A cancellation can start in three places — Osello, your Shopify store, or the marketplace itself. Wherever it starts, Osello syncs it to the other two so nothing ships that shouldn't.
Canceling from Osello
- Open the order from Sales > Orders.
- Open the actions menu and choose Cancel Order.
- Add a reason if you like (it's optional), then confirm with Cancel Order.
Osello cancels every item that hasn't shipped yet, notifies the marketplace, and mirrors the cancellation to the order in your Shopify store. Items that already shipped are left untouched — if some items had gone out, only the rest are canceled and the order shows a partial status instead of Canceled.
You can't cancel an order that has fully shipped. Once everything is on its way to the customer, money moves back through a return and refund instead — see How returns and refunds work.
Canceling from Shopify
If your team works out of Shopify, cancel the order there. Osello picks up the change within moments and passes the cancellation to the marketplace for you.
Refunding an unshipped item in Shopify counts as canceling that item: Osello records it as canceled and tells the marketplace, so the customer isn't left waiting on something that will never ship.
When the marketplace cancels
Customers can cancel through the marketplace, and marketplaces sometimes cancel orders themselves. When that happens, Osello spots the change on its next check, marks the order Canceled, and cancels it in your Shopify store — no action needed from you.
The same applies to single items: if the marketplace cancels part of an order, Osello marks just those items canceled and the rest of the order carries on normally.
What you'll see
- The order's status badge changes to Canceled, or to a partial status (like Partially Fulfilled) when only some items were canceled.
- Each item's own status appears in the order's Line Items table, so you can see exactly which items were canceled and which still need attention.
- The status change is recorded in the order's Order History.