View and understand your cancellations
See the orders cancelled on Wasal, understand the reasons (out of stock, etc.) and prevent future cancellations.
On this page
This article is intended for sellers who want to identify why certain orders were cancelled and how to reduce this lost revenue.
Before you start
The cancellations page is read-only. There is no action for you to take: cancellations are triggered automatically by the Wasal system, not by you or by the customer.
Access the list of cancellations
Log in at seller.wasal.com with your credentials.
In the left sidebar, click the SETTINGS section, then My cancellations. You land directly on
seller.wasal.com/dashboard/cancellations.
Read the list of cancellations
The table displays all your cancelled orders with the following columns:
- Order number — S0xxxx format (e.g. S01977), sortable
- Order date — date and time, sorted descending by default
- Number of products — sortable
- Price — in DHS, sortable
- Actions — two options: inline expansion to view the items, or View to access the full details
Available filters
- Start date / End date — via a datepicker to isolate a period
- Free-text search — by order number or another criterion
- Compact table — a checkbox to display more rows on screen
There is no filter by cancellation reason or by author (system / customer). To find out the reason, you must open the details of each order using the View button.
View the details of a cancellation
Click the View button (context menu, three dots) on the row of the order concerned.
On the details page, look for the Cancellation Reason section. The reason is displayed as a technical English code, for example
out_of_stock.The History section lists the dated events: "Order created" attributed to Customer, then "Canceled" attributed to System. It is the Wasal system that triggered the cancellation, not you.
Check the Net Collect Amount line: it displays 0 DHS. No commission is charged on a cancelled order, but you lose the potential revenue.
Main cancellation reasons
The only reason encountered on the portal to date is:
| Technical code | Meaning | Who triggers it |
|---|---|---|
out_of_stock | Out of stock at the time of processing | Wasal System (automatic) |
Other reasons may exist (customer_request, etc.) without yet being visible on this account. If you notice an unknown reason, contact Wasal support and provide the order number S0xxxx.
Reduce your future cancellations
Since the main cause is being out of stock, here are the concrete actions to put in place:
Keep quantities up to date
Go to seller.wasal.com/dashboard/products, identify low-stock products and update their quantity regularly.
This option lets you edit stock levels in bulk without opening each product sheet. Favor a daily update if your stock changes quickly.
Deactivate out-of-stock products
Rather than leaving a product with a stock level of 0, deactivate it in your catalog. An inactive product does not appear on the marketplace, so no order can be placed — and no cancellation will be generated.
Sync your catalog regularly
If you sell across several channels (your own site, another marketplace), sync your inventory after each sale. A gap of a few hours is enough to cause an out-of-stock situation that is invisible on Wasal.
Financial impact of cancellations
| Indicator | Value on a cancellation |
|---|---|
| Net Collect Amount | 0 DHS |
| Wasal commission charged | 0 DHS |
| Delivery fees | 0 DHS |
| Loss for the seller | Potential revenue not collected |
You pay nothing on a cancellation, but each cancellation represents a missed sales opportunity. See the article Understand your payments to understand how commissions apply to orders that are actually delivered.
If something goes wrong
Abnormally frequent cancellations: if you notice a sudden increase, check the status of your stock in the catalog before contacting support.
Unknown reason displayed: note the exact code shown in "Cancellation Reason" and contact Wasal support, attaching the order number S0xxxx.
Order missing from the list: use the free-text search with the order number. If it still does not appear, it may not yet be at the "Cancelled" status in the system.
Going further
Related reading
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