There are two ways to cancel an order: on your Shop platform or the Hive App.
Canceling an order on your Shop platform
To cancel an order on your Shop platform, please follow the instructions on the platform.
Once you have canceled the order, the status will sync to the Hive App, and the order will have the status 'ignored' on the order details page. If you can't find the order when you search for it on the orders page, you can just check the filters, as canceled orders are usually filtered out.
If you would like to undo this cancellation, it is not possible. Therefore, you must create a new order on the Hive App or your Shop platform if you want the order shipped.
Canceling an order on the Hive App
To cancel an order on the Hive App, please follow these instructions:
- Search for the order on the Hive App, then click on the order to go to the order details page.
- In the top right-hand corner, click 'Order actions.'
- Then click on 'Cancel.'
If you would like to undo this cancellation, you can do this by using the same 'Order actions' button and clicking 'Release.'
Rules when canceling an order
Once an order is in processing, the order cannot be canceled. If the order is shipped, we recommend checking the tracking page and letting the customer know. We cannot request that the order be canceled or routed back to the carrier as they do not offer this service.
Disclaimer: Order cancelations in Shops might not be updated in Hive. Please ensure that your order is canceled in both platforms