Unfortunately, cancellations and returns are part of doing business. Sometimes shoppers change their minds about a purchase and cancel an order before you process it. Other times products get damaged in transit, and shoppers ask to return the items after they're delivered.
You can cancel Pending orders that you are unable to fulfill for any reason right from the “Orders” page of your Merchant Toolkit. To do this, click into the order details.
Next, click "Cancel Order."
Select the reason for your cancellation. If you select "Other," you must enter a reason. Click "Cancel Order" once you're done.
Please note that this will cancel the entire order and all the items contained in it.
To cancel an order that is not Pending or only part of a Pending order, contact our Merchant Support team with the order number and the reason for the cancellation. We’ll work with you to ensure your shopper is satisfied.
Please keep MoreCommerce informed of all your inventory changes and be sure to take other actions to ensure you can fulfill all the orders you receive. If you cancel more than 5% of the orders you receive in any rolling 30-day window, you may be penalized in accordance with MoreCommerce's Merchant Quality of Service Agreements.
Shoppers can cancel orders that are in the "Review" or "Pending" sections of your "Orders" page.
Once orders are in the In Processing state, shoppers can no longer cancel them.
If you sell custom items, be sure to transfer products to the In Processing state as quickly as possible to prevent shoppers from being able to cancel their custom orders.
Orders move from Pending to In Processing when you do any of the following:
- Export your orders from MoreCommerce and import them into ShipStation (if you're a ShipStation merchant).
- Download your Pending order CSV file from your "Orders" page. (All orders in that file will then be considered to be In Processing.)
- Click on any order in your "Orders" page to expand the row and view the order details.