Canceling Orders

Customers may want to cancel the order they placed and start a new one due to a variety of reasons, such as forgetting to enter the discount code, choosing the wrong style or size, or wanting to purchase additional products. In such circumstances, you can cancel their order from your SHOPLINE admin panel.

During the order cancellation process, the payment can be refunded and the products can be returned to the inventory.

When Are You Allowed to Cancel Orders?

• In most cases, orders can be canceled before shipment.
• POS orders can still be canceled after shipment, but only by the cashier on the POS.

Canceling Orders

You need to enter the order details page to cancel it.

1. From your SHOPLINE admin panel, go to Orders and click the order you will cancel.
   
2. In the order details page, click the Actions button at the top and click Cancel order.
   
3. Different actions need to be taken depending on the order status.

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  • If the order is unpaid and no goods are shipped, you need to choose whether to restock the inventory with the products in the order being canceled. Add notes for the order if needed.
    
    • If you choose to restock the inventory, the products will be returned to inventory and available for reselling.
    • If you choose not to restock, you will need to make a manual adjustment in the Inventory section. Inventory adjustment is unsupported in the order details page at this point.
    • No refund process happens.
       
  • If the order is paid and no goods are shipped, you need to choose whether to restock the inventory with the products in the order being canceled, whether to refund the customer, and whether to notify the customer.
    
    • If you select Refund, the system will issue a full refund.
    • If you select Don't refund now, the system won't automatically issue a refund. Since you can’t issue a partial refund during the cancellation process, select this option if you want to issue a partial refund after canceling the order, or if you want to make an investigation before issuing the refund. To avoid chargebacks, be sure to track any unrefunded orders for follow-up actions. 

4. Click Cancel order once finished.

Frequently Asked Questions About Canceling Orders

This section answers common questions about what happens when an order is canceled, including payment status changes, transaction fees, customer benefits, and customer-initiated cancellations.

What happens after an order is canceled?

Canceling an order stops all further processing. Once canceled, no additional order-related operations can be performed.

What happens to the payment status after canceling a paid order?

If a paid order is canceled and successfully refunded, the payment status will change to Refunded.

If the refund fails due to an issue with the refund method, the payment status will not update to Refunded. In this case, you must retry the refund according to the selected posting mode.

When using manual posting mode, any amount already paid by the customer but not yet posted will also be fully refunded.

Are transaction fees refunded when an order is canceled?

No. transaction fees are non-refundable when a refund is issued.

While the order amount can be refunded to the customer, the transaction fee cannot be returned to you.

What happens to customer points or marketing eligibility after cancellation?

After an order is canceled, the customer’s:

• Reward points
• Eligibility for marketing campaigns
• Related promotional benefits

will be returned or released and can be used again.

Can customers cancel orders by themselves?

By default, orders can only be canceled by merchants from the admin panel.

If you want to allow customers to cancel orders directly in the storefront, you can install the Order Cancel Helper App. This app allows customers to initiate order cancellations themselves, helping reduce customer service workload.

Important notes:

• Customer-initiated cancellations only change the order status.
• Refunds still require your review and approval.
• Currently, customers can only cancel orders that:
  • Use Cash On Delivery as the payment method.

Have an order status of Ready to ship.