How to cancel an order

1. Log in to admin.commerciostores.com. 

2. Go to Orders > Order Fulfillment.

3. Enter the OrderID for the order you are cancelling in the Order Number field and search.

4. Click the Edit icon under the Action column.

 

5. Enter the OrderID for the order you are cancelling in the Order Number field and search. 

6. Click the Edit icon under the Action column. 

7. You have the option to cancel a line item or cancel the whole order. 

Cancel a line item – Select the checkbox for the line item(s) in the Order Details section.

An action bar will display and choose the ‘Change Status’ drop down. 

 

In the drop down choose 'Cancelled' for the line item(s) selected.

 

8. Cancel order – Click the ‘Select All’ check box in the Order Details section.

An action bar will display and choose the 'Change Status' drop down.

In the drop down choose 'Cancelled' for the line item(s) selected (as show in the step above).

 

9. Click Save to commit the changes for the order. 

10. A message will display ‘Order Updated Successfully’. 

 

11. Click Back to go back to the Order Fulfillment screen.

If the order was cancelled, you will see the order status updated to 'Cancelled'.

If a line item(s) was cancelled, the order status will represent the line items in the still being processed.

 

12. If payment was accepted for the order then you will need to do one of the following:

• PayFlowPro/Stripe - You will need to log into the platform to process the funds for the customer.
• Points - To return the points to the user's account, navigate to Store Admin > Payment Methods > Points. Add the points used on the order back to the user's points balance. It's recommended to include a comment explaining the reason for re-crediting the points

Updated April 08, 2025 13:21