Process cancelations

A customer has placed an order, but for some reason changed their mind and doesn’t want you to deliver the ordered items. Others might notice that they accidentally ordered too many items and would like to reduce the quantity. In these cases, you can cancel single items, or even the whole order.

Note

You can only process cancelations as long as the order is not yet marked as ready to ship, shipped, ready for pickup or picked up.

Info

If you cancel an order or a single item that has already been paid by the customer with a manual payment method, you will need to manually refund the money afterwards. If the order or item has been paid with an online payment method, the refund will be automatically triggered. Learn more in our article Manage refunds.

Skip to:

• Cancel an order
• Cancel single items of an order

Cancel an order

1. In the sidebar of your cockpit, select Orders.
2. From the Order overview, select the order you would like to cancel.
3. At the very end of the view, select Process order cancelation. You are now prompted to the view Process order cancelation.
4. Select the checkbox Cancel all items. Optionally, you can also add an internal comment that will be displayed in the order timeline.
5. Select Confirm.

Note

Once you confirmed the cancelation, your customer will be automatically informed via email.
What's more, the canceled items will be automatically re-added to the stock level (if you've set up stock level tracking).

The order is now marked with a Canceled order flag on the Order details card:

Canceled orders are still visible in the view Order overview, but they are marked with a beige-colored dot next to the order number. In case you are unsure about the meaning of the varicolored dots, you can always check the legend below the table or hover over the dot:

Cancel single items of an order

Note

If the order has been paid with a payment method that does not support partial refunds, you can only process the cancelation of all items included in the order. If an order has been paid with such a payment method, you will be notified about that on the view Process order cancelation. For affected orders, it is not possible to only cancel single items.

1. In the sidebar of your cockpit, select Orders.
2. From the Order overview, select the order for which you would like to cancel the items.
3. At the very end of the view, select Process order cancelation. You are now prompted to the view Process order cancelation.
4. Enter the respective quantity of canceled items. Optionally, you can also add an internal comment that will be displayed in the order timeline.
5. Select Confirm.

In the example below, we marked one bottle of ELLA PERLA - Prosecco dry and two bottles of Vineyard Caracuas - Cabernet Sauvignon as canceled. The remaining order of one bottle of wine and one bottle of prosecco is still valid and requested by the customer.

The selected items are now canceled. The items will be re-added to the stock level if you've set up stock level tracking. Additionally, the outstanding balance for the order will be automatically recalculated if the order has not been paid yet.

The order with its remaining items can now be processed just as every other order.

Note

Unlike the cancelation of the whole order, the customer is not automatically informed about the partial cancelation, and the order is not marked as canceled in the view Order overview or on the card Order details.