Unable to cancel an order

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rettacat
New Member
3 0 0

I cancelled an order through Printify shortly after it was ordered from my Shopify store. In my Shopify store, the status of the order hasn't updated and does not give me the option to cancel. My weekly payout includes the amount from this cancelled order and has already posted to my bank account. What do I do?

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Peter
Shopify Staff
Shopify Staff
2290 243 477

@rettacat 

You can only cancel orders in the following situations:

  • You haven't collected payment for the order.
  • You've collected payment for the order, but no items have been fulfilled.

If you cancel an order that's fulfilled, then you need to cancel any fulfillments manually. If you've collected payment for the order, then a full refund is issued when the order is cancelled. You can't issue a partial refund with order cancellation. 

If your order is eligible then the following steps will guide you through the cancellation process:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to cancel.

  3. Click More actions > Cancel order.

  4. If payment was captured, then details about the refund are displayed.

  5. If you don't want the refunded items to be restocked in your inventory, then uncheck Restock items.

  6. Select the reason for cancellation from the drop-down menu.

  7. If you don't want to notify your customer of the cancellation, then uncheck Send a notification to the customer.

  8. Click Cancel order.

More information on cancelling, archiving and deleting orders can be found in our help document here. 

If you've followed those steps and are unable to cancel your order, then please let me know what step you get to, and what you see so I can provide further assistance! 

Peter | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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rettacat
New Member
3 0 0

Yes, I already saw all of those instructions. That didn't help solve the problem.

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Peter
Shopify Staff
Shopify Staff
2290 243 477

This is an accepted solution.

@rettacat 

I am sorry to hear that. In that case, I would reach out to Shopify support so they can investigate this further. 

While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Peter | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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