How to Manage Order Cancellations

Manage Store

Published Mar 14, 2025

When an order is cancelled, the appropriate actions to handle the cancellation depend on the status of the order. The following outlines the necessary steps based on the specific order status. Order rejections and cancellations may negatively impact your quality metrics.

Order Status	Action Required to Cancel the Order
Pending Acceptance	If you haven't accepted the order, Reject the order. Note: If the order has multiple units, you can click into the order to reject part of the order. Rejecting from the All Orders page will reject the full order.
Awaiting Shipment	Cancel Entire Order: Click the Cancel button on the top right corner of the order. Then select Full Cancelation. Select the correct refund reason from the dropdown menu and click Refund at the bottom of the popup window to initiate the cancellation process. Cancel Partial Order: On the order details page, click the Cancel button. Click Cancel part of the order. Enter the Quantity and Refund reason, and then click Refund to "cancel" part of the order.

Order Status

Action Required to Cancel the Order

Pending Acceptance

If you haven't accepted the order, Reject the order.

Note: If the order has multiple units, you can click into the order to reject part of the order. Rejecting from the All Orders page will reject the full order.

Awaiting Shipment

Cancel Entire Order: Click the Cancel button on the top right corner of the order. Then select Full Cancelation. Select the correct refund reason from the dropdown menu and click Refund at the bottom of the popup window to initiate the cancellation process.

Cancel Partial Order: On the order details page, click the Cancel button. Click Cancel part of the order. Enter the Quantity and Refund reason, and then click Refund to "cancel" part of the order.

If you mistakenly mark an order as shipped and later discover you’re unable to complete the order, you must promptly issue a refund.