When you refund or cancel a reader's order, Beventi stops it from going to Bookvault. If Bookvault already has it, we ask Bookvault to cancel it for you. You don't need to start this, and the same happens if a reader's payment is reversed.
Bookvault may not be able to stop an order once printing has started, and it can't stop one that has shipped. If it can't stop it, we email you and tell you what to do next.
Refund or cancel the order as usual
Refund or cancel the order the normal way in Beventi (see "Refunds and cancellations"). Your reader's refund works as it does on any order, and what you refund is up to you. Bookvault isn't part of it.
What happens next
It depends on how far along the order is:
Not sent to Bookvault yet (still waiting, scheduled or in Ready to send): Beventi doesn't send it.
With Bookvault: we ask Bookvault to cancel it, and the order's Shipping tab shows Withdrawal requested. If Bookvault agrees, the order shows Withdrawn on your Bookvault Orders page, with a note such as "Refunded in full and canceled at Bookvault. There is nothing to ship."
Bookvault says no: the order keeps its status (for example Printing) and still shows Withdrawal requested. We email you with a subject like "Order #1234 could not be stopped at Bookvault".
Already shipped: it can't be stopped, and we email you the same way.
Only ship an order yourself once it shows Withdrawn, so your reader doesn't get two copies.
If a refund is still going through when an order is due to be sent, Beventi holds the order instead of sending it. If the refund doesn't go through, press Try again to send it.
Partial refunds
Even a partial refund stops the whole Bookvault order. Once it's stopped, we email you with a subject like "Order #1234 is yours to ship". Any books your reader is still owed are yours to send.
If Bookvault couldn't stop it, you'll get the "could not be stopped" email instead, and Bookvault may still print it. Before you ship anything yourself, make sure Bookvault has stopped its order.
If Bookvault couldn't stop the order
The email tells you why and what to do. The most common cases:
Bookvault had already printed and shipped it. The parcel is on its way to your reader, so the fix is a return rather than a cancellation.
Bookvault's cancellation window had closed, or Beventi wasn't able to cancel it. Cancel the order in your Bookvault account if you still can. If it's too late, Bookvault may bill you for printing it.
Bookvault couldn't find it, or Beventi couldn't confirm Bookvault received it. Look for the order in your Bookvault account and cancel it there if it's listed.
Bookvault didn't give Beventi permission to cancel it. Cancel it in your Bookvault account, then reconnect Bookvault in Beventi so it can cancel orders for you next time (see "Disconnect or reconnect Bookvault").
If the order was refunded in full, your Bookvault Orders page may also say "Refunded in full, but Bookvault may still print this one. Check your Bookvault account and cancel it there."
What about Bookvault's charges?
Beventi doesn't refund or reverse anything Bookvault has billed you. Bookvault decides whether to charge or credit you for a canceled order, and you'll see that in your Bookvault account.
Once an order shows Withdrawn, it no longer counts in the form's Fulfillment costs, even if Bookvault still billed you for it.
FAQ
I refunded a reader. Do I need to cancel the order at Bookvault myself?
Usually not. Beventi asks Bookvault to cancel it for you. You only need to act if we email you to say it couldn't be stopped.
Can I cancel a Bookvault order after it has shipped?
No. Once Bookvault has shipped the parcel, it can't be canceled. Handle it as a return with your reader.
Will I get my Bookvault money back when I refund my reader?
Not through Beventi. Any credit for a canceled order comes from Bookvault, so check your Bookvault account to see what you were billed.
I gave a partial refund. Why did the whole order stop?
Beventi stops the whole Bookvault order on any refund, not just part of it. Ship the books your reader is still owed yourself.
Does refunding a reader cancel my stock order?
No. Refunds on reader orders never touch stock orders you placed for yourself.
How do I stop a Bookvault order without refunding it?
Press Withdraw on the order in your Bookvault Orders page (it reads Ship it myself if Bookvault doesn't have it yet). See "Change, withdraw or ship a Bookvault order yourself".