Cancellation is a real action with real consequences: it ends the item’s lifecycle, shows the buyer a cancelled order, and counts on your record. Here is exactly when it’s possible and how it works.
Who cancels, and the reasons you’ll see
Three parties can end an order, and the row records which one as the cancellation reason:
| Reason | Shown as | Meaning |
|---|---|---|
SELLER | Seller Request | You cancelled (out of stock, can’t fulfill in time, wrong listing…) |
CUSTOMER | Customer Request | The buyer asked to cancel and you executed it |
PLATFORM | Platform Decision | Fawran cancelled it — appears read-only on your rows |
When YOU cancel, the dialog lets you choose Seller Request or Customer Request — “Platform Decision” is never your choice; you only ever see it as a recorded reason. There is no automatic time-based cancellation in the seller app: items don’t self-cancel, they wait for an actor.
When cancellation is available (verified)
The platform enforces one transition table for every status change; a cancel outside these windows is rejected. Verified exactly:
| Model | Cancel is allowed while the item is… | Cancel is impossible once… |
|---|---|---|
| MARKET | NEW, PROCESSING, or READY_FOR_PICKUP | the captain/outbound side has taken the item over, or it reaches OUT_FOR_DELIVERY / DELIVERED |
| FBS | NEW, PROCESSING, or OUT_FOR_DELIVERY (undelivered) | it is DELIVERED |
| FBF | never — no seller cancel exists | always (platform-managed) |
MARKET nuance: even while the item status still reads “Ready for Pickup”, the Cancel button disappears from the list as soon as a captain is assigned or the shipment is handed off — the parcel is no longer yours to stop. If the button is gone, the window is closed: contact support instead of forcing it.
How to cancel
- Find the row (or open the order detail page) and choose Cancel Order — on the list it lives in the row’s ⋮ menu; on the detail page it’s the red bordered button.
- The dialog asks: “Are you sure you want to cancel order #ORD-284551?” — with the order’s real number.
- Pick the cancellation reason: Seller Request or Customer Request.
- Optionally add a note (“Add notes about the cancellation reason...”) — write one; it helps support and your own records.
- Confirm with the red Cancel Order button.
What happens after you cancel
- The item status becomes
CANCELLED— terminal; for FBS the linked shipment is cancelled too. All action buttons disappear from the row and the detail page. - The row leaves the active tabs and appears under Order History, where a “Cancellation Reason” column shows who cancelled; the detail page adds a Cancellation Reason card with your note.
- That’s also how you know it succeeded: a red Cancelled status chip plus the history placement.
- The reserved stock tied to the order is handled by the platform’s inventory system — check your Inventory page (reserved column) after cancelling if the numbers matter to you right now.
- The cancellation counts toward your Cancellation Rate in Reports — see Performance Metrics. The financial details of this step are covered in a dedicated Finance guide coming soon.
If the app refuses
No Cancel Order entry in the row menu, or a red error like “Invalid status transition: DELIVERED → CANCELLED for FBS”.
- The item is past its cancel window (see the table above).
- MARKET: a captain already owns the parcel.
- The item is FBF — seller cancel never exists there.
- Check the current item status against the availability table.
- If the buyer no longer wants a delivered item, the path is a return, not a cancellation — see How Returns Work.
- If you believe the state is wrong (e.g. stuck status blocking a legitimate cancel), open a support ticket under Orders.
Include the order number, the current status chip, and why the cancellation is needed.
When to contact support instead
- The cancel window is closed but the buyer insists — support can assess a platform-side cancellation.
- A MARKET parcel was collected but the order must still stop.
- Anything involving an FBF order — you never cancel those yourself.
Cancelling to “clean up” a stuck-looking order. Cancellation is permanent and counts on your record — investigate (or ask support) before you kill a live order.