Sometimes an order needs to be cancelled, in full or in part. This guide covers both cases, an item that is still unfulfilled and one that has already been fulfilled. You or your sellers can cancel items in an order.
Step 1: Open the order and select items
Go to Orders and open the order you want to change. Click More actions, then Cancel order. Select the line items you want to cancel.
Step 2: Give a reason and confirm
Add a reason for the cancellation. A reason is required, and it stays on the order for your records. Click Cancel. The item is removed from the order.
š” Refunds are automatic.
When you cancel an item, Nexus initiates the refund for it on its own. You do not need to process the refund separately.
Step 3: Cancel a fulfilled item
A fulfilled item cannot be cancelled straight away. First open the three dots menu and click Cancel fulfillment. Once the item is unfulfilled, cancel it the same way as before. Select the item, add a reason, and click Cancel.
š” Why this order
Cancelling the fulfillment first keeps your order and inventory records accurate. An item has to be unfulfilled before Nexus will let you cancel it.
Step 4: Let Nexus sync to Shopify
Nexus syncs the cancellation to Shopify automatically. You do not need to cancel the order again in Shopify. To check, click the order number on your Nexus dashboard to open it in Shopify.
š” Your customer is kept in the loop.
Because the cancellation syncs to Shopify, your customer is notified through Shopify's own order emails. You do not have to message them yourself.
Step 5: Review the cancelled items
In Shopify, both cancelled items now show as cancelled, matching what you did on Nexus. Your two dashboards stay in step.
That is it. This is how you or your sellers cancel items in an order.
š¬ Need help?
If you run into any issues, reach out to us at nexus@marmeto.com or start a live chat from your Nexus dashboard. We're available to help.