Handle Order Cancellations
What happens when a customer cancels an order, and how to reject an order as a shop operator.
Customers can cancel an order before you confirm it. Once you confirm, customers can no longer cancel through the app. You can also reject an order at the PENDING or CONFIRMED stage by providing a reason.
Steps
Customer cancels before confirmation
If a customer cancels while the order is in PENDING status, the order in your queue will show as CANCELLED. No action is needed from you — the order is removed from your queue and a refund is automatically initiated to the customer's original payment method.
Receive cancellation notification
You'll receive a push notification and an in-app alert when an order is cancelled. Review the order in your queue to understand which items were affected.
Reject an order yourself
If you cannot fulfil an order (e.g., items are out of stock, shop is unexpectedly closed), open the order from the relevant Sale Space's Orders tab (/sale-spaces), click Reject Order, and select or type a reason. A reason is required before you can submit the rejection.
Refund is initiated automatically
Whether the cancellation is by the customer or by you (via rejection), the customer's refund is triggered automatically. You do not need to manually process a refund.
Note
Customers can only cancel while the order is in PENDING status (before you confirm it). After you confirm, the Cancel Order button disappears from the customer's order detail screen, giving you control over the order's progress.
Warning
Frequent rejections negatively affect your shop's reliability score on vyete.com, which can reduce your visibility in search results. Keep your inventory updated to avoid confirming orders you cannot fulfil.
Common questions
Q: Can I cancel an order after I've already confirmed it?
A: Use the Reject Order option, which is available at PENDING and CONFIRMED stages. Once the order is READY or beyond, rejecting it becomes harder and you should contact Vyete support for assistance.
Q: Does the reason I provide for rejection appear to the customer?
A: Yes. The customer sees the rejection reason on their order detail screen, so provide a clear and professional explanation.
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