You can cancel, archive, and delete orders. Canceling an order means that you're stopping an order that's in process. Archiving an order means that you're done with the order and want to remove it from your open orders list. Deleting an order means that you are removing it from your DMIT Shop admin.
Cancel an order
Canceling an order indicates that you are halting order processing. For example, if a customer requests a cancellation or you suspect the order is fraudulent, then you can cancel the order to help prevent staff or fulfillment services from continuing work on the order. You can also cancel an order if an item was ordered and isn't available.
Depending on the state of the order when you cancel it, you might need to do follow-up actions.
| State of the order | Follow-up actions |
| Paid for but no items are fulfilled | When you cancel the order, there are two refund options: Refund the full amount now: A full refund is automatically issued to your customer. This option is selected by default. Refund later: Refund isn't issued to your customer when you cancel an order. You can't issue a partial refund during the cancellation process, so you can select this option to issue a partial refund later or to investigate before issuing a refund. To avoid chargebacks, ensure that you track non-refunded orders for follow-up. If you use a third-party fulfillment service, then you might need to follow up. If you purchased a shipping label for this order, then you can void the label. |
| Fulfilled but payment isn't collected | Canceling an order prevents you from collecting payment. To get items returned, use the returns process. |
| Not paid and not fulfilled |
Archive the order if it isn't automatically archived.
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After you cancel an order, the details about what items are restocked and refunded is stored in the order's Timeline.
When you cancel an order, the payment status changes as follows:
- If the payment wasn't captured, then the payment status changes to Voided.
- If the payment was fully refunded, then the payment status changes to Refunded.
Later, if you issue a partial refund for a canceled order, then the payment status changes to Partially refunded.
If an order is in Pending payment status, then you might be unable to cancel it. Learn more about orders with pending payments.
Cancel an order steps:
- From your DMIT Shop admin, go to Orders.
- Click the order that you want to cancel.
- Click More actions > Cancel order.
- In the Refund payment section, choose how you want to refund the payment:
- To issue a full refund now, select Now.
- To issue a refund later, select Later.
- In the Reason for cancellation drop-down menu, select the reason of order cancellation.
- Optional: In the Staff note field, enter an internal note about the order cancellation.
- Optional: To restock the refunded items to your inventory, select Restock inventory.
- Optional: To notify your customer about the order cancellation, select Send a notification to the customer.
- Click Cancel order.
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