Cancel and Delete Orders | POS Admin

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:

• Cancel order
• Delete order and transaction

 

1. Cancel order

Step 1

In SHOPLINE Admin, go to [Order Management] > [Orders]. Tap the POS tab and select any order marked Completed.

 

Step 2

On the order detail page, click on the Cancel Order button. 

 

Step 3

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.

 

Step 4

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 

1. The Cancel Order button on the order page will be changed to Delete Order and Transaction.
2. Order status changes to Cancelled.
3. Payment status changes to Refunded.
4. 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.

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:

• SHOPLINE Payments POS Payment Options Application and Settings | POS Admin (HK)
• SHOPLINE Payments POS Credit Card & Alipay 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.

 

2. Delete order and transaction 

Step 1

In SHOPLINE Admin, go to [Order Management] > [Orders]. Click on the POS tab and select any order marked Cancelled with the payment status Refunded. 

 

Step 2

Click on the Delete Order and Transactions button on the order detail page. 

 

Step 3

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. 

 

Step 4

A green confirmation message will appear in the upper right-hand corner once an order has been deleted successfully. 

 

Step 5

After the order is successfully deleted, refresh the POS app interface by pulling down the Order page.

 

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Order Management