Documentation

Cancelling orders and fulfilments

Learn how, and when, you can cancel orders and fulfilments.

  • Orders can be cancelled immediately when they are in draft or queued state.

  • Orders in some other states can be attempted to be cancelled, but sometimes it is too late to cancel an order, for example if fulfilments have been dispatched or the order is complete.

  • Cancelling an order results in an attempt to cancel all of that order’s fulfilments

  • Cancelled orders may result in charges, for instance if the order has already been part-processed.

How to cancel an order

An order can be cancelled either via the order’s details view, or via the order listing.

To cancel an order via its detail view:

  1. Go to the order’s details page.
  2. Near the top of the page, next to the order number, the order’s current state is shown in a pill-shaped outline. Click this to reveal a drop-down.
  3. If the order is cancellable, a ‘Cancel’ option will be visible.

👉 Alternatively, click the trash icon 🗑️ at the bottom of the order’s details page. If the trash icon is not there, the order is not cancellable, and instead you will see a message in its place.

To cancel an order via the order listing:

  1. Go to the order listing
  2. Search for the order number
  3. Select the order you wish to cancel
  4. At the bottom of the order table, click the ‘Bulk actions’ button
  5. Choose the ‘Cancel’ option

Cancel a fulfilment

A fulfilment within an order can be cancelled, as long as that fulfilment has not already been dispatched, or is not already cancelled.

However, please note that fulfilments which are processing may in fact have been dispatched (and therefore not cancellable), or may be cancellable but still incur charges.

To cancel a fulfilment:

  1. Go to the order detail page
  2. Scroll down to the fulfilment you wish to cancel
  3. Top right of the fulfilment card, you will see the current status of the fulfilment – click this
  4. In the drop-down that appears, choose ‘Cancel’
  5. A cancellation request will be sent for this fulfilment

👉 If the ‘Cancel’ option is not there, the fulfilment can’t be cancelled.