To apply for this and other POS features, please contact our Merchant Success Team.
SHOPLINE POS Admin Panel allows merchants to cancel and delete orders. If the customer wishes to cancel an order or do a product return, merchants can easily manage it in the Admin Panel.
In this article, you'll find:
1. Cancel order
In SHOPLINE Admin, go to [Order Management] > [Orders]. Tap the POS tab and select any order marked Completed.
On the order detail page, click on the Cancel Order button.
After clicking the Cancel Order button, a pop-up reminder will appear asking you to confirm the cancellation.
Note: Orders cannot be restored after they are cancelled. The product inventory will be reverted. The electronic invoice can be voided only by invoice cancellation in the POS app.
If the order is paid for with store credits, you can choose whether to revert the used credits or extend the validity period.
A green confirmation message will appear in the upper right-hand corner once an order has been cancelled successfully.
Changes in order details after cancellation
- The Cancel Order button on the order page will be changed to Delete Order and Transaction.
- Order status changes to Cancelled.
- Payment status changes to Refunded.
- If the canceled order is paid with store credits, the credits will be reverted with the original expiry date: Credit Revert Status changes to Reverted.
- If the cancelled order is paid with store credits, but the credits will not be reverted:
Credit Revert Status changes to Not Reverted.
Orders using SHOPLINE Payments POS payment options
*Note: SHOPLINE Payments POS payment setting only supports merchants in Hong Kong and Taiwan.
Reference for merchants in Hong Kong:
If you want to cancel orders that use SHOPLINE Payments POS as the payment settings, the refund method is limited to the original payment method. For example, if a credit card payment is made, the refund amount will be refunded to the respective credit card account. The payment fee will be refunded as well. Please refer to Return and Refund | POS Admin if your customers have any return inquiries. For more information on how to set up and checkout with SHOPLINE Payments POS, please refer to the following articles:
- Payment Options Application and Settings | POS Admin (HK)
- Credit Card, Alipay & Octopus Checkout | POS App (HK)
If the refund is successful, it will display "Payment has been returned, would be transferred to the account within 1-2 working days."
If the refund is unsuccessful, it will display "Failed," however, the order status will remain as "Cancelled."
*Note: Second refund attempt is not supported. Merchants will have to process refunds with customers offline. Please be careful when processing refunds online.
You can view the Order Activities Logs at the bottom of the order page.
Reference for merchants in Taiwan:
There are two ways to cancel SHOPLINE Payments POS orders based on the terminal settlement status: Before settlement and After settlement. Currently does not support returning orders from the Admin.
*Note: You can not delete the SHOPLINE Payments POS order.
- Before settlement: Does not support cancelling from the Admin
The Admin only displays the payment status of the SHOPLINE Payments POS order. Cancelling orders is not supported in the Admin. To cancel the payment, please process it on the POS app. For details, please refer to the following FAQ
- After settlement: supports cancelling from the Admin
Supports cancelling "Paid / Completed" orders manually. To apply for manual cancellation, please contact the Online Merchant Success Team and provide the following information:
- Order number
- Card number (First 6 digits + last 4 digits. E.g., 123456****4321)
- Verification code
- Cancelled amount
- The name of the staff applying for the cancel
*Note: The order invoice will be voided once the manual cancellation is complete. Please make sure that you have recycled the invoice when applying.
If the payment status of the order is “Failed,” and the terminal is not settled yet, please go to the POS app to reinitiate payment.
Click the Reinitiate payment button to reinitiate payment.
2. Delete order and transaction
In SHOPLINE Admin, go to [Order Management] > [Orders]. Click on the POS tab and select any order marked Cancelled with the payment status Refunded.
Click on the Delete Order and Transactions button on the order detail page.
After clicking the Delete Order and Transactions button, a pop-up reminder will appear asking you to confirm deleting the order.
*Note: Orders cannot be restored after they are deleted.
A green confirmation message will appear in the upper right-hand corner once an order has been deleted successfully.
After the order is successfully deleted, refresh the POS app interface by pulling down the Order page.