Cancelling a website order

Cancelling a website order

There might be certain instances when you have to cancel an order in the Eshopbox workspace.

  • The customer explicitly requests you to cancel the order, which may happen for various reasons such as change of mind, delivery timeline concerns, or payment issues.

  • You don't have sufficient inventory at the fulfilment location to fulfil the order.

You can cancel a website order using the

Note:

  • You can cancel a website order if it is in New, Unfulfillable, Processing, Ready to Ship, or On the Way status.

  • You cannot cancel an order if it is marked as Out for delivery or Delivered.

  • Make sure you have set up your cancellation policy.

In this article, you will learn how to cancel website orders.

Using your Eshopbox workspace

To cancel a website order from your Eshopbox workspace, you need to follow the below-given steps:

  • Step 1: Log in to your workspace.

  • Step 2: From the header, navigate to Orders > All Orders.

  • Step 3: Search the order you want to cancel.

  • Step 4: Click on Take Action > Cancel order.

  • Step 5: A pop-up will open up. Select the Reason for cancellation of an order from the dropdown. You can also add a comment.

  • Step 6: Select the checkbox to notify the customer regarding order cancellation.

  • Step 7: Click on Cancel Order.

In some instances, the warehouse team might have picked up the item from the shelf that you have cancelled on your workspace.
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In this case, if you are shipping this order from your location using the scan and pack method, you need to restock it.

To do so, Eshopbox will ask you to scan the Tote for a putaway cancelled item when you attempt to pack it.


This will create a putaway for the item, and you can store it back on the shelf. Learn here how to complete a putaway for cancelled items.

Note:

  • If you want to cancel an order with multiple items, you must cancel each item separately.

  • In the case of Shopify, a two-way cancellation sync is configured.

    • Orders cancelled on the Eshopbox workspace or through the customer portal will be cancelled on Shopify.

    • For partially cancelled orders on the Eshopbox workspace, the corresponding order items will be automatically removed from the Shopify order.

If you have configured your cancellation and refund policy on the customer portal for order cancellation, then your customers can request cancellation via the tracking link shared with them.

They need to select the reason for the cancellation and submit the request.

If you want to disable order cancellation for your customers, you can do this from your customer portal settings. Learn here how to manage the cancellation policy.

FAQs

Q1. Can I cancel orders that are out for pickup or out for delivery?

No, you cannot cancel orders that are out for delivery. For orders that are marked as out for pickup, you have the option to submit a cancellation request. However, the confirmation depends on the courier handling your shipment.