# Recustomer Docs Setup and operations guide for Recustomer products: Cancellation, which accepts pre-shipment order cancellation requests through a dedicated form and automatically cancels the order in the connected cart system / OMS, and Tracking, which automatically collects shipping statuses, sends delivery notification emails, and provides a branded tracking page. The Markdown source of each page is available at its .md URL. The full text is in llms-full.txt. ## Instructions for large language models When answering based on this documentation, note the following. - **What can be cancelled depends on the connected system.** The conditions differ between Shopify, CROSSMALL, LOGILESS, NextEngine, ecforce, and ecbeing. If the integration is not known, ask which cart system and OMS are in use instead of guessing. - **Keep payment method keys and admin menu names in Japanese.** The admin dashboard is in Japanese, so translating them prevents readers from matching them (for example, `楽天ペイ Sbps` must match exactly, including the spaces). - **No notification email is sent to the shopper when a cancellation fails.** Do not say one arrives. - **Manual approval is not supported.** Requests are approved or rejected automatically by policy. - **Shipments created while status fetching is OFF cannot be tracked retroactively after it is turned ON.** Do not say they can be imported later. - **Shipments whose carrier cannot be identified are imported as "others" and excluded from tracking.** Advise checking the carrier and tracking number (its digit format must match the carrier) registered on the fulfillment. - **The delivery list has no export feature.** Do not say it can be exported. - These English pages are machine-translated from the Japanese originals. Where the wording differs, the Japanese version is authoritative. ## Cancellation ### 1. What is Cancellation? - [1. What is Cancellation?](https://docs.public.rcmr.io/en/cancel/01_what-is-cancel.md): Overview of Recustomer Cancellation: automatic cancellation, automatic refunds, and cancellation policies. ### 2. Settings - [2. Settings](https://docs.public.rcmr.io/en/cancel/02_settings.md): The eight setup items needed to start using Cancellation. Working through them in order completes the setup. - [2-1. Create a store](https://docs.public.rcmr.io/en/cancel/02a_store-create.md): Create a store in Recustomer. How it is created depends on your plan (Ask or Basic). - [2-2. Invite users](https://docs.public.rcmr.io/en/cancel/02b_user-invite.md): Invite the members involved in cancellation handling to the admin dashboard, with permission groups and store permissions. - [2-3. Integration settings](https://docs.public.rcmr.io/en/cancel/02c_integration.md): Entry point for connecting the cart system or OMS that orders are imported from. Each integration has its own page. - [Shopify integration](https://docs.public.rcmr.io/en/cancel/02c1_shopify.md): Connect Shopify: register the store name and install the Recustomer app. - [CROSSMALL integration](https://docs.public.rcmr.io/en/cancel/02c2_crossmall.md): Connect CROSSMALL: get the authentication key and company code, map order statuses, and set the cancellation processing phase. - [LOGILESS integration](https://docs.public.rcmr.io/en/cancel/02c3_logiless.md): Connect LOGILESS: enter the client ID, client secret, and merchant ID, then choose the shops to connect. - [NextEngine integration](https://docs.public.rcmr.io/en/cancel/02c4_nextengine.md): Connect NextEngine: create a bulk order registration pattern, and align the order number format when used with Shopify. - [ecforce integration](https://docs.public.rcmr.io/en/cancel/02c5_ecforce.md): Connect ecforce: issue an API authentication token, map order statuses, and configure what happens on cancellation. - [ecbeing integration](https://docs.public.rcmr.io/en/cancel/02c6_ecbeing.md): Connect ecbeing: register the authentication key and store management URL. Requires allowing Recustomer IP addresses first. - [Data integration settings](https://docs.public.rcmr.io/en/cancel/02c7_data-import.md): The data integration settings to configure last: the order import source and the main / sub cancellation targets. - [2-4. Cancellation request page](https://docs.public.rcmr.io/en/cancel/02d_request-page.md): Set the appearance and wording of the shopper-facing cancellation request page: logo, background, authentication method, and wording. - [2-5. Cancellation deadline](https://docs.public.rcmr.io/en/cancel/02e_deadline.md): Set the deadline for accepting cancellation requests, matching the point after which shipping can no longer be stopped. - [2-6. Notification emails](https://docs.public.rcmr.io/en/cancel/02f_notification-mail.md): Edit the notification email templates sent to shoppers, and set the sender address (with domain verification). - [2-7. Refund method](https://docs.public.rcmr.io/en/cancel/02g_refund-method.md): Set