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Customer Triggered Order Cancellation

Order cancellations can impact store operations and fulfillment planning. This guide outlines when customers can cancel orders, how merchants are notified of cancellation requests, and how to manage available cancellation reasons through the CMS.

How can Customers cancel their order?

There are a lot of reasons that a customer would want to cancel an order. It may be the wrong input of delivery address and schedule, wrong mode of payment, or just because a customer had a change of mind. While it's a customer right to cancel an order, each cancellation has an implication on the business.

A customer can only cancel an order via the mobile app or website when the order is still on Pending stage.

Visual guide on how customers can cancel their orders

What happens if the Order is being processed by Store already?

The customer will not be able to cancel an order that has been changed to Processing by the branch.

The only way for a cancellation to push through is by mutual agreement of both Customer and Store Branch.

Cancel Order button hidden once the order status changes to Processing


How will Stores get notified for cancelled orders?

In Merchant App View:

Cancelled order notification sent to the merchant through the Merchant AppViewing cancelled order details on the Merchant App


In Merchant Mobile App View:

Cancelled order notification sent to the merchant through the MMA

Visual guide for how a store front-liner can use the MMA, and click on cancelled orders to view their details.


How do I configure the Reason for Cancellation field in the CMS?

  1. Login to CMS.
  2. Go to Settings module.
  3. Look for Cancel Order Button. 
  4. Switch the Cancel Order Button to ON.
  5. Choose from the existing reasons or select (Create new reason) to customize the option.
  6. Add another Option by clicking Add New Option. Please note that a maximum of 5 reasons will be shown in the Customer app and Customer Website.
  7. Click Save.