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Cancelling and Deleting Orders

There can be times when a customer has placed an order, and would now like to change or cancel their order, or you may have entered an order in error. Cancelling and deleting orders can be done directly on Order Dispatch, these options are available on the Open Orders screen and can be found by selecting any order (or multiple orders), then clicking on the actions button:

What is the difference between cancelling and deleting an order?

  • 'Cancelled' orders, will still be stored on OD so that you can see them and why they were cancelled, but the order will never be shipped, and the order reference can never be re-used, so this option should be used if you are certain that that order is needing to be permanently cancelled.
  • 'Deleted' orders, will be removed from OD completely as though they never existed. Unlike a cancelled order, a deleted order's order reference number can be re-used. This option is useful if you have placed an order but want to make multiple changes to the order items, and it's easier to delete the order completely and start again than it is to make lots of changes. A deleted order MAY re-sync from the sales channel if you have not cancelled it there, eg, eBay, Amazon, Shopify etc, our system would download the order again. If it was an order placed manually on OD, or via an order import you have set up, the deleted order will only re-sync if you send the order through again. This option will usually only be used if you intend to resubmit/resync the same order again.

Once an order is cancelled, you will still be able to find the details on the processed orders screen, and it will have a cancelled symbol next to it:

When cancelling an order, you can also trigger a refund back to the customer, so the prompt displayed allows you to enter the amount you would like to refund:

By default, this option will NOT be enabled on your account, although the refund option will still be showing. If you would like to discuss enabling this option, just get in touch with your account manager, or drop us an email - help@swiftecommerce.co.uk

 

 

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