> For the complete documentation index, see [llms.txt](https://developer.esw.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.esw.com/adobe-commerce-magento/esw-adobe-extension-features/cancellations..md).

# Cancellations.

ESW allows you to cancel orders anytime before the order is shipped. Post shipment, it is not possible to cancel orders. Once the order is cancelled successfully, the shopper refund is processed.

Cancelled orders can then be synchronized to Adobe Commerce (Magento) via a webhook triggered by ESW and processed by the module.

Note: Integration is based on a webhook. To ensure that the webhook process is set up correctly, follow the [webhook integration section](https://know.esw.com/space/TDR/1234732351) for guidance.

Note: The cancellation sync process recreates ESW cancellation record as Credit Memo. Therefore, the process can only work for already invoiced orders in store.

### Full and Line-Item Order Cancellation Configuration <a href="#full-and-line-item-order-cancellation-configuration" id="full-and-line-item-order-cancellation-configuration"></a>

The configuration section for the Full and Line-Item Order is accessible from the main ESW Module configuration tab.

Note: Full and line-item cancellation webhook data processing is asynchronous. In order to ensure correct synchronization, follow the [asynchronous integration section](https://know.esw.com/space/TDR/1234732368/Asynchronous+Integration) for guidance.

### Order and Line-Item Cancellation Flow <a href="#order-and-line-item-cancellation-flow" id="order-and-line-item-cancellation-flow"></a>

Order cancellation via ESW Customer Service Portal supports Full and Partial/Line-item order cancellation&#x73;**.**

#### Order Cancellation <a href="#order-cancellation" id="order-cancellation"></a>

To cancel an order, perform the following steps:

1. Login into CSP and search for your order.
2. Click on the **View Details** link to open the *Order details* page.
3. A pop-up will appear to confirm the order cancellation.
4. Click **Yes** on the pop-u&#x70;**.**
5. After a few minutes, you can view the credit memo by clicking the *Credit Memo* tab under *ORDER VIEW* in Adobe Commerce (Magento).

#### Order Item Cancellation <a href="#order-item-cancellation" id="order-item-cancellation"></a>

To cancel an order item,

1. Login into CSP and search for your order.
2. Click on the **View Details** link to open the *Order details* tab.
3. Allow the payment to be settled. It takes around 1.5-2 hours to automatically settle the payment. (Please reach out to ESW if the payment doesn't get settled)
4. To cancel an item from an order, check the ordered item that you want to cancel in *Order Items* section. Please note that the checkboxes for all order items will be disabled if the payment is not settled.
5. Once items are selected, click on **Cancel Selected** button.
6. A pop-up will appear to confirm the order cancellation.
7. Click **Yes** on the pop-up.
8. After a few minutes, you can view the credit memo by clicking the *Credit Memo* tab under *ORDER VIEW* in Adobe Commerce (Magento).

### Resolve cancelations sync issues <a href="#resolve-cancelations-sync-issues" id="resolve-cancelations-sync-issues"></a>

Additional information is available in the module logs, which can help identify any potential issues

<details>

<summary><strong>The store is not receiving webhooks from ESW.</strong></summary>

The integration relies on webhook functionality. For further details on how the integration works, refer to the [webhook integration section](https://know.esw.com/space/TDR/1234732351/Webhooks+Integration).

</details>

<details>

<summary><strong>The webhook was received, but the Credit Memo has not been created.</strong></summary>

The integration relies on asynchronous functionality. For further details on how the integration works, refer to the [asynchronous integration section](https://know.esw.com/space/TDR/1234732368/Asynchronous+Integration).

</details>


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