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How to Cancel an Order

Learn how to cancel any Pending order in Zentail and how it's communicated to each channel.

Ziggy avatar
Written by Ziggy
Updated over a week ago

To cancel a Pending order:

  1. On the left sidebar of the Orders screen, click on "Pending" then search for and click on the order you wish to cancel.

  2. On the left slider that appears, click the 3-vertical-dot icon at the top of the page. Next, click "Cancel Order".

  3. If you do not want to return quantity to stock "uncheck" the box that says "Return Quantity to stock" on the subsequent pop-up message. 

Order image
Cancel order

Communicating Cancellations between Zentail and your Sales Channels

Channels that can update Zentail with a cancelled status (customer initiated cancellations).

  • All channels!

**Please note: If the order is in pending payment status and the cancellation comes from the channel (instead of initiated on Zentail), then inventory is added back to the SKU automatically. If the order is in pending status and the cancellation comes from the channel then inventory is not added back to the SKU automatically.

The reason for this is that, in most cases, users erroneously cancel pending orders directly on the channel because they're actually out of stock, instead of doing so on Zentail where they can explicitly state whether or not to return inventory to stock. When that happens, it creates a cycle of inaccurate inventory and back orders, which is a worst case scenario!

Channels where Zentail can send a cancelled status to the channel (seller initiated cancellations).

  • Amazon

  • eBay

  • Walmart

  • Google

Cancellations must be made on the channel for

  • BigCommerce

  • Magento

  • Newegg

  • Shopify

Note: it's still beneficial to mark these orders as cancelled in Zentail for two reasons - for your own records and because you have the option to return the units to inventory or not.

Also, a line item may not be cancelled, but product on the order may be added by adding an additional shipment or package to the order.

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