How to cancel on-hold orders?

  • Resolved 1sky

    (@1sky)


    4 years, 1 month ago

    Hello! I have four on-hold orders I would like to cancel from the admin side of my site. The only I options I see to do for these orders are trash, processing, or shipped. Does moving them to trash cancel them? If so, would the people who placed the orders get an email telling them their orders are cancelled? If not, how do I cancel these orders and email the people to let them know the orders have been cancelled? Thanks for the help!

Viewing 5 replies - 1 through 5 (of 5 total)

  • By default, you should be able to change the order status to “Canceled” in order edit page – https://snipboard.io/wh79bG.jpg

    If you don’t see “Canceled” in the dropdown, the issue may be caused by a conflict with your theme or with another plugin. To determine what’s causing the issue, please temporarily switch your theme back to Storefront and disable all plugins except for WooCommerce. If that resolves the issue, then re-enable plugins one-by-one until you find the one that’s causing the conflict.

    Thread Starter 1sky

    (@1sky)

    Okay, huh. The only plugin that is now active is WooCommerce. I still do not have the option to cancel those on-hold orders.

    Possibly what may have happened is Stripe reversed the payments for me so now the orders are neither here nor there…? I should probably just move them to trash.

    Hi!

    Thanks for the update!

    Can you elaborate on how/why Stripe reversed the payments? Do you mean you issued a refund for the order from your Order dashboard inside WooCommerce, or something else?

    Regardless of if you refunded the order via your dashboard or if Stripe revered the payment from their side of things, the order should still exist on your site and you should have the option to change its status.

    Are you able to see other potential order statuses, and you’re just missing the option to assign the order a cancelled status, or are you unable to change the status at all?

    Looking forward to hearing from you ??

    Thread Starter 1sky

    (@1sky)

    I have my site set up to put any order on-hold so I may manually set it to processing if I approve of the order. From what I can tell, Stripe refunded the payments in the form of a reversal because I never did set those orders to be processed and the payment authorization expired. This is fine, I did not intend to process those orders. I just wasn’t sure what to do with them at this point because woo-commerce still has them labeled as “on-hold.” I’ve since put my site on vacation and do not have any other orders. Thank you for working through this with me!

    Plugin Support abwaita a11n

    (@abwaita)

    Hi @1sky,

    Thanks for the elaboration.

    Just to mention, if the orders were set to the “on-Hold” status, it is most likely because you’d set Stripe to Authorize as explained in the Stripe extension documentation. This fits in with the rest of the information you’ve given above.

    Seeing that you have figured everything out and have no more requests, I’ll go ahead and mark this as resolved.

    If you have further questions, please feel free to create a new topic.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘How to cancel on-hold orders?’ is closed to new replies.