• Self-service order cancellation

  • 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.

  • 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.

  • Self-service order cancellation FAQ

    Get answers to common questions about self-service order cancellation.

    • 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.

    • Your customer can cancel their order up until it’s shipped, which is indicated by the status on the customer’s order detail page. After the fulfillment status changes to Shipped, the customer can’t initiate a cancellation. 

    • You're able to cancel orders directly within the order detail page in merchant console if the order hasn’t shipped. After the fulfillment status changes to Shipped, you can’t initiate a cancellation for the order.

    • No, the order is not canceled immediately. When a cancellation is initiated, it is a request to cancel and we send the cancellation request to the fulfillment provider. If the fulfillment provider is able to cancel the order, then we notify you and the customer through email if the cancellation was successful or not.

    • Customers can expect their refund within 3-5 business days after the cancellation has been confirmed.

    • If your customer doesn’t see the Cancel button next to the order they want to cancel, then we may have already shipped the order. Your customer can confirm if the order has shipped by selecting Track package on the order detail page. If the order has already been shipped, you can initiate a return manually once your customer receives the order.

    For more information, go to FAQ library.

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