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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.

If a customer wants to cancel an order, they should contact the store owner as there is no option to do this from their accounts. Make sure that you have the contact information on your website so that customers could easily get in touch with you.

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.

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