The self-service order cancellation feature helps reduce return volumes and the inconvenience of manually canceling orders for customers who change their mind. If the order hasn’t shipped, your customers can cancel the order themselves, without having to contact you, and the cancellation is processed automatically in merchant console.
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Self-service order cancellation
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What is self-service order cancellation?
Reduce return volumes and the inconvenience of manually canceling orders for customers with the self-service order cancellation feature. If a customer changes their mind about an order and it hasn’t shipped, they can initiate a cancellation without having to contact you. If the cancellation is successful, it’s processed automatically in merchant console.
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How does self-service order cancellation work?
How to use self-service order cancellation as a merchant from the Orders dashboard
Step 1Open the merchant console.
Step 2From the side menu, choose Orders, choose the specific order, and then click the Action icon […].
Step 3Choose the Cancel order option. Note: If the cancel order option is available then you are eligible to cancel, if the cancel order option doesn’t appear then you’re not eligible.
Step 4In the Cancel order window, you can say why you’re canceling your order, and you have the option to provide additional comments. Then click the Cancel order button.
Step 5The Item status reflects the updated status of ‘Cancellation requested’.
How to use self-service order cancellation as a merchant from the Orders detail page
Step 1Open the merchant console.
Step 2From the side menu, choose Orders, and select the order you want to cancel.
Step 3Choose the Cancel order option. Note: If the cancel order option is available then you are eligible to cancel, if the cancel order option doesn’t appear then you’re not eligible.
Step 4In the Cancel order window, you can say why you’re canceling your order, and you have the option to provide additional comments. Then click the Cancel order button.
Step 5The Item status reflects the updated status of ‘Cancellation requested’ as well as the cancellation reason and any additional comments.
How to use self-service order cancellation as a customer
Step 1Open your order confirmation email and click the View order details button.
Step 2You’ll be redirected to the order detail page.
Step 3Choose the Action icon […], and then Cancel order option. Note: If the cancel order option is available then you are eligible to cancel, if the cancel order option doesn’t appear then you’re not eligible.
Step 4In the Cancel order window, you can say why you’re canceling your order, and you have the option to provide additional comments. Then click the Cancel order button.
Step 5The Item status reflects the updated status of ‘Cancellation requested’ as well as the cancellation reason and any additional comments.
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Self-service order cancellation FAQ
Get answers to common questions about self-service order cancellation.
For more information, go to FAQ library.
