Articles on: Order Center

Cancel An Order

If your customer wants to cancel an order after you place an order to your supplier, you will need to do 2 things:

Cancel the Order from the supplier
Cancel the Order on Shopify

So, without any further ado, let’s roll the intro.

Cancel the Order from the supplier



How to cancel the AliExpress order



You ONLY can cancel the order from the supplier IF the order status is Order Placed. If the order has been marked as Shipped status, you will NOT be able to cancel it. 

Steps:



Go to the AliExpress website > Log in to your AliExpress account > My Orders.



Find the order which you want to cancel.
Select Order Details and click Cancel order





On the Refund page, choose a reason why you want to cancel the order and click Submit.



In the Pop-up, click confirm.



If your cancellation request is approved, your supplier will NOT ship the order, and the transaction will be cancelled automatically. Then you will get an email notification about the order cancellation.

2. Cancel the Order on Shopify



You ONLY can cancel orders that have fulfillment status as Unfulfilled. To get a better picture of how to cancel an order on Shopify, check out the instructions below.

Steps:



From your Shopify admin, go to Orders.
Select the order that you want to cancel.
Click on More Actions > Cancel Order



Once you choose that option, the next popup will appear.



In the Refund payment section, choose how you want to refund the payment:

To issue a full refund now, select Now.
To issue a refund later, select Later.

NOTE: A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

In the Reason for cancellation drop-down menu, select the reason of order cancellation.

Optional: In the Staff note field, enter an internal note about the order cancellation.

Optional: To restock the refunded items to your inventory, select Restock inventory

Optional: To notify your customer about the order cancellation, select Send a notification to the customer.

Click on Cancel Order

However, when the order status is Fulfillment in progress on Shopify, there is no option for you to cancel the orders from the front end. In this case, you first need to cancel/revert the fulfillment request entirely. Please follow the details in this guide.

Hopefully, the instructions above have cleared up any confusion you had about canceling your order.

For any further concerns or issues, please do not hesitate to contact us via the Live chat window on the right screen or email us via support@zopi.io

Updated on: 03/04/2024

Was this article helpful?

Share your feedback

Cancel

Thank you!