Use this article to cancel an order in the Kustom Portal that you will not fulfil, and to choose between cancelling, releasing and refunding.
When can you cancel an order?
Cancelling an order tells Kustom that the order will not be fulfilled. Once an order is cancelled, no further actions can be performed on it.
Only uncaptured orders can be cancelled. The order must have the status Authorized.
Orders must be cancelled in full. You cannot cancel part of an order.
The table below shows which action to use depending on the status of the order:
Order status | What you want to do | Use |
Authorized | Stop the whole order | Cancel order (this article) |
Authorized | Remove some items before shipping | |
Partially captured | Stop charging the rest of the order | |
Captured or Partially captured | Give money back to the customer |
How to cancel an order
To cancel an uncaptured order in the Kustom Portal:
Open the Kustom Portal and sign in.
Select Orders in the menu to the left.
Find the order using the reference, order number, customer name or email address.
Click the order to open the order drawer.
Click Cancel order in the top right corner.
In the pop-up, click Cancel order again to confirm.
The order is now cancelled and its status changes to Cancelled.
What happens when you cancel an order?
The reserved amount is released, so the customer is not charged for the order.
If the customer's payment method charged them when they placed the order, cancelling the order pays the money back to the customer.
Cancelled orders do not appear on your settlement report, because they were never captured.
What if I cancelled an order by mistake?
A cancelled order cannot be reopened. Instead, create a new order in the Kustom Portal. If the new order should be identical to the cancelled one, use the Duplicate order function.