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Learn how to cancel and remove orders from Cahoot's fulfillment network. The steps you need to take depend on how far the order has progressed in the fulfillment workflow.

Automatic Cancellations: If your order was cancelled in your sales channel before a shipping label was created, Cahoot automatically blocks auto-label creation and adds a "Cancelled in Marketplace" tag. No action is needed on your part.  

Important: If a shipping label was already created when the customer cancelled, you must manually remove the order in Cahoot. Act quickly — once a fulfillment partner begins processing the order, removal is no longer possible.

Removing an Order from Cahoot Fulfillment

Critical Timing: Once a Cahoot fulfillment partner begins processing an order (printing packing slips, labels, or pick lists), removal is no longer possible. Remove the order immediately or at minimum one day before the scheduled Ship By date.

1Find the order you wish to remove from your orders dashboard.

2Under the Actions dropdown in the upper right, select Remove Order. 

Remove Order button location in the Actions dropdown
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No Remove Order Button? If you don't see this option, the order is no longer eligible for removal. The fulfillment partner has already begun processing it.

3Enter a reason for removal and click Confirm.

Removal confirmation dialog
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4After confirming, the order moves to No Match Found status. Notify the customer and update any third-party systems as needed.

After Removing an Order: Exclude or Reset

After removing an order, it lands in No Match Found status. Choose one of these next steps:

Exclude Order — Use this when the order is truly cancelled.

  • Permanently removes the order from Cahoot fulfillment
  • You will be prompted to enter a reason and confirm
Exclude or Reset options on the order detail page
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Reset Order — Use this if you want the order shipped later.

Note: Even after an order has been excluded, it can still be reset using the Reset Order button in the upper right corner.

Orders Already Shipped

If the order shows Shipped or In Transit status, cancellation through Cahoot is no longer possible. Your only option is to request a package intercept directly through the shipping carrier.

Important: Cahoot Support cannot assist with cancelling orders after they have been processed by the warehouse. You must work directly with the carrier.

For full details on requesting a package intercept, see the Carrier Package Intercept article.

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