Orders can only be canceled before they are shipped (Awaiting payment, Order in progress or Preparing for shipment). Any cancellations after shipment must be processed as returns.
Customers can only cancel entire orders when it is still marked as [Awaiting payment]. In this case, the order is instantly canceled and marked as [Canceled by customer].
Customers can request a partial cancellation after their order is marked as [Payment complete] or [Payment received].
You can accept or reject cancellation requests made by customers.
If [Automatically cancel payment gateway transactions for completed refunds] is disabled, you must also manually cancel payment gateway transactions in [Order details>Payment method] whenever you process a cancellation.
You can only cancel entire orders for real-time bank transfers or mobile payments.
Search filters
Save filter settings
Save settings for frequently used filters for each page. The settings cannot be saved for each tab.
Items listed in [Exceptions] below will not be saved.
Exceptions
Filter
You can enter up to ten search terms and separate them by comma.
e.g. When entering three order numbers - 20001212000, 20001212111, 20001212222
When entering an order number, you do not have to insert dashes in between the numbers.
You can add up to five filters for multiple criteria-based searches.
Date range
Requested on - The date when the customer requested cancellation in My Shopping.
Accepted on - The date when the admin accepted the request and changed the order status as [In progress].
Product
[Product code], [Variant code] - The results will include orders with exact matches.
[Product name], [Product tag], [Manufacturer], [Supplier] - The search results will include all orders with partial matches.
Preferred shipping carrier/method
This is displayed only when [Customer preference] is selected for [Shipping method] in [My Store>Shipping>Shipping/Returns].
Search shipping carrier or method that customer has selected when placing the order.
Search results
Search results are displayed in the following five tabs: [All], [Requested], [In progress], [Canceled], and [Rejected/Undone].
The [All] tab show orders marked as [Cancellations before payment], [Requested], [In progress], and [Canceled].
If you attempt to sort the results by cancellation approval date (oldest first or latest first) in the [Requested] tab, they will be sorted by order number (oldest first or latest first) because cancellation approval date information is not available in the tab.
Cancel
[Proceed] button will appear for orders in [Requested] or [Accepted].
If you click [Proceed], [Cancel] pop-up will appear for you to continue the procedures.
Depending on the selected option for [Refund for cancellation/exchange/refund requests] under [Payment/Refund/Return settings] in [My Store>Store setup>General settings>Orders (Tab)], you can proceed refund with cancellation/exchange/return process together or separately.
Proceed together - Once accepted, orders will be listed in [In progress].
Proceed separately - Once accepted, orders will be listed in [Accepted], respectively. In this case, cancellation requests can be automatically accepted by enabling [Automatic pickup scheduling for cancellation/return request].
Export as CSV
You can export information as CSV with additional fields in addition to those provided in the basic template.
Depending on the data size, you can download the CSV on the same or next day.
Print
Print order form or transaction summary.
You can print either [Order form (Summary)] or [Order form (Detailed)] and select fields to display in [Order print settings] in [My Store>Store setup>General settings>Orders (Tab)].
When you select [Order form (Summary)], [Order print settings] page will appear for you to select fields and sorting order before printing. However, if default print settings is selected, the order form will be instantly printed without showing [Order print settings] page.
When you select [Order form (Detailed)], [Order print settings] page will appear for you to select fields and sorting order before printing. However, if default print settings is selected, the order form will be instantly printed without showing [Order print settings] page.
Settings
Select fields to display in the list.
You cannot remove the required fields from the list. Other than those required fields, tick or untick the checkbox to display or do not display the field.
Click [Apply] after selecting fields to display.
Memo
You can view or edit the memos written by customers or admins.
Each icon (User or Admin) will be highlighted for added memo and the message will appear on mouseover.
Click each icon to display customer’s delivery instructions or admin memo.
Customer’s delivery instructions - Check delivery instructions entered by customers during checkout.
Admin memo - Check messages entered by admin in [Admin memo].
