Once an order is routed from the Retailer's store to the Supplier's store, the Retailer loses the ability to cancel the order. However, if the order is unfulfilled, Retailers still have two options to request cancellation:
Reach out to the Supplier directly to request that they cancel (partner contact information is listed in the Partners tab).
Submit a cancellation request to the Carro team (instructions below).
When a cancellation request is submitted to the Carro team, we will check the status of the order-
Not Fulfilled: Carro will cancel and refund the order.
Fulfilled: Carro will not cancel the order.
How to Submit a Cancellation Request:
1. Open your order tab in Shopify.
2. Select the order you want to submit for cancellation (only if unfulfilled).
3. Click on the 3 dots next to the line item you would like to cancel.
4. Select "Request cancellation" (only available if the order is unfulfilled).
5. Add a reason (*optional) and click "Request cancellation".
6. Wait 1-2 minutes for a status update.
1. Why can't Carro cancel fulfilled orders?
This is to protect the Supplier from fulfilling an order and then losing money on a refund. If you'd like more time to review your orders before they're routed to your Supplier partners for fulfillment, please check out Delayed Autofulfillment.
2. How long does it take for the Carro team to respond to a cancellation request?
Only a few seconds. If accepted, the refund will be processed in 1-2 minutes.
3. Should I submit a cancellation request and refund the order?
No, please only submit the cancellation request, don't submit a refund. If the cancellation request is accepted by Carro, we will also automatically take care of the refund in 1-2 minutes.
4. Can I reach out to my supplier partner directly to ask them to cancel?
Yes, Carro encourages you to have an open line of communication with your partners. Your partner may also be able to provide special accommodations regarding the order that Carro cannot. You can find all of your partner's contact information in your Partners tab.