Introduction

When managing your day, it is common to have the need to raise an order cancellation. This article will walk you through the process of how an order can be cancelled in Onport, as well as how notifications for this action can be managed.

❗️Please note:

*This will show the item(s) as canceled in the vendor portal
*The cancellation will not show in the vendor's marketplace currently except with WooCommerce.
*If you create the cancellation in your marketplace store you will not need to follow the steps below. This is for canceling orders from within Onport.

Return/Cancel Vendor Email Notifications

To enable email notifications for when a return is raised go to Setup > Returns > Turn on "Send Vendor a Notification when a return is raised".

Cancel an unshipped order 

1. Go to Sales > Select Order number 

2. Select the checkbox next to the items you wish to cancel 

3. Click "Cancel" and confirm cancel 

4. This will create a "Return" under Sales > Returns

5. Click the Order number

6. Adjust qty to cancel > Save > Finalize 

7. You will need to cancel and refund your customer in your marketplace store. 

Cancel an order marked as fulfilled:

In the case where the label was printed but not shipped, these orders will be treated as returns

1. Go to Sales > Select Order number 

2. Select the checkbox next to the items you wish to cancel 

3. Click "Cancel/Return" and confirm Cancel/Return

4. This will create a "Return" under Sales > Returns

5. Click the Order number

6. Adjust qty to Return > Save > Finalize 

7. You will need to cancel and refund your customer in your marketplace store.

8. Refund vendor shipping label if the vendor is printing labels from Onport.

9. If an invoice has been raised for the order you will need to refund vendor payout as well.