Order Cancellation Guide

For Sellers Using Hipshipper Fulfillment

When a buyer asks to cancel an order, your next steps depend on whether or not you can cancel the specific order directly in your Hipshipper (HS) account.

Option 1: You Can Cancel the Specific Order Yourself

If you see the “Cancel” option for the specific order in your HS account (located under the three-dot menu at the end of the order line), follow these steps:

Steps:

  1. Click “Cancel” next to the specific order.

  2. All related charges will be immediately refunded to your HS balance.

  3. Once the order is canceled, then confirm the cancellation with your buyer.

Note:
You should only confirm the cancellation to your buyer after completing the cancellation process in HS.

Why this works:

This means the order has not yet entered the fulfillment process and is still eligible for auto-cancellation.

Option 2: You Cannot Cancel the Order Yourself

If you do not see the cancel button for the order, it means the order is already being processed. Here’s what to do next:

Steps:

  1. Open a support ticket from within the specific order screen.

  2. Use the subject line: “Cancel this order”

  3. Include a note that the buyer has requested cancellation, or any other reason.

  4. Do not confirm the cancellation with your buyer until you receive a confirmation from our team.

What happens next:

  • Our support team will check whether the order can still be canceled.

  • We’ll update you as soon as possible with next steps and instructions.

 Summary

Situation

Action

Refund

Buyer Communication

Cancel option is available for the order

Cancel directly in HS

Immediate to HS balance

Confirm with buyer after HS cancellation

Cancel option is NOT available

Open a ticket from within the order

If cancellation was successful 

Wait for HS confirmation before telling the buyer

If you have any questions or are unsure about an order, don’t hesitate to reach out to our support team.