Cancel an order

Cancel an order before anything has been sent, for example when an item is out of stock or the shopper changes their mind. A paid order is refunded in full and the items go back in stock.

When you can cancel

• Nothing in the order has shipped or been sent to you by a supplier yet. Once something has shipped, the Cancel order button disappears; start a return instead.
• The order isn’t already cancelled or fully refunded.

Cancel an order

1. Open the order and press Cancel order at the top.
2. Read the message. It tells you what happens to the money: either the shopper “gets … back through …”, or “Nothing has been paid, so nothing is refunded.”
3. Under Why, choose Out of stock, Shopper asked or Looks like fraud.
4. Press Cancel order. To leave it as it is, press Keep order.

What happens next

• The order shows Cancelled, and the reason and your name are added to its history.
• Every item goes back in stock.
• A card or online payment is refunded in full automatically. For cash on delivery nothing was paid, so nothing is refunded.
• The shopper doesn’t get a cancellation email from DripFunnel. Let them know yourself.

Staff can cancel orders, and cancelling a paid order refunds it in full. Make sure your team knows when to cancel and when to ask an owner or manager.

Orders cancelled automatically

A bank transfer order that isn’t paid within 3 days is cancelled for you, with the reason “Transfer not paid in time”. See Accept bank transfers.

Questions