Cancellation Reasons

In this article, you'll learn what cancellation reasons are, how to set them up, and how to apply them in your workflow

Table of Contents

1. How to Create a Cancellation Reason
2. How to Cancel an Order
3. Video Example of Cancelling an Order

What are Cancellation Reasons?

These reasons help explain and track why certain orders were canceled, offering better visibility into the cancellation process.

How to Create a Cancellation Reason

1. Navigate to Settings from the side panel.

2. Under the Policies section, click on Cancellation Reasons.

3. Click the + Create Reason button to open a new window for configuring a cancellation reason.

4.  Fill in the Cancellation Reason and Description fields. Once complete, click Add.

5.  The new cancellation reason will now appear in your list and will be available for use.

Additionally, you can require a cancellation reason when canceling orders.
When this option is enabled, users will be prompted to select a reason before they can complete the cancellation.

How To Cancel an Order

1. Go to the Orders tab, locate the Pending order, click the three-dot (⋮) menu next to it, and select Cancel.
2. Once you select Cancel, the Cancel Order window will open. You’ll be presented with the following cancel options:
   
   1. This Order - Cancels only the specific order you selected.
   2. This and Following Order - Cancels the selected order along with the next associated order(e.g.,Exchange, Removal, or Roundtrip)
   3. All Orders - Cancels the selected order and all related orders. For example, if you scheduled a Delivery followed by an Exchange and a Removal, this option will cancel all three.
      
   3. After choosing a cancellation option, you’ll be prompted to select a Cancellation Reason from the dropdown.You may also enter details in the Additional Information field, though this is optional. Once done, click Cancel Order

4.    After clicking Cancel Order, a confirmation notification will appear. The canceled order(s)           will then be removed from the Orders tab queue.

Cancelling an Order

Updated: 06/04/2025