Why per-line channel cancellations may not sync automatically

When a marketplace channel (such as Overstock, connected via the trackstar_cart integration type) cancels an individual order line, it communicates that change through a per-line status field on the order. Luminous reads this field during its regular order sync, but the behaviour of automatically cancelling the matching line in Luminous and retracting any associated fulfillment order is a controlled feature that must be enabled on your account before it takes effect.

Without the feature enabled, the line stays open in Luminous even though the channel considers it cancelled, and any fulfillment order that was already pushed to your warehouse will continue moving toward shipment.

What happens once the feature is enabled

With per-line channel cancellation sync active, Luminous does the following during each order sync when a line is marked cancelled by the channel and is still unshipped in Luminous:

  1. Cancels the line reversibly — the sales order item is marked cancelled without destroying the underlying data, preserving cost layers and audit history. Only fully unshipped lines are touched; a line with any quantity already shipped is left alone.
  2. Releases pending stock — the inventory reserved by the cancelled line is freed so it becomes available for other orders.
  3. Recomputes order totals — the order subtotal and related figures are updated to reflect the cancellation.
  4. Retracts any pushed fulfillment order — if a fulfillment order was already sent to your warehouse for that line, it is unpushed so the warehouse does not ship it.

Note: If the channel later reinstates a cancelled line (changes it back from CANCELLED to a processing status), Luminous does not automatically re-open the line. Reinstatement requires a manual step; contact your support team if you need guidance.

How to get this enabled

This feature is turned on per account. Reach out to Luminous Support and ask to enable per-line marketplace cancellation sync for your integration. Include the name of the marketplace channel and your account name so the team can confirm the correct configuration.

Confirming it is working

After the feature is enabled, trigger or wait for the next order sync for the affected marketplace. Then check the order in Luminous:

  • The cancelled line should show a Cancelled status under its line-item details.
  • The order's pending stock for that line should be released (visible on the Stocks page).
  • Any fulfillment order that was pushed for the line should no longer appear in an active push state.

If a line is still not cancelling after the feature is enabled, verify that the line had no shipped quantity — the guard that protects partially or fully shipped lines from being touched is intentional and cannot be overridden.