Order Cancellation
Steps to cancel orders or shipments from the seller panel or ICRM, applicable statuses, and refund timelines
Product Info
Eligible Statuses for Cancellation
An order or shipment can be cancelled when in any of the following statuses:
- AWB Assignment
- Pickup Scheduled
- Pickup Error
- Pickup Exception
- Label Generated
- Pickup Generated
- Pickup Rescheduled
Important: Orders cannot be cancelled once they reach "Out for Pickup" status.
Refund Timelines
| Cancellation Type | Refund Timeline |
|---|---|
| Order cancellation | 3–4 days to SR wallet (auto) |
| Shipment cancellation | Within 24 working hours |
Pop-up Options by Stage
| Order Stage | Cancel Pop-up Option |
|---|---|
| Processing | Cancel Order |
| Ready to Ship | Cancel Order and Cancel Shipment |
| Manifest | Cancel Order and Cancel Shipment |
SOP — Order/Shipment Cancellation
Cancellation from Seller Panel
Seller can cancel orders from the panel in statuses like AWB Assigned, Pickup Scheduled/Error/Exception, Label Generated, or Pickup Generated/Rescheduled.
Path: Seller Panel > Orders > All Order > Select Order/Search with AWB/Order id > Click on 3 dot > Cancel
Cancellation is not available once the shipment is Out for Pickup. Order cancellation is completed within 3–4 days with wallet refund.
Contact Center – Cancel Pickup (ICRM)
From contact center, advisors can use the Cancel Pickup option in ICRM (SSO only) after validating status and selecting a reason, informing the seller that refund will reflect at the same time.
Force Cancellation (Out for Pickup)
The champ can force cancel the order instantly from their side (in case of out for pickup). The freight will be refunded at the same time.
Note: If the seller wants to cancel then the champ will cancel the order instantly.
Nugget Ticket (FCR)
| Field | Value |
|---|---|
| Channel | Customer Support Call Center |
| Agent Assign | Own Name |
| Status | Resolved |
| Subject | Order Cancellation Request |
| FCR | Yes |
| SR Issue Category | Shipment Pickup |
| Sub Category | Order Cancellation Request |
How to Do on Seller Panel
Cancel a Single Order
- Go to Orders from the left menu.
- Find the order using the search bar (AWB or Order ID).
- Click on the More (...) icon under Action.
- Select Cancel Order.
- Confirm cancellation in the pop-up.
Cancel Orders in Bulk
- Go to Orders > New tab.
- Select the orders you want to cancel.
- Click Select Bulk Action > Cancel Orders.
- Confirm by clicking Yes, Cancel.
Check Cancellation Status
- After cancellation, the order appears in the New tab with a "Cancellation Requested" status.
- Refund to SR wallet is auto-processed within 3–4 days for order cancellations and within 24 working hours for shipment cancellations.
Mobile App — How to Do
Cancel an Order (Mobile)
- Go to Orders from the bottom navigation.
- Find your order under the relevant tab (New / Ready to Ship).
- Tap on the three-dots menu (...) for the order.
- Select Cancel Order.
- Confirm cancellation.
Note: You cannot cancel a shipment once it has been handed over to the courier or is in "Out for Pickup" status.