Articles on: Order Center

How to Cancel An Order

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

Cancel the order from your supplier, and get the refund.

Cancel the order in the Shopify, and issue a refund to your customer.

HOW TO DO



1. Cancel the Order from supplier on AliExpress



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. 

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



Find the order which you want to cancel, then select Order Details and click on Cancel order button.





From the pop-up window, select a reason for cancellation > Submit.

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/Fulfillment Request on Shopify



You ONLY can cancel orders that have fulfillment status as Unfulfilled

From your Shopify admin, go to Orders. Select the order that you want to cancel.

Click More actions and then Cancel order.



From the pop-up window, check and adjust the refund amount (if needed), and optionally select a reason for canceling the order.

Finally, click on Cancel order



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.

If you don't see that option, you first need to cancel the fulfillment request entirely by following these steps:


From the Orders page, click the number of orders in the list that has a Fulfillment in Progress status.

In the Fulfillment in progress section, click the ... menu, and then click Request cancelation.

Click the ... button once more and select Revert to unfulfilled.

Hopefully, the instructions above have cleared up any confusion you had about canceling your order. Here are some other interesting reads for you:

Order Center: Now More Powerful and User-Friendly Than Ever
Order settings - How Zopi choose the Shipping Method for fulfillment
Auto Order Fulfillment with the Zopi app


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: 06/02/2024

Was this article helpful?

Share your feedback

Cancel

Thank you!