For Business

Self-service order cancellation

Use 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.

How does self-service order cancellation work?

Use self-service order cancellation as a merchant from the Orders dashboard

  1. Open the merchant console.
  2. On the side menu, choose Orders, choose the specific order, and then click the Action icon […].
  3. Choose 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.
  4. In 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.
    The Item status reflects the updated status of ‘Cancellation requested’.

Use self-service order cancellation as a merchant from the Orders detail page

  1. Open the merchant console.
  2. On the side menu, choose Orders, and select the order you want to cancel.
  3. Choose 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.
  4. In the Cancel order window, you can say why you’re canceling your order, and you have the option to provide additional comments.
  5. Choose Cancel order.
  6. The Item status reflects the updated status of ‘Cancellation requested’ as well as the cancellation reason and any additional comments.

Use self-service order cancellation as a customer

  1. Open your order confirmation email, and then choose View order details.
    You’re redirected to the order detail page.
  2. Choose the Action icon […], and then Cancel order.
    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.
  3. In the Cancel order window, you can say why you’re canceling your order, and you have the option to provide additional comments.
  4. Choose Cancel order.
  5. The Item status reflects the updated status of ‘Cancellation requested’ as well as the cancellation reason and any additional comments.
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