You are able to cancel orders when they are in the following states:
- Draft
- Action Required
- Out of Stock
- On Hold
- Ready For Fulfillment
You are unable to cancel orders if they are in Fulfilling By 3PL or Shipped statuses
Canceling Orders in Bulk
- From the Dashboard, select Orders from the sidebar to locate the orders.
- Use the radio buttons to select multiple orders for cancellation.
- Click Bulk Actions and choose Cancel. Confirm the action when prompted.
Canceling Individual Orders
- Click the order’s ID to open its profile.
- In the Actions menu, select Cancel.
Once canceled, the action cannot be undone.
Delaying or Syncing Order Imports
To give your team additional time to manage order cancellations, you can set up delayed imports or choose specific times to sync orders from your stores.
Visit the Integration pages for more information on configuring these options.
Order Cancellation Process - Handling Out-of-Stock (OOS) Orders
This guide explains how we handle orders that cannot be fulfilled due to out-of-stock (OOS) items. You will learn what happens when an item is out of stock, how we notify you, and the steps you can take.
How We Handle OOS Orders
- If a warehouse identifies that an item is out of stock, we make a stock adjustment in the system to reflect the 0 units available.
- We cancel the original order.
- We create a new copy order with the reference suffix "-copy" so that the order receives the "Out of Stock" status.
- At this stage, you are able to edit the order to remove the OOS item(s) or cancel the order entirely.
How You Will Be Notified
- You will receive an email notification about any OOS situations.
- The email will include details about the affected order(s).
- If you have specific instructions for OOS orders (like partial shipping), please let us know.
What You Should Do
- Review the notification email and check the affected orders in your account.
- Edit the copy order if you’d like the other items to be shipped out.
- Cancel the copy order if you’d like to cancel the entire order.
Escalation
- If OOS issues persist or if you experience recurring problems, a review meeting can be scheduled to discuss improvements to the process.