Orders that have not yet been fulfilled can be cancelled directly from the GiddyUp Platform. If an order has already been fulfilled, you will need to issue a refund instead.
Step-by-Step: Cancelling an Order
Step 1 — Locate the Order
From the left navigation menu, go to Orders. Use the search bar to find the order by the shopper's email address, name, or order number. Click the right arrow next to the order to open the Order Details page.
Step 2 — Click Actions → Cancel Order
In the top right corner of the Order Details page, click Actions and select Cancel Order.
Step 3 — Select a Cancellation Reason and Confirm
Choose a reason from the dropdown and confirm to complete the cancellation.
Step 4 — Review Cancellation History (Optional)
To view the cancellation reason for an order, scroll to the bottom of the Order Details page and click the Refunded (i) icon.
Important Notes
Cancel option not visible? If you don't see the Cancel Order option in the Actions menu, the order has already been fulfilled. In this case, you'll need to issue a refund instead — see Issue a Refund →
Refund vs. cancel: Cancelling and refunding have different effects on reporting and tax data. Use Cancel Order only for unfulfilled orders. For orders that have already been charged or shipped, use Issue Refund.
Payout impact: Cancellations are reflected in your payout reporting. See Understanding Refunds & Adjustments in Your Payout →
Need Help?
For issues cancelling an order, contact Platform Support via the Support tab in the platform.