Removing a customer cancelled order from the uncompleted page

[OpaAndOmas]

I'd like to removed a customer cancelled order from the order page. It's affecting my star seller report because it hasn't shipped.

Jody

[NanaLetha]

Refund and also cancel 

[Amaradorn]

Once you have fully refunded and cancelled the order, just leave it and it will move itself to the completed page after a couple of days.

[ArteMonasterio]

Mine has been there for months now and still nothing happened. I icked at the manage order and there is not even a "cancel" option.

[MaynardMillinery]

@ArteMonasterio You say "months", if enough time has passed, the opportunity to cancel expires.

You will need to contact support to get them to remove it on the backend.

[cutebutton]

if you cancel the order it should have immediately moved it to the completed orders.  If you only refunded it would just stay in your open orders. 

I'm thinking if you go back and click cancel it should fix the issue.

[ArteMonasterio]

I clicked at the manage order and there is not even a "cancel" option.

[PillowDetails · Accepted solution]

Just want to point out that a customer cannot cancel an order - they can only request it, and the Seller must process the cancelation.  Next time you can click the three dots (on desktop) and select the cancel option first - follow through with prompts, and it refunds in full at the same time.

[TonsOfPaper · Accepted solution]

Hello @OpaAndOmas,

Canceled orders are not counted toward your minimum threshold for orders or sales, and they’re also not counted toward your customer service metrics. However, if you refund an order without canceling it, then this will still count toward all your metrics. We encourage you to use the streamlined process for canceling and refunding orders together if you wish to both cancel and refund an order.

You can read more about this on this link: https://help.etsy.com/hc/en-us/articles/115015587347-How-to-Cancel-a-Sale?segment=selling

Thank you very much!

[TonsOfPaper · Accepted solution]

Hello there,

Canceled orders are not counted towards your minimum threshold for orders or sales, and they’re also not counted towards your customer service metrics. However, if you refund an order without canceling it, then this will still count towards all your metrics. We encourage you to use the streamlined process for canceling and refunding orders together if you wish to both cancel and refund an order. 

As of the moment, we're unable to cancel an order from the Etsy app. You'll need to cancel the order on etsy.com using a mobile or desktop browser. You can visit this Help Article for more information: https://help.etsy.com/hc/en-us/articles/115015587347-How-to-Cancel-a-Sale?segment=selling

Thank you very much!

[AAANativeArts]

You should use Refund if you are making a partial refund, like returning excess postage or if one item was out of stock, but you are shipping others, or if you are refunding the merchandise but keeping the original postage. It should still show your tracking numbers.

Cancel cancels the order and refunds everything at the same time, including your listing fees. If you Refunded previously, you can Cancel now to clear it off for Star Seller purposes and to remove it from your processing list. Etsy will know what you already refunded previously. If you previously kept the original postage, it will refund that, too. Then it is like you never had an order in the first place as far as Star Seller stats.