Take a look at cancellations and process requests.
Note that marketplace orders can only be found under this tab once they have successfully been canceled. Those for which a cancellation has simply been requested can be found under the [Marketplace cancellations] tab.
Make sure you check this menu before shipping orders as customers can request to cancel an order any time before dispatch.
Search field
Online store
Search for orders by online store. Select one of your Cafe24 online stores that are synced with marketplace accounts to search for related orders.
Filter
Type a comma (,) between terms you add as filters to search for multiple orders at a time.
When entering an order number, you do not have to insert dashes in between the numbers.
You can add up to five filters by clicking on the [+] button.
Product
If you set the filter to [Product code] or [Variant code], you will need to enter the exact value to get search results.
If you set the filter to [Product name], [Product tag] or [Manufacturer], you can find items that match the input value both partially and exactly.
Click on [Search product] to take a closer look at the products you can choose.
Account types
Search for orders by account type.
Date range
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.
The maximum date range is six months.
Marketplace
Search for orders by marketplace (vendor).
Order status
Search for orders by cancellation status. Find orders that have been canceled before payment in the [Canceled before payment] tab.
Reset
Reset all the search filters.
Search results
Mark as Awaiting payment
You can revert the order to its previous status, i.e. [Awaiting payment].
Orders that were canceled before payment can only be processed in the [Canceled before payment] tab.
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.
You can select the CSV template of your choice by clicking on the [CSV templates] button in the pop-up window.
Print
Print the search results. Decide whether to print the order forms (summary or detailed) or transaction summaries.
Settings
Decide which items you want to include in the search results table.
Search results (All)
Requested on (Accepted on)
Requested on: The date when the customer requested to cancel their order.
Accepted on: The date when the cancellation request was accepted by an admin.
Item code/Cancellation number
Item code: Click on your online store’s order number to view relevant order details. You can simply check the order details or process the order.
Click on the customer name to open the CRM window through which you can manage customer information.
Product name/Options
This is the name of the product that has been ordered. Option details will be marked in blue. You can find a thumbnail of the product image on the left side of the product name.
Hover your mouse over the thumbnail to view product details or view the product in your online store.
Click on [View product details] to open a pop-up window through which you can edit product details.
Click on [View storefront page] to open the relevant product page in your online store.
Click on the online store’s product code to open a pop-up window through which you can edit product details.
Quantity
This is the quantity ordered for each item.
Canceled amount
This is the purchase amount relevant to the canceled item.
Payment method
This is the type of payment method used for each order.
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 after 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]: Canceled orders that the admin has not yet refunded. These orders can be found in the [Refunds] tab.
Cancellation in progress [Refund on hold]: Canceled orders for which the admin has held off the refund. These orders can be found in the [Refunds] tab.
Canceled: Canceled orders that have successfully been refunded. Note that, however, orders that are canceled before payment are successfully canceled without a refund.
Canceling orders
Process each cancellation or check any cancellation details.
Process
Use the “Process” button to process orders for which a cancellation has been requested.
You will be redirected to a pop-up window through which you can either accept the request or reject it.
You may not be able to use this button to process cancellations requested for certain marketplace orders. Those requests must be process through the relevant marketplace’s admin page.
Details
A “Details” button is provided for cancellation requests that are in progress or have already been completed.
Click on [Details] to open a pop-up window through which you can check all the details related to the order’s cancellation.
Memo
Create memos or read those left by admins or customers.
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.
Clicking on icons under [Memo] column will open a pop-up where you can add an admin memo for the relevant customer.
Search results (Canceled before payment)
Ordered on (Canceled on)
Ordered on: This is the date on which the order was placed.
Canceled on: This is the date on which the cancellation was requested.
Order number
Click on your online store’s order number to view the relevant order details. You can simply check the order details or process the order.
Click on the customer name to open the CRM window through which you can manage customer information.
Product name/Options
This is the name of the product that has been ordered. Option details will be marked in blue. You can find a thumbnail of the product image on the left side of the product name.
Hover your mouse over the thumbnail to view product details or view the product in your online store.
Click on [View product details] to open a pop-up window through which you can edit product details.
Click on [View storefront page] to open the relevant product page in your online store.
Click on the online store’s product code to open a pop-up window through which you can edit product details.
Quantity
This is the quantity ordered for each item.
Product subtotal
This is the purchase amount for each item (shipping fees are not included). Calculation: (Price ± Additional charges for options)* Qty
Total due
This is the total amount that needs to be paid by the customer.
Payment method
This is the type of payment method used for each order.
Cancellation category
Cancellations are separated into three categories (Canceled by customer,” “Canceled by admin,” and “Canceled by system.) depending on who requested the cancellation.
Memo
Create memos or read those left by admins or customers.
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.
Clicking on icons under [Memo] column will open a pop-up where you can add an admin memo for the relevant customer.