Canceling orders
You can cancel an order from your Ecwid control panel. Here are some of the cases when you might need this:
- the customer changes their mind after placing an order,
- ordered items are unavailable,
- you consider the order fraudulent.
Once you cancel an order, the customer gets an email notification. The purchased products are restocked.
To cancel an order:
- From your Ecwid admin, go to My Sales → Orders.
- Select the order that needs to be canceled and click the payment status dropdown.
- Choose Cancelled:
- From your Ecwid iOS app, go to Orders.
- Tap the order that you want to cancel.
- Tap the payment status and then tap Cancelled.
- From your Ecwid Android app, go to Orders.
- Tap the order that you want to cancel.
- Tap the payment status and then tap Cancelled.
Actions after canceling an order
After you cancel an order, you may need to take follow-up actions depending on the order status: whether it was paid or shipped.
Order is paid, but not fulfilled. If a customer doesn’t want an exchange for another item, you need to issue a refund. Refunds are not triggered automatically upon canceling an order, so you need to do it manually. For Lightspeed Payments or Chase Integrated Payments Powered by WePay, you can issue a refund from your Ecwid admin. For other payment methods, you need to create a refund from your payment account. If you purchased a shipping label for the order, you can void the shipping label.
Order is unpaid, but fulfilled. Canceling an order prevents you from collecting payment. To get items returned, arrange a return by contacting your customer or a carrier service.
Order is paid and fulfilled. Contact your customer or a carrier service to arrange a return. You can offer your buyer an exchange for another product or issue a refund.
Order is not paid and not fulfilled. Do nothing.