How to Cancel an Order?

You can process cancellation requests made by the customer in the circuly operations backend in two different ways.

The approach you take depends on whether or not there is an active subscription attached to an order.

  • If there is an active subscription attached to an order, then instead of cancelling the order you should mark the subscription status as pending return because when you process a cancellation request for an order that has a subscription attached to it then you should expect the product to come back. Another reason to mark the subscription as pending return is to trigger the return process.
  • If there is no active subscription attached to an order, that is if the customer changes their mind after placing an order or if you have a “x day return policy” and if no subscription has been created yet for the order, then you should cancel the order. Cancelling an order also sets the subscription status to "pending return", but if no product has been sent yet, then you can go to returns and mark the respective product as returned to skip the return workflow.

In this article we cover how to cancel an order. To learn more about setting the subscription status as pending return, read this article.

There are two places when an order cancellation can be processed:

  • From Orders
  • From Customers

Cancel an order from Orders

To cancel an order follow the steps given below:

  • Login into your circuly operations backend and go to Orders.
  • Select an Order you want to cancel from the Order List and click on it.
  • In the order detail view click on the three dots in the upper right corner.
  • Select Cancel order from the list.
  • OPTIONAL: in the Cancel order window > Select the cancellation reason from the list of available reasons.

  • OPTIONAL: write a message in the Message to customer input field.
  • OPTIONAL: select the checkbox for Fully refund this order (xx.xx €)
  • MANDATORY: check the checkbox for I under the consequences to proceed.
  • Click on the CANCEL THIS ORDER button.

When you cancel an order manually, the subscription status is automatically set to pending return and the return process is triggered. If no product has been sent yet, then go to the Returns tab > And mark the product attached to the respective subscription as returned by clicking on the MARK AS RETURNED button.



  • A success message will appear in the top right corner if the cancellation of the order has been successful.
  • The same will be reflected in the Informations tab in the Order detail view. Order status will be displayed as cancelled.


Cancel an order from Customers

  • Log in to your circuly operations backend.
  • Go to Customers > select a customer from the Customer List and click on it.
  • In the customer detail view > navigate to the ORDERS overview > click on the three dots > click on Cancel order.
  • In the Cancel Order pop up window continue with the process by selecting a Cancellation reason from the drop-down menu.
  • If you want you can write a message in the Message to customer input field. Whatever you type in there will be sent to the customer automatically via the Email Templates.
  • The checkbox for Fully refund this order (amount) is optional. To complete the cancellation of the order it is not compulsory to check this checkbox.
  • However, the checkbox for “I understand the consequences” needs to be checked if you wish to proceed with the cancellation.
  • When you are happy with your selection press the CANCEL THIS ORDER button.
  • A success message will appear in the top right corner if the cancellation of the order has been successful.
  • The status of the order will be updated to cancelled.

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