Cancelling Orders

Cancellation removes units from an order that will not ship. It happens in two ways: automatically, when a payment is reversed or its capture fails, and manually, from the order detail page. This guide covers both — and the partial-refund case that connects them.

Automatic cancellation

When a payment is voided or fully refunded, Order Management System cancels the remaining unshipped quantities of every order item created from that payment. Units that already shipped stay fulfilled — an item that shipped partially ends up Partially Cancelled. See Refunds and Voids for how reversals work on the payments side.

The same happens when a payment capture fails: the remaining unshipped quantities of that payment's items are cancelled automatically.

A payment that is voided, fully refunded or fails capture before its order is created gets no order, so nothing from it reaches your logistics provider, and you cannot import it later either. If the order is being created at the moment the reversal arrives, the payment's items are still added to an order and then cancelled straight away, as described above, so you see the cancelled items rather than no order at all.

In a bundled order, only the items of the reversed payment are affected. Items from the customer's other payments continue toward fulfillment as normal.

Chargebacks do not cancel orders.

Partial refunds

important

A partial refund does not cancel anything automatically. Refunds are amount-based, so Order Management System cannot tell which order items a partial refund corresponds to. Cancel the affected items manually.

The recommended workflow when a customer returns part of an order:

1. Issue the partial refund in the Payments view, as usual.
2. Open the order in the Orders view and cancel the items and quantities the refund covers via Actions > Cancel order.

Orders already sent to your provider

When an order that NextSmartShip or ShipBob has is cancelled in full — every unit cancelled, none shipped — Order Management System cancels it at the provider too, within a few minutes. This happens however the order was cancelled: automatically, or from the order detail page. The order's activity records what the provider answered:

• The order was cancelled there and will not ship.
• Only part of the order was cancelled there. If the rest has not shipped, cancel it at your provider yourself.
• The cancellation was passed to a warehouse that had already started on the order, and the warehouse decides whether it can still stop it.
• The order was not cancelled there: the provider had already started shipping or had closed it, or the request did not go through, and the activity says why. If the order has not shipped, cancel it at your provider yourself.

warning

An order you cancel only in part is not cancelled at your provider. Cancel the units there as well, or the provider can still ship them.

If the provider ships cancelled units anyway, the order is marked Shipped after cancellation, and its activity records each shipment with its tracking number.