Help Center / Orders · How-to
Cancel an order
Cancel an order with a reason, and know what happens to stock, the wallet and money already paid.
Where to find itOrdersViewActionsCancel Order
- Who can use this
- Shop owner, Shop Manager
Help CenterHelp CenterHelp Center / Orders · How-to
Cancel an order with a reason, and know what happens to stock, the wallet and money already paid.
Cancelling stops the order and puts its stock back. Money paid online is not sent back automatically; the panel records what you owe.
On the order page, select Cancel Order in Actions.
| Area | Effect |
|---|---|
| Status | The order becomes Canceled. This cannot be undone |
| Stock | The stock the order took goes back |
| Wallet | Any wallet balance the order used is credited back to the customer's wallet at once |
| Money paid online or at a till | Recorded on the order as Balance to refund, less any part paid from the wallet or by gift card. You refund it yourself. See Refunds and balances |
| Cash on delivery, not yet paid | Nothing is owed |
| Coupon | The coupon use is released |
| Messages | The customer is sent an app notification. An SMS or e-mail also goes out when Enable Order Cancelled Notification? is on in your SMS Notification Settings or Email Notification Settings. The assigned delivery guy is told in the delivery app, and the picker in the picker app |
| Courier | A courier booking that has not been collected yet is cancelled |
| Reward points | Points earned on a delivered order are taken back |
A saved-card order is charged only when you accept it. Cancelled before that, it owes nothing.
Order Cancel Before, under Shop › Settings › Order Settings, sets the last moment. With Preparing Order, only new orders can be cancelled; with Delivered, any order that is not yet delivered. See Order Settings.
Incomplete orders, orders waiting for the customer's approval, and orders a picker is working on can always be cancelled.
You can still cancel when a courier has the parcel, but the courier keeps delivering until you stop it. The Shipping card then warns that the order is cancelled while the parcel is still booked or in transit, and tells you whether to cancel the shipment or request a return to origin with the courier.
Use Cancel in bulk actions. No reason is recorded.
Shop › Manage Cancel Reasons holds the reasons pickers choose from in the Picker app. The panel's own dialog takes free text.