Cancelling orders: merchant and customer flows

How merchants cancel an order

Open the order detail page and click the ... (More actions) dropdown — Cancel Order is not a primary button. Select a cancellation reason and confirm. You can cancel any order that has not yet been delivered or already cancelled.

Available merchant cancellation reasons: Out of stock, Customer request, Fraudulent, Other (Other requires a free-text note).

What happens when you cancel

• If the order was paid online, a full refund is processed automatically via Razorpay/Curlec.
• If cancelled before shipment, inventory is restored for products with inventory tracking enabled and that are not pre-orders.
• If cancelled after shipment (but before delivery), inventory is not restored, but a refund is still issued.
• If the automatic refund call fails, the order stays cancelled — you will need to issue the refund manually from your payment gateway dashboard.
• You cannot cancel a delivered order — use the Returns flow instead.
• Double-cancelling is prevented: attempting to cancel an already-cancelled order returns an error.

How customers self-cancel

Customers can cancel their own order via the storefront order lookup: they enter their order number and email, then verify with a 6-digit code sent to their email (expires in 10 minutes; up to 5 codes per email per hour; up to 3 wrong attempts; session is valid for 30 minutes). Self-cancel is only available before the order is shipped (pending payment, confirmed, or processing).

Customer self-cancel reasons (optional): Changed mind, Better price, Ordered by mistake, Other.

Automatic cancellation of unpaid orders

Unpaid orders are auto-cancelled by a background sweep that runs every 15 minutes. Orders that have not been paid for approximately 1 hour are cancelled and moved to the Abandoned tab on the Orders page. Inventory is restored automatically for eligible products.