Cancelling Orders Through the Merchant Admin Portal

June 12, 2026

The Merchant Admin Portal allows you to instantly request and confirm the cancellation of eligible (unshipped) orders. This feature provides cancellation confirmations and eliminates the need to contact Support for manual cancellations.

Things to keep in mind

• When you cancel an order in the Merchant Admin Portal, the status is updated only in Portless systems. It does not sync back to your Shopify store.
• You are responsible for manually updating or cancelling the same order in Shopify to ensure both systems are consistent. Portless does not overwrite or modify your Shopify order details.
• You can choose to cancel the order or reassign it to another fulfillment location or 3PL in Shopify.
• Only merchants shipping from non-bonded warehouses.

❗️ Reminder for orders shipped through the VN bonded warehouse:

Once a First Mile or Last Mile tracking number has been generated for an order, it can no longer be modified or cancelled, even if the status still shows as "In Progress."

The generation of these tracking numbers signifies that the shipping label has already been printed and the package is prepared for immediate dispatch. To maintain fulfillment efficiency and prevent shipping discrepancies, we are unable to add/remove products or stop the delivery once this stage is reached.

Initiate cancelation

1. Log in to your Merchant Admin Portal.
2. Go to the Orders tab and pull up the order you want to cancel.
3. Click Cancel Order in the right-hand corner.
4. In the pop-up box, choose a Cancellation Reason, then click Request Cancellation.

Important notes

• If the order has already shipped, the Cancel Order button will be disabled.
• Keep in mind that submitting a cancellation in the portal is a request, not a guarantee. Whether it’s approved depends on how far along the order is.

Once the fulfillment process kicks in or a tracking number is generated, we usually can't stop the shipment.

Cancellation request statuses

Once a cancellation request is submitted, the status will update instantly:

• Cancellation Requested – The request has been received and will be reviewed (takes about five minutes).

• Cancellation Request Accepted – The order was successfully cancelled in Portless. You may now cancel the order or reassign it to another location or 3PL in your Shopify store.

• Cannot Cancel Order – The request was unsuccessful because the order has already shipped. You can contact the Customer Support Team if you need additional help.