Canceling an order or a line item in ShipHero has different results depending on where the items are in your warehouse workflow and whether you cancel the whole order or one line item. If items are in a tote, clear the tote. If you cancel one line item, cancel it in your store too. To restore an order canceled by mistake, see How to Reinstate a Canceled Order.
Table of Contents
- Cancel an Order or Line Item in a Tote in ShipHero
- Cancel a Line Item in a Multi-Line Order in ShipHero
Cancel an Order or Line Item in a Tote in ShipHero
A tote holds the items a picker has collected for an order. When you cancel an order, or cancel items on an order, while those items are still in a tote, clear the tote manually. Clearing a tote virtually returns its items to their pick locations.
- Go to Orders > Totes.
- Find the tote that holds the canceled order's items.
- Clear the tote. See How to Clear a Tote in How to Create and Manage Totes in ShipHero for the steps.
Items left in a tote after a cancelation can block future orders from allocating correctly, or can appear ready to pick when they should not. An order canceled while still in a tote also does not appear in the multi-batch queue. See Troubleshooting: Order Not Showing in Multi-Batch Queue.
Cancel a Line Item in a Multi-Line Order in ShipHero
When you cancel one line item in a multi-line order, ShipHero cancels the item in ShipHero only. For Shopify and BigCommerce stores, the cancelation does not update the order in your store. Cancel the line item in both ShipHero and your store.
- Cancel the whole order in ShipHero: ShipHero cancels the order in your Shopify or BigCommerce store too.
- Cancel a line item in Shopify: ShipHero cancels the item in ShipHero too.
- Edit a canceled line item: Once a line item has a canceled status in ShipHero, ShipHero makes no further updates to it, even if you change the order in Shopify.
For all order sync behavior, see Shopify Integration: Order Settings and Understanding Communication Between BigCommerce and ShipHero.