Cancel an order and resume fulfillment

You can cancel an order using Cancel order in its header. The system asks you to confirm.

Cancel an order step by step

1. Open the order from the list.
2. At the end of the header icon bar, click ⋮ (tooltip More actions).
3. Go to the bottom of the menu, below the divider, and select the red Cancel order item.
4. Read the confirmation. It asks Are you sure you want to cancel order #{order ID}? and warns: The order will be marked as cancelled and removed from the queue. It will not be possible to add it to any queue again.
5. Confirm with the red Yes, cancel order. Choose No to back out.
6. Order cancelled appears at the bottom. The header gains a Cancelled marker, and a red Cancelled banner with a Resume fulfillment button appears below the order details.

Cancel order and the divider above it disappear from the ⋮ menu when the order is already cancelled or you lack write permission for orders.

What happens after confirmation

• The order is marked cancelled.
• It loses its approval — the Approved marker and information about who approved it and when are removed.
• It moves to the status configured by your company — see below. Without such a rule, its status stays as it was.
• It is removed from the warehouse queue.
• It cannot be added to any queue again. An attempt is silently skipped — the warehouse receives no message; the order simply does not appear.

This last point matters most: cancellation is not a pause. If the order should return to fulfillment, use Resume fulfillment to remove the cancellation marker.

Which status a cancelled order gets

The system no longer forces the status “Cancelled”. Previously, cancelling always moved the order to a status with that name. Now a workflow rule controls the status, so each company can choose its own status and name.

Configure this once in Workflow:

1. Create a rule for the Order cancelled event.
2. Add the Change internal status action.
3. Choose the status for cancelled orders.

Without this rule, the status does not change. The order is still cancelled: it gets the marker and red banner, loses approval, and leaves the queue, but its status column retains the previous value. If cancelled orders stay on their old status after rollout, this rule is missing.

Everything else about cancellation is unchanged: the marker, removal of approval, queue cleanup, and handling of unpaid orders work the same regardless of the rule.

Resume fulfillment step by step

1. Open the cancelled order. A red Cancelled banner appears below the header details.
2. Click the green Resume fulfillment button on the right side of the banner. This action is not in the ⋮ menu.
3. In the Resume fulfillment dialog, confirm Are you sure you want to resume order #{order ID}? Choose the green Yes, resume fulfillment or No to back out.
4. Order fulfillment resumed appears and the red banner disappears.
5. Approve the order again — resuming does not restore approval (Order approval).
6. Set the correct status manually. Resuming does not roll back the status; it remains where cancellation left it.