Orders | Cancelling an Order
Cancel cleanly: what happens to stock, payment and the customer when you cancel — and the difference between cancelling and refunding.
Cancellation lives under More actions → Cancel Order on the order page. It is the right tool when the order should simply never happen — the customer changed their mind before dispatch, or you cannot fulfil it.
What cancelling does
Stops the order moving — it leaves the fulfilment queue immediately.
Releases the reserved stock back to your available quantities.
Leaves the payment question to you: cancelling does not by itself refund.
Cancel vs refund
Cancel when nothing shipped. If they paid, refund as part of the same tidy-up — a cancelled order that still says “paid” is money you owe.
Refund (full or partial) when goods went out or the order is partially fulfilled — at that point cancellation is no longer the honest action. See Orders | Refunding an Order.
Edge cases
Unpaid orders that sit too long cancel themselves — the auto-cancel records its reason in the order's notes, so nobody has to sweep the queue by hand.
A customer can request cancellation from their account; the request lands on the order for you to approve or decline.
Tips
Speed matters before the warehouse prints the pick list — cancel early rather than recall parcels.
Duplicate instead of cancel when the customer just wants a change: More actions → Duplicate copies the order, you edit the copy, the original cancels with a note.
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