Knowledge base
Video tutorials
Try searching for:
Recently viewed articles:

Table of contents

Canceling orders

Canceling an order means that you are halting order processing. The reason for that may be a customer that changed their mind, you consider the order fraudulent, or an ordered item isn’t available.

When you cancel an order, items are restocked and a customer receives an email notification about their order being canceled. Canceling an order doesn’t delete it from your Ecwid admin. It also doesn't trigger issuing a refund, so if the order has been paid, you need to manually refund the order.

Canceling an order

Canceling orders is possible from the Orders page. Customers can’t cancel their orders from their accounts so make sure that you provide the contact information on your website for clients to get in touch.

To cancel an order:

  1. From your Ecwid admin, go to My Sales → Orders.
  2. Select the order that needs to be canceled and click the payment status dropdown.
  3. Choose 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.

Was this article helpful?

Awesome! Thanks for your feedback!

Thanks for your feedback!

Sorry about that! What went wrong?
7 out of 24 found this helpful
We use cookies and similar technologies to remember your preferences, measure effectiveness of our campaigns, and analyze depersonalized data to improve performance of our site. By choosing «Accept», you consent to the use of cookies.
Accept cookies Decline