How to Cancel an Order in Acenda Admin
Need to cancel a specific item or an entire order? You can do this directly through Acenda Admin. Follow the steps below to update the order status and notify the marketplace of the cancellation.
Step-by-Step Guide
Open Acenda Admin.
Click on Orders in the main navigation menu.
Locate the specific order you wish to modify and click View.
Click on the Ship Advice tab.
Scroll down to the bottom of the page and click the red Cancel Items button.
Select the items you wish to cancel.
Provide a brief reason for the cancellation in the text box provided.
Confirm your changes.
Note: If you select all items in the list, the entire order status will be updated to cancelled.
Important Cancellation Rules & Notes
Please review the following guidelines to understand how cancellations interact with marketplaces and external systems:
Shipped Orders: Once an order is marked as "Shipped," cancelling it in Acenda will have no effect at the marketplace level.
Action Required: If you need to cancel an order that has already shipped, you must contact the marketplace directly to resolve the issue.
Requested Ship Dates: Orders shipped after the marketplace's "Requested Ship Date" are at risk of being automatically cancelled by the marketplace.
Recommendation: We strongly recommend shipping all orders within the timeframe agreed upon with the marketplace to prevent auto-cancellations.
Third-Party Integrations: Be aware that some third-party integrations—both upstream and downstream of Acenda—may automatically trigger order cancellations.
Action Required: For more details on why a specific cancellation occurred, please visit the particular order's History tab to review the logs.