Your store allows you to cancel an order directly from your store's admin.
Note :
If a customer wishes to cancel their order, they must contact you, as this action cannot be performed directly from the order confirmation email the customer has received. Make sure your contact information is easily accessible on your website.
Once an order is cancelled and the refund processed (if applicable), the customer receives an email notification, and the products initially reserved are returned to inventory.
Learn more: Customer Notifications →
Learn more: Managing Inventory →
Table of contents
Cancelling an online order paid online before shipment
Payment behaviour following the cancellation of an order paid online before shipment
Inventory behaviour following the cancellation of an order paid online before shipment
Cancelling an order paid by on-site payment
Inventory behaviour following the cancellation of an order paid by on-site payment
Cancelling an online order paid online before shipment
- From your store's admin, go to Store → Orders.
- Locate the order you wish to cancel.
- Click the three-dot icon to the right of the payment status and click Cancel.
- If the payment has already been Captured, you can issue a Refund in the Payments window.
Payment behaviour following the cancellation of an order paid online before shipment
Following the cancellation, the customer will receive an email notification at the address provided when placing the order.
However, no refunds will be issued automatically.
For more information, see the section: Refunding an order cancelled before shipment →
Inventory behaviour following cancellation of an order paid online before shipment
Upon cancellation, the items are automatically returned to inventory.
Cancelling an order paid by on-site payment
Whether your client comes to your store or sends you a message, asking you to cancel the order, the cancellation procedure in your store's admin is the same as for an online payment.
Because there is no pavement received yet, a refund doesn't apply.
Inventory behaviour following cancellation of an order paid by on-site payment
Upon cancellation, the items are automatically returned to inventory.