Cancelling an order

Cancelled orders are part of the business. Whether the reason for cancellation comes from you or your customer, this documentation walks you through canceling an order and managing related actions in TWICE Commerce.

Quick Steps

1. Go to Orders > Upcoming
2. Select the order you want to cancel
3. Click Cancel Order at the bottom of the right panel
4. Confirm the cancellation in the prompt

Detailed Process

Locating the Order

1. Navigate to the Orders section in your TWICE Commerce dashboard
2. Click on "Upcoming" to view active orders
3. Find your order using the order number, customer name, or date
4. Click on the order to open the details panel

Executing the Cancellation

1. Review the order details to ensure you're canceling the correct order
2. Click the "Cancel Order" button located at the bottom of the right panel
3. Read and confirm the cancellation prompt
4. The order status will update to "Cancelled"

Important: Order cancellations cannot be undone. To restore a cancelled order, you'll need to create a new booking.

Post-Cancellation Actions

Managing Refunds: Cancelling an order does not automatically process a refund.

Inventory Updates: TWICE automatically returns canceled items to your available inventory. No manual adjustment is needed.

Customer Communication: If the cancellation request comes from your side and not from the customer, we recommend:

• Promptly notifying customers about the cancellation
• Explaining the reason for cancellation (if applicable)
• Providing clear information about refund timing and process

Additional Notes

• Customers cannot cancel orders independently
• Cancelled orders remain in your system for record-keeping
• All cancellation actions are logged in the order history

Need more help? Contact our customer support via the in-app chat.