What Cancel does for each courier, when it is no longer possible, and what happens to parcels when an order is cancelled.
Where to find itOrdersOrder pageShippingCancel
Before you start
Courier shipping must be on for your shop (turn on Courier shipping under Shop › Features, or ask support if that page says to contact support). A shipment can be cancelled only before the courier collects the parcel.
Needs
Turn it on in Shop › Features (ask support if you do not see it)
Who can use this
Shop owner, Shop Manager
Cancelling a shipment cancels the parcel booking. It never cancels the order.
Cancel before pickup
Open the parcel
Open the order and find the parcel on its Shipping card.
Cancel
Among the parcel's buttons (2), select Cancel, then Cancel shipment in the confirmation.
You then see Shipment cancelled with the AWB and The order itself is not cancelled. The order can be shipped again.
What Cancel does for each courier
Courier
Cancel button
What happens
Shiprocket
Yes
The booking is cancelled at Shiprocket, then here
Delhivery
Yes
The waybill is cancelled at Delhivery, then here
Other courier (AWB typed in)
Yes
Cancelled here only. Cancel it with the courier yourself too
Aramex
No
Aramex has no cancellation the panel can call. Cancel the AWB with Aramex
DHL Express
No
DHL has no cancellation the panel can call. Cancel it in MyDHL or with DHL
If Shiprocket or Delhivery refuses, the shipment stays as it was and the card shows the courier's reason.
Once the courier has the parcel
When the status is Picked up, In transit, Out for delivery, Delivery attempt failed or Returning to shop (RTO), there is no Cancel button. The card shows To stop it: request RTO in the courier panel, or To stop it: request RTO with the courier for a parcel you booked yourself.
Ask the courier to return the parcel (RTO, return to origin). The return shows on the card when the courier reports it. Delivered, returned and cancelled shipments cannot be cancelled.
When you cancel the order
Cancelling an order does not leave its parcels running unnoticed.
Not yet collected, Shiprocket or Delhivery: the booking is cancelled at the courier automatically.
Not yet collected, Aramex or DHL Express: the shipment is cancelled here only. Its scan note tells you to cancel it with the courier as well.
Already with the courier: nothing can be cancelled. The Shipping card shows a warning that begins Order cancelled but parcel and ends request RTO in the courier panel.
Other courier (AWB typed in): the card asks you to have the courier stop the parcel, then cancel the shipment here.
Automatic cancellation failed: the card says it could not be cancelled automatically: cancel it here or in the courier panel.
The same alerts are written to the order's activity log.
Orders shipped in several parcels
If the other parcels of an order are already delivered and you cancel the last one outstanding, the order is completed as delivered, when your rule is Every parcel delivered (recommended). See Courier delivery rules.
