Before cancelling, confirm that payment has not arrived in your bank or gateway account. An awaiting-payment status alone is not proof that no transfer was made.
Cancel the order
- Go to Orders > Open Orders.
- Find the order and click VIEW.
- Check its payment information.
- Open the available cancellation action.
- Review the cancellation screen and confirm CANCEL ORDER.
The cancellation marks the order cancelled and removes it from the open queue. Quantities for tracked products or variants are returned to stock, and a cancellation note is recorded.
Gift-card orders
If the portal says an order containing gift cards cannot be cancelled through this screen, use the refund process offered by the order instead. Check voucher status before proceeding.
Tell the customer
Contact the customer to explain the cancellation. Do not rely on this action to send an automatic cancellation email.
If a payment is discovered later, arrange the appropriate refund and keep its reference with the order.