Order status entered incorrectly

You as a user can only work with order statuses in the defined order (see picture below)

In the event of entering an incorrect order status, you must use the web form available at https://new-partners.mallgroup.com/faq/ .

In the Orders/Order Status Entry/Problem Order section

After entering the order number, you choose the button

This is where you specify the option according to your specific needs. The request will then be sent to the appropriate department for processing.

We can help you change most incorrectly entered order statuses without consequence.

The only exception is the Delivered status. An incorrectly entered Delivered state cannot be corrected. Setting the Delivered status generates a customer invoice and such a record cannot be cancelled.
We will correct this error by crediting the customer invoice and at the same time correcting the accounting status between us.
For this we need to issue a return document (with the number 47xxxxxxxx), which is necessary for you to issue us a credit note.

Again, please use the web form available at https://new-partners.mallgroup.com/faq/ .
Please indicate on this form that you need to issue a return. In the request form, please provide us with the order ID, the item name (if it is not a full order return), the number of items and the reason for the incorrect status.

Based on this request, your Operations or RMA (claims department) colleagues will create a return document and email you this number. You will then create a credit note for the order (only for the items that are subject to the correction of this condition). This credit memo must include the order number, return number, number of items, shipping and handling charges (if included).
The price of the items must be the same as our purchase price (the amount you sell the items to us for = the amount on the credit note).

If you want to process multiple returns at the same time, it is possible to put them into one summary credit note (containing the details described above).

Please send your credit note back to the email from which you received the return number.

This credit note will be forwarded to finance and, thanks to the return number and the order number, will be paired with the accounting transactions on the basis of which a mutual settlement will be processed.

Sending a reply to the same email from which your return number was sent will avoid duplicates and speed up the posting of your receipt.

In case you have any problem with your order status or if you have any questions about it, you can contact us via scenario of order statuses in our Help Centre.