In this tutorial you will learn about:
In this tutorial, you will learn how to cancel a new order you have received when you do not have stock or have another issue that you cannot send the product to the customer. How to cancel an order that you have already finalized but then you are unable to ship the product. You will learn what cancellation reasons you can choose and how the customer will get their money back for orders paid by online card.
How to cancel an order in a received or prepared status that you cannot send to the customer
- If you encounter any difficulties and you are unable to process an order, you should access the Orders menu from the Dashboard.
- Open the order by clicking the Edit button in the Actions column.
- You will be redirected to the order details page. To cancel the order, change its status from Received/Prepared to Canceled, select the reason for cancelation from the drop-down menu, and then press the Save changes button.
- The customer will receive a notification that the order has been canceled by you.
How to cancel a finalized order
If for any reason you are unable to ship the product to the customer and you want to cancel the order after you have already finalized it, you have two options:
- Тhe order is in Finished status, but less than 48 hours have passed since finalization – you cancel the order.
- The order is in Finished status and more than 48 hours have passed since finalization – write to our support team and request cancellation of the order, you cannot cancel it.
Cancellation reasons that you can choose
- Out of stock
- Cancelled by the client
- The client cannot be contacted
- Courier delivery term is too large
- Transport tax is too large
- Large delivery term until the product will arrive in our warehouse
- Better offer in other store
- Undelivered order, courier reasons
- Other
- The customer changed his mind
- No VAT invoice
⚠️Attention: For all these reasons, a commission is charged, and this negatively affects the Account Health: Order finalization rate and Order incident rate.
Refund of the value of the canceled order
If the order is placed with cash on delivery payment method, there is nothing to refund to the customer in this situation but for an order paid by online card, a refund request will be generated immediately after the cancellation of the order, which eMAG will pay the customer within 1-5 working days.
