How to cancel an order

To cancel an order in your TeleportHQ store, open Growth → E-Commerce → Orders, click the order, click Cancel Order, choose whether to refund the customer and put the items back in stock, and confirm. The order status becomes Cancelled and the customer gets one cancellation email that says what was refunded. Cancelling can't be undone.

Before you start#

• Cancel Order shows on orders that are not already Cancelled, Refunded or Completed.
• If the order was paid, cancelling can refund it in the same step. Payments through Stripe, PayPal, Mollie, Razorpay, Square or Paddle go back automatically. For cash, pickup or other payment methods, TeleportHQ only records the refund and you return the money yourself. See How to refund an order.
• Cancelling orders has no plan limit.

Steps#

1. In the left sidebar, click Growth.
2. In the Growth panel, under E-Commerce, click Orders. The Orders page opens on its Analytics tab.
3. In the orders table, click the order you want to cancel. Its details open on the right.
4. Under the order summary, click Cancel Order. The Cancel Order window opens, titled with the order number.
5. Optional: in Reason (optional), type why, for example Customer changed their mind.
6. If the order was paid, check the Refund switch, which shows the amount, for example Refund $40.00. It's on by default. The text under it says where the money goes, for example back through the payment provider, or "recorded as returned by hand" for a cash order.
7. Check Put the items back in stock. It's on by default.
8. Click the red Cancel Order button. To go back without cancelling, click Keep Order.

If you switch the refund off on a paid order, a warning appears: "The customer has paid and will not be refunded. Only leave this off if you are returning the money another way."

The bottom of the window says whether the customer will be emailed, or why not.

Check that it worked#

• A message appears: Order cancelled. For a record-only refund it says Order cancelled. The refund was recorded — return the money to the customer yourself. It also says how many lines went back into stock.
• The order status badge shows Cancelled. The Fulfilment picker and the Cancel Order button disappear.
• The order's History shows Order cancelled, plus Refunded and Stock returned lines if you chose those.

Troubleshooting#

The cancellation failed with a refund error TeleportHQ runs the refund first. If the payment provider refuses it, the order is not cancelled. Fix the problem in the message (for example, save your provider keys again), then try again. The refund errors are listed in How to refund an order.

"This order has already reached a final state and can no longer be cancelled." The order is already Cancelled, Refunded or Completed. If the customer needs money back from a completed order, use Refund instead.

"The refund went through, but the order changed before it could be marked cancelled, so its status was left as it is. Reload the order to see where it stands." A payment or another change reached the order while you were cancelling it. The money went back. Click Refresh next to Orders analytics and check the order before you try again.

There is no Cancel Order button The order is in a final state (Cancelled, Refunded or Completed).

The message ends with "The customer was not emailed: …" The order was cancelled, but no email went out. See Why didn't my customer get an email?.

Good to know#

• One email. When you cancel with a refund, the customer gets only the cancellation email, which states what went back.
• Stock goes back once. If the order's stock already went back (for example with an earlier refund), the Put the items back in stock switch is off and greyed out: "Stock was already returned to the products."
• Restocking returns the whole order's quantities. Products you no longer sell and products whose stock you don't track are skipped.
• Gift cards. Gift cards the order bought are cancelled with it. If an unpaid order used a gift card, that amount goes back onto the card, and the window says so.
• Cancelling in the admin panel. Setting an order's Status to Cancelled in your live site's admin panel emails the customer but refunds nothing. To cancel and refund in one step, use Cancel Order in the editor.
• Orders that pay for a booking. Cancelling such an order also frees the booking's time. If that fails, the message reads "The order is cancelled, but its booking still holds its time: … Cancel it from the Bookings page of your admin panel."
• Subscriptions. Cancelling a subscription's order doesn't stop the subscription. See How to sell subscriptions.
• Orders can't be deleted. Cancelled orders stay in your orders list and reports.