The Merchant Admin Portal allows you to instantly request and confirm the cancellation of eligible (unshipped) orders. This feature provides cancellation confirmations and eliminates the need to contact Support for manual cancellations.
Things to keep in mind
When you cancel an order in the Merchant Admin Portal, the status is updated only in Portless systems. It does not sync back to your Shopify store.
You are responsible for manually updating or cancelling the same order in Shopify to ensure both systems are consistent. Portless does not overwrite or modify your Shopify order details.
You can choose to cancel the order or reassign it to another fulfillment location or 3PL in Shopify.
Beta release: Only merchants shipping from non-bonded warehouses integrated through Pipe17 have this feature enabled.
Initiate cancelation
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 right-hand corner.
In the pop-up box, choose a Cancellation Reason, then click Request Cancellation.
[Callout] Note: If the order has already shipped, the Cancel Order button will be disabled.
Cancellation request statuses
Once a cancellation request is submitted, the status will update instantly:
Cancellation Requested – The request has been received and will be reviewed (takes about five minutes).
Cancellation Request Accepted – The order was successfully cancelled in Portless. You may now cancel the order or reassign it to another location or 3PL in your Shopify store.
Cannot Cancel Order – The request was unsuccessful because the order has already shipped. You can contact the Customer Support Team if you need additional help.