Once an order has a Fulfillment in progress status, the option to cancel the order is no longer available in Shopify. To regain this option, you must first cancel the fulfillment request and revert the order status to Unfulfilled.
Cancel/Revert the Fulfillment Request
Steps to Cancel Fulfillment Request
- From your Shopify admin, navigate to Orders.
- Select the order for which you want to cancel the fulfillment.
- In the Fulfillment in progress section, click the Three-dot icon, then choose Request cancellation.
- Click the Three-dot icon again and select Revert to unfulfilled.
This order will now be marked as Unfulfilled in Shopify.
Cancel an Order on Shopify
After completing the steps above, you can now proceed to cancel your order on Shopify.
Steps to Cancel an Order:
- On the order details page, click on More Actions.
- Select Cancel Order. A popup will appear.
- In the Refund payment section, choose how you want to process the refund:
- To issue a full refund now, select Now.
- To issue a refund later, select Later.
IMPORTANT NOTE: A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, they need to contact their bank or agency to claim the funds after the refund is processed.
- In the Reason for cancellation drop-down menu, select the reason for the order cancellation.
- Optional: In the Staff note field, enter an internal note regarding 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.
We hope the instructions above have clarified how to effectively cancel an order on Shopify.