Instructions for canceling orders, assigning orders to a user on your ShipStation account, or put an order on hold.
When you manage orders, you may need to put some orders on hold, assign certain orders to specific users on your ShipStation account, or cancel the order in ShipStation to remove it from Awaiting Shipment or Awaiting Payment without shipping it.
The Hold action puts orders into the On Hold status until a specified date. This is useful for pre-orders, out of stock products, or delaying orders for any other reason.
When you find an order in the On Hold status via Quicksearch or Advanced Search, you can use the Remove Hold button to quickly move them out of the On Hold status. Select the order(s) you want to move out of On Hold status and click Remove Hold.
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You can continue to configure shipping and create labels for orders when they are in the On Hold status.
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The On Hold tag will appear next to the order number in the Order Details screen.
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Use Automation Rules to automate putting orders on hold. Review the Automation Rules article for details.
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Add the Hold Until column to show the Hold Until date in the Orders grid.
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Use filters and create custom views for On Hold orders.
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Some stores, like Magento, can import orders directly into the On Hold status. Automation rules will not run on these orders until they move to the Awaiting Shipment status.
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Orders that are On Hold will be updated to the Cancelled status if ShipStation receives a marketplace update indicating the order was cancelled.
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Orders that imported as Awaiting Payment and have not been paid will move to Awaiting Shipment when removed from On Hold status.
Assign orders to other users on your ShipStation account so your staff always knows what to work on. Used in conjunction with User Permissions, you can ensure all your staff knows what they should be working on as soon as they log in.
Use Automation to Assign Orders
Automation rules can also assign orders to your users as the orders import.
To learn how to automate the assign orders process, see our Automation Rules article.
Any shipments created for an assigned order will automatically be assigned to the same user.
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Enable the Assigned To column to view order assignments directly in the grid.
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You can change assignments at any time following the above procedure.
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When you assign an order to one of your users, the Order Detail’s Shipment Activity will log and show that assignee. This lets you easily see if an order was reassigned from one user to another.
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Automate order assignments using Automation Rules so orders are assigned as soon as they import into ShipStation.
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Any shipment records created from an assigned order will automatically be assigned to the same user. However, you can change which user the shipment is assigned to at any time without affecting the order assignment.
You can cancel orders if you are not going to ship them and need them removed from the Awaiting Shipment status. You can also restore orders in ShipStation if they were canceled by mistake.
If you are trying to cancel a fulfillment request, see our Cancel fulfillment article for instructions.
Cancel only affects orders in ShipStation
When you cancel an order or fulfillment in ShipStation, it will not affect the status of the order within your Selling Channel or Fulfillment Provider.
To completely cancel an order, it is best practice to cancel it from the selling channel. ShipStation will update the order as Canceled the next time you import orders from that store.
This process cancels the order in ShipStation. View Cancelled orders by selecting Cancelled in the order status sidebar.
You can then void the label and request a refund of the postage cost from your carrier. The order will still be cancelled even if the label cannot be voided by the carrier.
ShipStation will move the order back to the Awaiting Shipment status.
Alternatively, you can also open the Order Details screen for the cancelled order, then click the Restore button in the sidebar.
Voiding Labels
If you do not wish to cancel the order, but instead just cancel the shipment, you can do so by voiding the label. Voiding the label will remove the shipment from the order and move the order back to the Awaiting Shipment status.
If you are using ShipStation's Legacy Layout, use these instructions to hold, assign, and cancel orders.
The Hold action puts orders into the On Hold status until a specified date. This is useful for pre-orders, orders with out of stock products, or delaying orders for any other reason.
Hold Order Until Specified Date
ShipStation will move the order out of the Awaiting Shipment status and into the On Hold status. Click On Hold in the left-hand sidebar to view these orders.
Manually Remove Order From Hold
Notes About On Hold Orders
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Use Automation Rules to automate putting orders on hold. Review the Automation Rules article for details.
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Add the Hold Until column to show the Hold Until date in the Orders grid.
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The On Hold tag will appear next to the order number in the Order Details screen.
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Use filters and create custom views for On Hold orders.
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You can continue to configure shipping and create labels for orders when they are in the On Hold status.
-
Some stores, like Magento, can import orders directly into the On Hold status. Automation rules will not run on these orders until they move to the Awaiting Shipment status.
-
Orders which are put On Hold will be updated to the Cancelled status if ShipStation receives a marketplace update which indicates the order was cancelled.
Assign orders to other users on your ShipStation account so your staff always knows what to work on. Used in conjunction with User Permissions, you can ensure all your staff knows what they should be working on as soon as they log in.
You can assign an order with the Assign action button or with a bulk action.
Any shipments created for an assigned order will automatically be assigned to the same user.
If you need to assign the user to more orders than your page view size, you can use a bulk action to assign the users to all orders in the current view.
First, use search or filters to locate all the orders you want to assign to the user.
Notes About Assigned Orders
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Enable the Assigned To column to view order assignments directly in the grid.
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Automate order assignments using Automation Rules so orders are assigned as soon as they import into ShipStation.
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You can change assignments at anytime following the above procedure.
You can cancel orders if you are not going to ship them and need them removed from the Awaiting Shipment status. You can also restore orders in ShipStation if they were canceled by mistake.
Important
When you cancel an order in ShipStation, it will not affect the status of the order within your Selling Channel/Marketplace (with the Jet marketplace being the notable exception).
To completely cancel an order, it is best practice to cancel it from the selling channel. ShipStation will update the order as Canceled the next time you import orders from that store.
This process cancels the order in ShipStation. View Cancelled orders by selecting Cancelled in the order status sidebar.
ShipStation will move the order back to the Awaiting Shipment status.
Voiding Labels
If you do not wish to cancel the order, but instead just cancel the shipment, you can do so by voiding the label. Voiding the label will remove the shipment from the order and move the order back to the Awaiting Shipment status.