Cancel a customer order

Use Cancel order when the order will no longer be fulfilled.

What to do

1. Open the order and confirm the reference and customer.
2. Read any customer message and decide how you will handle the request. Use Message if you need to explain the outcome.
3. Choose More order actionsCancel order.
4. Read the confirmation for that specific order. For a paid card order, the cancellation workflow describes the remaining refund and customer email. An unpaid order has no card payment to refund.
5. Choose Cancel order to apply the action, or Cancel to leave it unchanged.
6. Check the order’s cancelled status and refund entries. Use the Cancelled tab to find it later.

What happens next

The order is cancelled and the applicable refund and customer-notification workflow runs.

Good to know

Read the displayed outcome before confirming. The standard cancellation flow is not a “cancel but keep the payment” choice. If gift-card credit was used, the confirmation also describes its return.