Cancelling 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. Go to your Ecwid Control Panel → My Sales → Orders.
  2. Find the order that needs to be cancelled.
  3. Click the payment status and select Cancelled:

Changing order status to Cancelled

Once you cancel the order, the customer receives a notification about the changed order status in their inbox.

When you cancel an order, Ecwid restocks the purchased items and sends an email to the customer, but doesn't issue any refunds. If you want to issue a refund, please refer to the article about refunding orders.

 

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