Customers may change their minds, place duplicate orders, or report an order as fraudulent after it’s been placed. In these cases, it’s often easier to cancel the order and have the customer place a new one rather than make multiple edits. As long as the order hasn’t shipped, cancellation is usually simple.
You can cancel eligible, unshipped orders directly in the Merchant Admin Portal. This allows you to request and confirm cancellations instantly, without needing to contact Support.
Things to keep in mind
Only unshipped orders are eligible for cancellation. Once a First Mile or Last Mile tracking number has been generated, an order can no longer be cancelled, even if the status still shows "In Progress." This applies in particular to orders shipping through a Vietnam bonded warehouse.
To keep both systems consistent, you must manually update or cancel the same order in Shopify. Portless does not overwrite or modify your Shopify order details.
In Shopify, you can either cancel the order or reassign it to another fulfillment location or 3PL.
If your order ships from a non-bonded warehouse
If your order ships from a non-bonded warehouse, you can request and confirm a cancellation yourself in the Merchant Admin Portal.
Note: Submitting a cancellation is a request, not a guarantee. Approval depends on how far along the order is. Once fulfillment begins or a tracking number is generated, the order usually can’t be stopped.
Log in to your Merchant Admin Portal.
Go to the Orders tab and pull up the order you want to cancel.
Click Cancel Order in the top right corner.
Choose a cancellation reason, then click Request Cancellation.
If the order has already shipped, the Cancel Order button will be disabled.
Review cancellation request status
You'll see one of these statuses:
Cancellation Requested - received, and reviewed within about five minutes.
Cancellation Request Accepted - cancelled on the Portless side. You can now cancel the order in Shopify too, or reassign it to another location or 3PL.
Cannot Cancel Order - unsuccessful, usually because the order already shipped. Contact the Portless Customer Support Team if you need help from here.
Tip: Cancelling in the portal only updates Portless systems, it doesn't sync back to Shopify. Cancel or reassign the order in Shopify as well so both systems stay consistent.
If your order ships from a bonded warehouse
Bonded orders may already be in a customs-sensitive stage, so we need to confirm with the fulfillment center before anything is cancelled.
Contact the Portless Customer Support Team with the order number and note that you'd like to cancel.
We'll check with the fulfillment center and confirm whether cancellation is still possible.
If it is, we'll let you know, and you can then cancel the order in Shopify.
If it isn't, we'll let you know the order can no longer be cancelled.