Introduction

In circuly, cancellation requests can be processed in two different ways, depending on whether a subscription is already active for the order. Understanding the difference is essential to correctly manage product returns and maintain accurate records.

This guide explains:

• When to cancel an order
• When to set a subscription to “pending return”
• Where to cancel orders in the circuly Hub

Feature Overview

Order cancellations in circuly follow two paths:

Subscription has been created: Do not cancel the order → Set status to Pending Return

‍No subscription has been created (e.g. change of mind, cancellation within return period): Cancel the order in circuly Hub

When a subscription is active, cancelling the order is not recommended—you’re expected to get the product back, and the return flow must be triggered. Use the Pending Return status instead.

To learn more about marking a subscription as pending return, refer to the linked guide: How to Set Subscription Status to Pending Return

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Step-by-Step Guide

You can cancel an order from two places in the circuly Hub:

Option 1: Cancel an Order from the Orders Tab

• Log in to the circuly Hub
• Navigate to Orders
• Select the relevant order from the Order List
• Click the three-dot menu in the top right
• Click on Cancel Order

In the Cancel Order popup:

• Optional: Add a message to customer (sent via email)
• Mandatory: Check the box for "I understand the consequences"
• Click CANCEL THIS ORDER

Upon cancellation, the subscription status will automatically be set to Pending Return, and the return process will begin.

If the product was never shipped:

• Go to Returns tab
• Locate the subscription → Click Mark as returned.

This skips the physical return flow and closes the loop. A success message will confirm the cancellation, and the order status will update to Cancelled.

Option 2: Cancel an Order from the Customers Tab

• Go to Customers
• Select a customer from the Customer List
• In the Customer Detail View, navigate to the Orders section
• Click on the three-dot menu next to the order
• Click Cancel Order

In the Cancel Order popup:

• Optional: Add a message to customer
• Optional: Choose Fully refund this order
• Mandatory: Check "I understand the consequences"
• Click Cancel order

A success message will confirm the cancellation, and the order status will update to Cancelled

Additional Settings

• Email Templates: If you add a message in the “Message to customer” field, it will be sent automatically using circuly’s configured email templates.
• Refund Checkbox: Not required for the cancellation to proceed but helpful if you want to automate refunds in the same action.
• Return Workflow Trigger: Always triggered if a subscription was active, even if the product hasn't left your warehouse.

What Happens Next

• The order status updates to Cancelled
• The subscription status updates to Pending Return
• A return is expected (unless manually marked as returned)
• Any messages you entered are emailed to the customer
• Refunds are processed if selected

This ensures both the customer and your team have clarity on the cancellation process, and all systems stay in sync.