Prerequisite - Customer Account Settings
To be able to cancel any order that has been despatched, you must ensure the following setting is switched OFF:
Click Settings then Customer Account Settings.
Switch OFF Stop Despatched Orders Being Cancelled.
Click Save.
This setting will allow you to cancel any order and will apply across the entire database. If you prefer to enable order cancellations by individual warehouse instead, please follow the steps below.
Cancelling at a Warehouse level
Additionally, it is also possible to cancel despatched orders on a warehouse level:
Click Warehouse then Manage Warehouses.
Click Edit on the warehouse.
Switch OFF Stop Despatched Orders Being Cancelled.
Click Save.
Cancelling a despatched order
To cancel the order after configuring the warehouse/ database, please follow below:
Click Orders then Overview.
Search for the order.
Tick the order.
Select Cancel Order from the Bulk Actions dropdown.
Finally, click Go.