If your customer wants to cancel an order, you will need to follow these steps:

1.  Cancel the order from your supplier and get the refund.
2. Cancel the order in the Shopify admin and issue a refund to your customer.

You can only cancel the order from the supplier if the order status is "Order Placed". If the order has a status of "In Proccesing" or "Shipped", you will not be able to cancel it. If needed, you will be able to create a dispute with the supplier.

Cancelling the Oberlo Verified Supplier or Oberlo Supplier Product Order

1. Go to the Orders page in Oberlo and find the needed order.
2. Click “...” and “Order Details”.
3. From the “Help Section”, expand the needed section and click “Cancel Order”.

3. From the pop-up window, confirm the cancellation request.
4. The status of the order will change to "Cancelled" and you will get the refund to the same payment card you used to pay for the order.
5. You will also get an email notification regarding your cancelled order.

Cancelling the AliExpress Product Order

1. Go to the AliExpress.com website, "My Orders" page.
2. Find the needed order and click "Cancel Order" next to it.

3. From the pop-up window, confirm the cancellation request.
4. If an agreement is reached, the supplier will not ship the order and the transaction will be cancelled automatically.
5. You will get an email notification about the order cancellation.

Cancelling Your Customer Order

1. Go to Shopify admin, "Orders" page.
2. Select the needed order.
3. Click "More actions" and then "Cancel order".

4. From the opened modal, adjust the refund amount if needed and select a reason for canceling the order.

Note: You can only cancel orders that have fulfillment status as ''Unfulfilled''. If the order is ''Fulfilled'' or ''Fulfillment requested'', you can only click on ''Refund items''. 

If you want to know more about cancelling orders in Shopify, check out the Shopify Help Center article.

Related Articles

How to Use the Order Help Center
Ways to Track Orders
Managing Returns and Refunds
How to Avoid Cancelled Orders on AliExpress

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