Orders on VTEX can be canceled at practically any status during their evolution. It must be stressed that once canceled, the order status cannot be altered.

Orders with partial invoices cannot be canceled. If the customer wants to replace or remove items from the order, it is possible to change the order.

There are two ways of doing this, through the VTEX Admin or API.

1. In the VTEX Admin, go to Orders > All Orders, or type All orders in the search bar at the top of the page.
2. In All orders, access the desired order.
3. In the top pf the page, click Cancel order.
4. Fill in the fields.
5. Click Confirm.

When the status of the order is Ready for Handling or Handling Shipping, cancellation must be done twice. This is because when you click on the button for the first time the status is changed to Cancellation requested. When the status of the order is Cancellation requested, just click again on Confirm cancellation to change the order to Canceled. If you want to continue with this order, just enter the tax receipt.

It is not possible to change an order when its status already shows Invoiced.

Using the ERP, this action can take place through our REST API, according to our ERP Integration Guide. You can use the Cancel order endpoint.

When the order cancellation is requested by the customer, the flow is different. Refer to this article to unserstand how cancellation happens in such case.