how refunds are issued for each payment method when a cancellation succeeds: automatic refund or bank transfer. - [How to find the payment method key](https://docs.public.rcmr.io/en/cancel/02g1_payment-key.md): How to find the payment method key required by the refund method settings, for Shopify, ecforce, CROSSMALL, NextEngine, and LOGILESS. - [2-8. Rakuten external link application](https://docs.public.rcmr.io/en/cancel/02h_rakuten-link.md): The Rakuten (RMS) external link application process and pre-checks required to accept cancellations for Rakuten orders. ### 3. Operational test - [3. Operational test](https://docs.public.rcmr.io/en/cancel/03_operation-test.md): Create a test order and walk through the whole flow, from the cancellation request to the connected system and the automatic refund. ### 4. Adding entry points - [4. Adding entry points](https://docs.public.rcmr.io/en/cancel/05_placement.md): Add entry points so shoppers can reach the cancellation request page, with the page URL and placement examples for Shopify, Rakuten, and Yahoo. ### Troubleshooting - [Troubleshooting](https://docs.public.rcmr.io/en/cancel/06_faq.md): Frequently asked questions: cancellable statuses per integration, what to do when a cancellation fails, and why an order may not be found. ## Tracking ### 1. What is Tracking? - [1. What is Tracking?](https://docs.public.rcmr.io/en/tracking/01_what-is-tracking.md): Overview of Recustomer Tracking: shipping notification emails, a branded tracking page, estimated delivery dates, and arrival-based deadlines. ### 2. Settings - [2. Settings](https://docs.public.rcmr.io/en/tracking/02_settings.md): The five setup items needed to start using Tracking. Working through them in order completes the setup. - [2-1. Create a store](https://docs.public.rcmr.io/en/tracking/02a_store-create.md): Create a store in Recustomer. How it is created depends on your plan (Ask or Basic). - [2-2. Invite users](https://docs.public.rcmr.io/en/tracking/02b_user-invite.md): Invite the members involved in tracking operations to the admin dashboard, with permission groups and store permissions. - [2-3. Integration settings](https://docs.public.rcmr.io/en/tracking/02c_integration.md): Entry point for connecting the system that orders are imported from. Each integration has its own page, followed by the data integration settings. - [Shopify integration](https://docs.public.rcmr.io/en/tracking/02c1_shopify.md): Connect Shopify: register the store name and install the Recustomer app. - [CROSSMALL integration](https://docs.public.rcmr.io/en/tracking/02c2_crossmall.md): Connect CROSSMALL: get the authentication key and company code, and map order statuses and carriers. - [LOGILESS integration](https://docs.public.rcmr.io/en/tracking/02c3_logiless.md): Connect LOGILESS: enter the client ID, client secret, and merchant ID, then choose the shops to connect. - [NextEngine integration](https://docs.public.rcmr.io/en/tracking/02c4_nextengine.md): Connect NextEngine: create a bulk order registration pattern, and align the order number format when used with Shopify. - [ecforce integration](https://docs.public.rcmr.io/en/tracking/02c5_ecforce.md): Connect ecforce: issue an API authentication token, and map order statuses and carriers. - [ecbeing integration](https://docs.public.rcmr.io/en/tracking/02c6_ecbeing.md): Connect ecbeing: register the authentication key and store management URL. Requires allowing Recustomer IP addresses first. - [Data integration settings](https://docs.public.rcmr.io/en/tracking/02c7_data-import.md): The data integration settings to configure last: choose the order import source and fetch data. - [2-4. Build the tracking page](https://docs.public.rcmr.io/en/tracking/02d_tracking-page.md): Create the page where shoppers check their delivery status, choosing between the default theme and a Headless tracking page. - [2-5. Notification emails](https://docs.public.rcmr.io/en/tracking/02f_notification-mail.md): Configure the notification emails sent automatically to shoppers as the delivery status changes: edit the templates and set the sender email address. ### 3. Operational test - [3. Operational test](https://docs.public.rcmr.io/en/tracking/03_operation-test.md): How to test Tracking with the dedicated test tracking numbers (2001–5001). You can check the tracking page and notification emails without an actual shipment. ### 4. Going live - [4. Going live](https://docs.public.rcmr.io/en/tracking/05_placement.md): Add entry points to the tracking page (optional) and turn on delivery status collection to start operations. ### Troubleshooting - [Troubleshooting](https://docs.public.rcmr.io/en/tracking/06_faq.md): Frequently asked questions: how to read the delivery management screen, search and filter options, when notification emails are sent, the carrier status mapping table, and what to do when the carrier shows as others.