Cancel an order

Canceling calls an order off. Use it when the customer changes their mind. To stop an order your shop won’t build, reject it instead.

You can cancel an order you created while it’s a Quote, Submitted, or Pending Confirmation. Order Managers can cancel an order shared with the team while it’s a Quote or Submitted. See Permissions.

Once an order is Accepted, it can’t be canceled. An Order Manager can still reject it.

Cancel the order

1. Open the order.
2. Select More actions (the ⋮ button at the top right).
3. Select Cancel.
4. Type the reason in Why are you canceling this order?
5. Select Cancel Order.

The status changes to Canceled.

Caution

Canceling can’t be undone. To start again from the same order, duplicate it.

Mattersmith doesn’t send an email when an order is canceled.

Canceled orders don’t appear on the Orders page by default. To see them, replace the text in the filter box with status:canceled and press Enter.

Can I delete an order instead?

No. Orders can’t be deleted. If the order can still be canceled (see the statuses at the top of this page), cancel it instead. A canceled order stays on record with its reason; the Orders list hides it unless you filter for it. An Accepted order can’t be canceled, but an Order Manager can reject it.