Who can cancel an order, and when

Who When How
You, the administrator From the moment the order is placed until it is completed The Refund button of the order, described below
The seller Once they have accepted the order Not from their seller space: they ask you. An integration using their own API key can cancel it
The buyer Never directly The Cancel link of their order leads to your contact page: they ask you, and you cancel the order
Your marketplace, automatically When the seller has not accepted the order in time The Orders should be automatically canceled if not accepted by vendor? option of the order type, in Settings › Order types, Orders tab

Cancel an order

  1. In the menu, under Sales, click Transactions, then open the order.
  2. At the top of the order, click Refund. The button shows while the order is new, accepted, shipped, or confirmed by the buyer or the seller.
  3. In the Cancel the order dialog, enter the Refund amount and choose whether to refund the fees (see below).
  4. Explain the cancellation in Comment: it is kept with the order.
  5. Click Submit. The confirmation message “The order has been cancelled” shows, and the order takes the Canceled status.

When no payment is recorded on the order (a free order, a bank transfer, a marketplace without online payment), the dialog only asks for the comment.

Choose the refund

The Refund amount is filled with the total the buyer paid.

  • Full refund: leave the amount as it is.
  • Partial refund: enter a lower amount.
  • No refund: enter 0 and leave Refund fees unticked. The order is cancelled all the same.

Refund fees gives back the commission you took on the order: all of it with a full refund, a share proportional to the amount refunded otherwise.

The refund goes through your payment provider. The order is cancelled only once the provider has accepted it.

What happens next

  • The order takes the Canceled status. The Cancellations table of the order keeps the date, the type (Refund, Partial refund or No refund), the refund’s status, the amounts and your comment.
  • The buyer and the seller receive an email each. Both are notifications of Settings › Notifications, which you can edit or switch off: Order cancelled for the buyer, Order cancelled to supplier for the seller.
  • The stock comes back on the listing, and on its variants, when two conditions are met: the order was new or accepted, and its order type has Restock the quantity of available quantity when an order is canceled set to Yes, in Settings › Order types, Quantity tab.

What your users see

The buyer receives the Order cancelled email, with the order’s details, and sees the order as cancelled in their account. The seller receives Order cancelled to supplier, and sees the order as cancelled in their seller space. When stock comes back, the listing can be ordered again.

Edge cases and limits

  • A shipped or confirmed order can be cancelled, but its stock does not come back: the item has left. Correct the listing’s quantity yourself if it comes back to the seller.
  • An order cancelled through the API sends no email. The integration sends them itself, through the notifications endpoint described on the developer site.
  • A refund made in your payment provider’s dashboard does not cancel the order: cancel it here too, with an amount of 0.
  • Only one cancellation per order: once the order is cancelled, the Refund button disappears. Give back more money from your payment provider’s dashboard.