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How to cancel an order in Acenda Admin

Cancel some items or a whole order without going back to the marketplace.

You can cancel some items or an entire order right from Acenda Admin, and for most sales channels Acenda automatically tells the marketplace the items were canceled. Canceling updates the order in Acenda and, for most sales channels, automatically tells the marketplace the items are no longer coming.

Before You Cancel

What canceling does — and whether the marketplace hears about it — depends on whether the items have shipped yet:

  • Not shipped yet: Use Cancel Items (below). For most channels, Acenda sends the cancellation automatically.

  • Already shipped: Canceling in Acenda won’t reach the marketplace — it already has the shipment. See Cancellation Rules below.

Canceling Items on an Order

  1. In the sidebar, under ORDERS, click Orders.

  2. Find the order and click View (the eye icon) to open it.

  3. Click the Ship Advice tab.

  4. In the Fulfillment section, click the red Cancel Items button.

  5. For each unshipped item, choose the quantity to cancel.

  6. Optionally, enter a reason. This is for your own records; it’s not required.

  7. Click Submit.

Only unshipped items are listed. If an item already has a shipment, it won’t appear in Cancel Items.

What happens to the order: Cancel every item on the order and its status updates to Canceled. Cancel only some items and the order keeps its current status (for example, Partially Shipped) — the items you canceled show as canceled further down the Ship Advice tab.

What's the difference between Cancel Items, Cancel Shipment and Reroute Items?

The Ship Advice tab has three different buttons that sound similar. Here’s when to use each:

  • Cancel Items: The item hasn’t shipped and you want to remove it from the order entirely.

  • Cancel Shipment: A shipment already exists but is wrong (tracking number, carrier). This undoes the shipment so you can click Fulfill Items and re-enter it correctly. See How to add tracking information to an order.

  • Reroute Items: The item hasn’t shipped, but it needs to ship from a different warehouse instead of being canceled.

What happens after you cancel?

  • The marketplace: Acenda automatically sends the cancellation to most connected sales channels, usually within minutes. Amazon is the exception — Acenda can’t send Amazon a cancellation request, so cancel those orders directly in Seller Central.

  • The reason you entered: It’s kept for your own records. Most marketplaces don’t receive your exact wording — Acenda sends them one of its own standard cancellation reason codes instead.

  • Checking it went through: Open the order’s History tab. It shows whether the cancellation reached the marketplace or failed.

  • Is it reversible? No. Once confirmed, a cancellation can’t be undone in Acenda. If you canceled by mistake, you’ll need to re-create the order, or ask the marketplace to reinstate it.

  • Inventory: Canceling releases the stock automatically — the Allocated quantity goes back down and On Hand goes back up, the same way it would if the order shipped. The freed stock goes out to each marketplace on its next scheduled inventory update, usually within the hour (exact timing varies by marketplace). See How to manually adjust inventory for what Quantity, Allocated and On Hand mean.

Cancellation Rules

Important: Target Plus partially shipped lines. Once part of a Target Plus order line has shipped, the remaining units on that line can’t be canceled through Acenda. Cancel them in Target’s Partner Portal or contact Target Plus support.

  • Shipped orders: Once an order (or item) is marked Shipped, canceling it in Acenda has no effect at the marketplace — it already has the shipment. If you need to cancel an order that’s already shipped, contact the marketplace directly. On Target+, this lock-in happens the moment Target+ accepts the shipment; see How to update Target+ order tracking numbers after submission for the same rule in the tracking context.

  • Requested Ship Date: Orders shipped after the marketplace’s Requested Ship Date are at risk of being automatically canceled by the marketplace. Ship within the agreed window to avoid this.

  • Cancellations from the marketplace or an integration: Some cancellations start outside Acenda — for example, a buyer cancels on Target+, or a connected channel cancels its own order. For Target+, Mirakl-based marketplaces (for example Lowe’s, Kohl’s or Nordstrom) and Amazon, Acenda automatically picks this up and updates the order for you, so there’s usually nothing to do. Walmart cancellations sync too, but only once Pull Cancellations is turned on in your Walmart integration’s Settings > Functionality Control (it’s off by default, and Push Fulfillments must also be on). See How to connect Walmart Marketplace. Check the order’s History tab to see why an order was canceled.

Troubleshooting & FAQ

  • Why is the Cancel Items button missing or grayed out? Every item on this ship advice is already shipped or canceled, so there’s nothing left to cancel.

  • Why do I see “Update Failed” when canceling? Your user role likely doesn’t include cancel permissions — canceling an order requires an admin or owner role. Ask an admin or owner on your account to cancel it, or to update your role.

  • Why does the marketplace still show the order as open? Check the order’s History tab first. An error there means the cancellation didn’t go through — try again or contact Acenda Support. If History shows success, give the marketplace a little time; some channels take longer than others to update their own display.

  • Why is an order canceled at the marketplace still open in Acenda? For Target+, Mirakl-based marketplaces and Amazon, this usually syncs on its own within a short while. For Walmart, first check that Pull Cancellations is turned on (see How to connect Walmart Marketplace). If it’s been a while and nothing’s changed, contact Acenda Support.

  • What if I canceled by mistake? There’s no undo. You’ll need to re-create the order, or, depending on the marketplace, ask them to reinstate it.

Still stuck? Contact Acenda Support and tell us the order number and what you were trying to cancel.

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