Either the Cancel order option is not showing at all, or it shows and the customer is told they cannot cancel. Work through the checks below in order. The customer's message usually tells you which one it is.
If the option does not show at all
Is Tacey placed on the page? Turning tools on in Tacey does not add them to your store. The Tacey block has to be added in Shopify's checkout and customer accounts editor, on the Thank you page and the Order status page. If no Tacey tools show at all, this is almost always why.
Is Cancel order turned on? Open Editing Tools → Tools → Cancel order. The page says Cancel order is off. Your customers cannot see it. if it is off.
Is customer editing on? In Editing Tools → Global settings, Let customers edit their own order must be on. While it is off, Cancel order does not appear.
If the customer sees a message instead
Each message below is exactly what the customer sees, and what it means for you.
The customer sees | Why |
"The time to make changes to this order has passed." | The edit window has closed. Cancel for them in Shopify, or lengthen the window for future orders. |
"You've reached the maximum number of changes allowed on this order (3)." | They have used up Maximum edits per order on earlier changes. |
"This order is held for review, so it cannot be changed here." | The order carries one of your Blocked order tags. |
"This order was paid with Shop Pay Installments, so it cannot be changed here." | Shopify does not let apps change these orders. |
"This order was created by another app, so it cannot be changed here." | Orders created by another app are refused. |
"Payment for this order has not completed yet, so it cannot be changed." | Shopify has not finished taking payment. |
"This order is too old to be changed." | Orders placed before 2019. |
"This order was combined with another one, so it cannot be cancelled here." | Another order was merged into this one. Cancelling it here would not undo the merge. |
"This order was combined with another one, so it cannot be changed here." | This order was merged into another and is already cancelled. |
"This order has been cancelled, so it cannot be changed." | It is already cancelled. |
Every one of these messages ends by asking the customer to reply to their order confirmation email, so they can reach you.
If the customer pressed Cancel my order and it failed
They picked Other and left the box empty, or you have a reason list and they did not choose one. They see "Please tell us why, so we can help." and can try again.
Shopify refused the cancellation, for example because of the order's fulfillment state. Nothing changes on the order, and the order's Reconciliation ledger in Tacey shows Shopify refused this change with Shopify's reason.
What you can do instead
You can always cancel the order yourself in Shopify, whatever Tacey allows. A cancellation you make in Shopify does not appear in Tacey's ledger, because Tacey did not make it.
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