Cancelling an Order or Items

Orders or individual items can be canceled from the Order Details Panel before they are shipped.

Table of Contents

1. Overview

2. How to Cancel Items

3. Cancellation Rules

4. Best Practices

Overview

Orders or individual items can be canceled from the Order Details Panel before they are shipped.

Cancellations can happen during a few phases of order fulfillment. Once the order has been placed, item(s) can be canceled during fraud review, at the time of claiming, and before the item is shipped.

Note: Once the item has been marked as shipped in Quivers, cancellations cannot happen.

How to Cancel Items

1. Open the order in the Order Details Panel.

2. Select the checkbox next to the item(s) you want to cancel.

3. Click Cancel Items.

4. Choose a Cancel Reason from the dropdown list.

5. Confirm the action in the pop-up window.

Once confirmed, the order or selected items will be marked as Canceled, and the customer will automatically receive a notification.

Cancellation Rules

• Orders can be canceled while in Review, Fraud Review, or Claim status.

• If items have already been claimed, they must be unclaimed before cancellation is allowed.

• Items that have already been shipped cannot be canceled. A Return must be created instead.

Best Practices

• Always select the most accurate cancel reason and process cancellations as early as possible to prevent fulfillment delays or additional processing fees.
• Test orders should also be canceled once testing is complete to keep reporting and settlements accurate.