Help CenterHelp Center / Team and security · How-to
Set up the reasons a picker chooses from when cancelling an order, so each cancelled order says why.
When a picker cannot complete an order in the Picker app, they choose one of your cancel reasons. The reason is saved on the order, so you can see what went wrong and spot patterns such as items that are often out of stock.
The menu entry is Shop › Manage Cancel Reasons; the page is titled Cancel reasons.
Reasons are shown in two groups:
A reason can carry two tags: Needs comment and Hidden. Each row has Edit and Delete.
With no reasons yet, the page offers ready-made ones under Add a common one:, for example "Items out of stock", "Customer not reachable", "Customer asked to cancel", "Address outside our delivery area", "Duplicate order" and "Other". Selecting one opens the form already filled in. Write your own opens an empty form.
Select Add on the list.
Select Add reason. The list shows "Cancel reason created successfully."
Whether pickers may cancel at all is a separate switch: Can Cancel Order By Picker on the Picker Settings tab of Shop › Settings.
These reasons are for pickers. When you cancel an order yourself from the order page, see Cancel an order.
See also Pickers.