We are preparing for the upcoming migration to our new API. This transition will happen in two phases:
Phase 1 - Changes to Order Handling & Fulfillment (Starting June 10th, 2025):
These updates will be implemented for all merchants, regardless of whether you have integrated with the new API.
Phase 2 - Integration to the new API:
Details about this step will be shared in a separate communication shortly.
We recommend reviewing the upcoming changes to ensure your workflows are ready. Familiarizing yourself now will help avoid disruptions and support a smooth transition.
Phase 1 - Order Handling & Fulfillment
Automatic Cancellation/Refund of Unfulfilled Orders: Orders that remain pending or unhandled for more than 7 calendar days will be automatically cancelled and refunded.
From the 21 October 2024, the maximum delivery time on CDON was set to 10 working days (Preorder articles excluded). Automatic cancellation after 7 calendar days of unfulfilled/pending orders are being implemented to make sure that orders are shipped and delivered to customers in the timeframe that has been promised.
In the event that you have not fulfilled your order within 7 calendar days the order will be cancelled and order amount refunded back to the customer.
- Make sure that you fulfill your pending orders within the SLA (Service Level Agreement) that is 72 hours.
- Make sure you can fulfill your orders on time by managing your stock levels.
No More Partial Fulfillments via API: You will no longer be able to partially fulfill quantities in an order through the API. For example, if a customer orders 4 towels, you must either fulfill all 4 or cancel the order entirely.
- Make sure to keep your stock quantities up to date.
Order Cancellation Restrictions: After an order has been fulfilled, it can no longer be cancelled.
- Fulfilling an order indicates that the shipment is on its way to the customer. At this stage, the customer will also receive a delivery confirmation, including the tracking link you’ve provided. Please ensure that you are able to hand over the package to your selected carrier at the time of fulfillment.
Read more about Tracking & Delivery Communication here.
- In unforeseen circumstances where a fulfilled order must be cancelled, please contact us at order@cdon.com and we will assist you further. Keep in mind to always quote the order number when you contact customer service so that they can resolve the case quickly and easily.
No Order Modifications Post-Fulfillment: Changes to an order after fulfillment - such as updating delivery time - will no longer be supported.
- Provide accurate and reliable delivery times.
- Set delivery times per country of delivery.
- The difference between min and max delivery days should never be more than 3 days.
Product & Charge Limitations
Unclaimed Package Charges Removed: Charging customers for unclaimed packages will still be possible, but the process will change. It will no longer follow the previous workflow and will instead be managed through the updated order handling flow.
- Read more regarding unclaimed packages in the link here.
Digital Products Unsupported: Selling digital products will not be supported in the updated API. However, this may change in the future as we continue to evolve and expand our platform capabilities.
If you have any questions or need assistance, please contact our merchant support team at seller@cdon.com.