Fulfillment Requests

Updated: July 12, 2021


Fulfillment requests (also referred to as subscription requests) are generated in case your customer purchased a product that is defined on the Connect platform and listed within a specified marketplace. These requests are generated in case customers decide to cancel their order, if items or their quantity is changed, in case parameter data should be changed or updated, and so on.

Fulfillment requests help Vendors, Distributors and Resellers to consolidate order fulfillment workflow and relevant state of the subscription objects on the platform. Therefore, Connect users can systematize product arrangements, subscription changes and order cancellations and streamline communication with partners simply by approving or rejecting fulfillment request.

Note that each approved or rejected fulfillment requests correlate with a particular subscription state. Thus, for instance, approving purchase requests activates subscriptions, while rejecting these requests terminates them. Furthermore, the CloudBlue Connect platform populates fulfillment requests with various provisioning data that can be essential for many businesses and collaborations. Refer to the Fulfillment Request Management documentation for more details.

The following schematically illustrates and describes request types and request states on the CloudBlue Connect platform.

Request Types

Connect features a variety of subscription request types that covers every single operation on the Distributor’s commerce system. Each request type available on the Connect platform is presented and described below:


Adjustment requests are created by Vendors to adjust parameter information (Fulfillment and Ordering phases) and change Activation Template. These requests can be especially helpful in case required parameter data is outdated and no longer relevant.

Note, however, that Vendors cannot modify purchased items or their quantity. Adjustment requests are also visible to Distributors, but they cannot process or delete them.

Once Vendors decide to adjust the subscription data, the system allows creating adjustment requests in the Pending state to approve or reject them later. Alternatively, Vendors can create Approved adjustments requests and change required data instantly. The Connect platform allows generating any number of such requests per a single subscription.


Once your customers or buyers purchase a product that is defined on the platform, Connect generates a new purchase fulfillment request. Furthermore, the system creates a subscription that is interconnected with this particular purchase request.

Vendors can approve purchase requests, activate its interconnected subscriptions and consequently provision purchased items (SKUs). However, Vendors can also reject these purchase requests and terminate susbcriptions.

Note that system generates only one purchase request per a subscription.


In case your customer or buyer changed the number of purchased items or decided to purchase different items, the system generates a new change request. Vendors can approve change requests, update corresponding subscriptions and provision right items to their buyers. Vendors are also able to reject a change request; therefore, its associated subscription will not be adjusted or updated.

Your customer may change purchased items several times. Thus, the Connect platform allows generating any number of change requests per a single subscription.


In case the Administrative Hold capability is enabled, the system enables to suspend a subscription by creating a suspend request. Once Vendors approve a suspend request, its corresponding subscription is suspended. Vendors can reject or ignore suspend requests and leave associated subscriptions in the Active state.

Enable Administrative Hold from the Capabilities section of the product profile page. Therefore, the system will allow to create any number of suspend requests per a subscription.


The Connect platform allows reactivating subscriptions from the Suspend state by creating resume requests. Note that resume requests require the the Administrative Hold capability to be enabled.

Subscriptions are successfully activated once Vendors approve corresponding resume requests. Otherwise, Vendors are able to reject or ignore resume requests and leave associated subscriptions in the Suspend state.

Furthermore, note that the system allows creating any number of resume request per a subscription.


In case your customer decided to cancel purchasing all selected items, the system generates a cancel request to terminate an active subscription. Once a cancel request is created, its associated subscription is assigned to the Terminating subscription status.

Therefore, Vendors can approve cancel requests and consequently terminate subscriptions. Alternatively, Vendors can reject requests and leave corresponding subscription active.

Note that the system allows creating only one cancel request per a subscription.

Request Statuses

Each request state represents a particular stage in the order fulfillment processing. The following displays and describes all fulfillment request statuses on the CloudBlue Connect platform:


Once a customer purchases your product, the Connect platform generates a new fulfillment request and a subscription. The initial status of this fulfillment request is Pending. This status indicates that Vendors are required to process this fulfillment request. In this case, the system also sends your specified Pending Template to your customers or resellers.

In case Vendors approve this fulfillment request, the system assigns the Approved state to it and activates the corresponding subscription. Otherwise, Vendors reject the request; thus, the system assigns the Rejected state to it and terminates the subscription.

Note that Vendors can and the system can inquire missing parameter data. Thus, the Connect platform assigns the Inquiring state to this request. Furthermore, in case reseller or customer account configuration is required, the system transfers the fulfillment request to the Tier Setup state.


The Draft request status represent an optional state that is displayed in case a fulfillment request is not validated. Therefore, a draft request and its corresponding draft subscription can be used for pre-provisioning validation.

In case the draft fulfillment request is successfully validated, the system transfers the request to the Pending state. Otherwise, this draft subscription and its associated draft request are deleted within the system.

Enabled capability is required

Note that this subscription status that is available in case the Draft Validation capability is enabled. Otherwise, the system generates a request in the Pending state and the validation procedure is unavailable.


The Inquiring request status in case product parameter specification is required. These parameters enable Vendors to meet specific product fulfillment requirements (e.g., specifying a phone number or email address). The parameters parameters can be inquired by the system or by Vendors. Thus, the system transfers a pending request to this state until the parameter data is submitted. Furthermore, the system also sends your specified Inquiring Template to your customers or resellers.

Once all required parameter data is presented, the system transfers the request back to the Pending status. Therefore, Vendors will be able to process this fulfillment request.

Tiers Setup

In case reseller or customer account configuration is required, the system transfers corresponding fulfillment requests to the Tier Setup state. The system also generates a Tier Configuration instance and a Tier Request that should be also processed and consolidated via the corresponding module on the Connect platform.

Once a tier request is successfully approved and tier configuration is activated, the system transfers your fulfillment request to the Pending state and sends Tier Configuration Approved Template to your customers or resellers. Refer to the Tier Configuration documentation for more information.


Once Vendors successfully approve a processing fulfillment request, the system assigns the Approved to this request.  Furthermore, its associated subscription is assigned to the Active status. In this case, the system also sends your specified Subscription Approved Template to your customers or resellers.

Therefore, approved requests on the Connect platform ensure that correct information is processed and your customers receive their purchased products. Note that no further actions with active requests are required.


The Failed fulfillment request status is displayed in case a generated fulfillment request is rejected by Vendors. This state also indicates that Tier Configuration Request is failed or rejected.

Note that no further actions with failed requests are required. Therefore, the Connect platform can be used for further inspections and communication between partners regarding failed product provisioning.

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