How to Cancel an Order in Smoke SourceUpdated 6 months ago
Whether a customer changes their mind or a product is out of stock, order cancellations happen!
Cancelling an order in Smoke Source is easy, but a few extra steps are required to make sure it is done correctly.
Cancelling an order that hasn't been paid for in Smoke Source
To cancel an order that hasn't yet been paid in Smoke Source, you just need to request a cancellation in Shopify. The steps to do so are below:
Steps:
From the order that you want to cancel, click the ... button, and then click Request cancellation.
Optional: Under Note, write a message to your fulfillment service. This message isn't sent to your customer.
Click Request cancellation.
The cancellation request is noted in the order timeline and the detailed fulfillment status changes to Cancellation requested.
You can then go ahead and refund your customer in Shopify. All done!
Cancelling an order that has been paid for in Smoke Source
If an order has been paid in Smoke Source, that means it has been sent to our distributor for fulfillment.
You will need to complete the steps above, then make sure you reach out to [email protected] to have us cancel the order with our distributor.
If the order has already been shipped it cannot be cancelled.
Smoke Source's return and cancellation policies can be found here.