Manage orders that have been canceled before payment or before delivery.
If you created your store using the admin website’s Smart Mode, customers will not be able to find an [Exchange] button on their screen once the relevant order has been paid.
If you wish to make the [Exchange] button visible to your customers, change to the Advanced Mode and go to [My Store > Store setup > General settings > Orders] and enable the [Customer requests for cancellation/exchange/return] option.
Filters
Filter
Type a comma (,) between terms you add as filters to search for multiple orders at a time. (Up to 200 characters)
e.g. When searching three order numbers: 201905250000012,201905240000429,201905240000417
You do not need to included dashes (-) when you are searching for an order number.
Use the + button on the right side of the field to add filters. You can add up to five different filters.
Start date
Order date: Search based on the date on which orders were placed.
Memo creation date: Search based on the date on which an admin added a memo.
Cancellation request date: Search based on the date on which the customers requested to cancel their order.
Cancellation approval date: Search based on the date on which an admin accepted a cancellation request.
Cancellation date: Search based on the date on which an order was canceled.
Product
Product code/Variant code: Only products which codes are completely identical to those you input will be displayed.
Product name/Product tag/Manufacturer: All results that even partly match your search will be displayed.
Order Status
All: Search for all orders regardless of whether they were canceled before a payment was made.
Cancellation requested: Search for orders for which a cancellation request was made but is not yet processed.
Cancellation accepted: Search for orders for which the cancellation request was accepted.
Cancellation in progress: Search for orders for which the cancellation request was accepted, but the refund has not yet been processed.
Canceled: Search for orders that have been canceled and refunded.
Canceled before payment: Search for orders that were canceled before a payment was made.
• If you wish to use the [Cancellation accepted] status, change to the Advanced Mode and go to [My Store>Store setup>General settings>Orders] and under [Payment/Refund/Return settings] select [Separate the approval of a cancellation/exchange/return request from the refund process] for the [Refund forncancellation/exchange/return requests] field.
• If you created your store using the admin website’s Smart Mode, customers will not be able to cancel an order for which a payment has been made.
• If you wish to allow customers to cancel orders for which a payment was made, change to the Advanced Mode and go to [My Store>Store setup>General settings>Orders] and enable the [Customer requests for cancellation/exchange/return] option.
Account type
All: Search for all types of accounts.
Customer: Search for only customer accounts.
Guest: Search for only guest accounts.
Results
All
Manage all orders that were canceled before payment and before shipment.
Export as CSV
This will open a pop-up window through which you can download your search results within a CSV file. The download function is protected by a password.
Gear icon
Select which elements you wish to display in the table.
Item code/Cancellation number
Click on a item code to open a pop-up window through which you can check all the details of the relevant order.
Product name/Options
A product image, the product name and the relevant options are displayed in this column. You can click on the name to open a pop-up window through which you can edit the product information.
Order Status
Canceled before payment [Customer]: Orders that were canceled by the customer before a payment was made.
Canceled before payment [Admin]: Orders that were canceled by an admin before a payment was made.
Canceled before payment [System]: Orders that were automatically canceled once the payment period expired. [To automatically cancel unpaid orders, go to [Settings > Store profile].
Cancellation requested [Customer]: Orders that were canceled by the customer after a payment was made.
Cancellation in progress [Awaiting refund]: Orders for which the cancellation request was accepted but a refund has not yet been processed. You can manage these orders in the [Refunds] tab.
Cancellation in progress [Refund on hold]: Orders for which the cancellation request was accepted but the refund was held off by an admin. You can manage these orders in the [Refunds] tab.
Canceled: Orders that have successfully been canceled. Orders that were canceled before a payment was made do not require a refund.
• If you wish to allow customers to cancel orders for which a payment was made, change to the Advanced Mode and go to [My Store > Store setup > General settings > Orders] and enable the [Customer requests for cancellation/exchange/return] option.
Proceed
This button will appear in the list on orders for which a cancellation was requested.
Click this button to open a pop-up window through which you can either accept or reject the cancellation request.
Details
This button will appear in the list on orders for which the cancellation is in progress or complete.
Click on [Details] to open a pop-up window through which you can check all the details related to the order’s cancellation.
Memo
This feature allows you to create memos or read those that have been left by an admin or customer.
Memos left by customers can be viewed by clicking on the “USER” icon, while those left by admin can be viewed by clicking on the “ADMIN” icon. Icons are only activated if there is a memo.
Hover your mouse over an activated icon to check the memo’s content.
Click on an icon to write a relevant memo.
Example of the [Canceled before payment] tabMark as Awaiting payment
You can revert the order to its previous status, i.e. [Awaiting payment].