Cancel an order as a seller

A seller might cancel an order if they are out of stock of an item or at the request of the buyer.

Orders that have not been dispatched can be cancelled by a marketplace seller. However, the ability to do this is set by the marketplace operator. This topic presumes the seller can cancel orders. 

If the item has been dispatched, initiate a refund instead. 

Which seller portal am I using?

Two versions of the seller portal exist, differing in appearance and menu structure. The icon in the top right-hand corner of your seller portal will tell you which instructions you need: 

Cancel an order in seller portal 2.0

1. Go to Orders > All orders.
2. Find the order you want to cancel. Only orders with the status of Paid but not Sent can be cancelled.
3. Select the action menu (three dots) and then select Cancel Order. The Cancel Order window opens. 
4. Click the checkbox to select the items you want to refund. 
5. Select a reason for the cancellation and  enter notes for the operator so they can understand what happened. 
6. Select Create Refund.
7. You will see a confirmation message “Successfully cancelled order”.
8. The operator will be notified about the cancellation and will need to complete the refund steps.

Cancel an order in the legacy seller portal

1. In the Seller Portal, go to Outstanding Orders.
2. Locate the order you want to cancel. 
3. Select Cancel Order in the bottom right. The Create a new return window opens. Pre-dispatch cancellations are treated like returns, because the invoice has already been paid by the customer.
4. Select the products that are being cancelled.
5. Select Reason for return. 
6. Enter notes for the operator so they can understand what happened. 
7. Select Create Return. The operator will be notified about the cancellation and will need to approve the return before the refund process can start.