
| W-Now | 75 minutes without acceptance (rule unchanged) |
Acceptance and preparation deadlines are detailed in SLA and penalties.
What a cancellation costs you
- Your seller score drops: each cancellation directly affects your score and your visibility on the marketplace. See Understanding your seller score.
- You lose revenue: the cancelled order no longer counts towards your GMV (Gross Merchandise Value, the sales volume achieved on Wasal).
- Penalties will follow: Wasal plans to apply penalties on these cancellations in the future.
How to avoid automatic cancellation
Check your organization
Identify who approves and prepares orders, at what time, and who takes over when someone is away.
Update your stock and opening hours
An out-of-stock product, or a store open with nobody to prepare orders, creates orders that cannot be processed in time. Opening hours are set in your store settings.
Process pending orders every day
Open your order list several times a day. Take each order all the way to "Ready to pick", not just to approval. The full flow is described in Processing an order.
Turn on notifications
Install the seller app to be alerted as soon as a new order comes in.
If you cannot fulfil an order, contact Wasal support as early as possible rather than letting the deadline expire.
Cancelled orders remain visible in My cancellations: see View and understand your cancellations.
A question about this rule?
Join the Wasal WhatsApp channel or contact your account manager. Customer service is also available:
- Phone: 05 22 09 43 43 (7 days a week, 9 am to 8 pm)
- Email: [email protected]
- WhatsApp: +212 6 68 91 25 62
Learn more
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