Retailer: How do I cancel an order?

This article will provide a detailed step-by-step procedure for requesting and processing orders related to cancellations of retailer.

Order Cancellation Process

Initiating a Cancellation Request

When a customer wants to cancel an order, the retailer on Shopify should:

Locate the order in their Shopify store.
Click on the three-dot menu.
Select "Request Cancellation."

NOTE: The order must be in the "Accepted" state to have this option. Otherwise, you can easily cancel as per Shopify procedure.

Fill out the cancellation request form, indicating the reason (e.g., "Customer does not want product").
Submit the request.

Initiating a Cancellation Request for Multiple-Line Orders:

There are two ways to request an order cancellation for orders with multiple line items depending on the product's supplier:

For orders with multiple line items from different suppliers, retailers will find a "Request Cancellation" button for each supplier-related set of line items within the order details page.
If all of the line items on the order are from the same supplier, the retailer will need to cancel the entire order.

Note: If you need to cancel a set of line items in a line item group, but you don't need to cancel all of the line items in the group (a partial cancellation), you must cancel the entire line item group and then reorder the items you want sent to the supplier by creating and submitting a draft order.

After submitting the cancellation request, the order status will be updated to inform the retailer that the request has been successfully submitted.

IMPORTANT NOTE: While Mothership facilitates the cancellation request, retailers should still contact their suppliers to coordinate cancellations. Mothership cannot track the preparation progress or the real-time status of the order in the supplier's fulfillment process.

This are Shopify-specific instructions for updating inventory on returned merchandise. This allows the retailer to maintain physical inventory that will be prioritized for future fulfillments.

In Shopify, update inventory by:
- Navigating to the product variant.
- Editing the inventory location.
- Adding the returned item to stock.

Shopify will prioritize fulfilling future orders using the returned stock before dropshipping via Mothership.

If you have any questions or if you run into any issues, please don't hesitate to reach out to support@mothership.fm.