E-Commerce News

[Fiber]

I just can't understand your point of view about shipped or not, because EU regulations do not set apart.

Yes, it is quite confusing, I read through some things and actually that button should be available at all times within the legal time to cancel the order (this will vary per country)

Part of chatgpt's answer
Since you’re using PhoenixCart and already preparing to implement this:
Add the stop button in both the order summary and the customer account page.
Configure logic based on order status:
Not yet shipped:
→ The button cancels the order directly, refunds the customer, and notifies logistics.
Shipped:
→ The button starts the withdrawal/return process — showing return instructions and handling the refund according to your terms.

Make sure your terms & conditions clearly explain:

When shipping starts,
The effects of withdrawal,
Who covers return costs,
The refund timeline.

From a logistics perspective, if possible, automatically block shipments for orders that are “canceled” before dispatch — that saves costs and effort.

Summary

In short:

Yes — already shipped orders are still covered by the consumer’s right of withdrawal (as long as they’re within the 14-day period).
The stop button is a required, user-friendly way to exercise that right, not a replacement for your normal return process.
You can (and should) distinguish between unshipped and shipped orders in your system, as long as it’s clearly communicated to the consumer.
Focus on correct consumer information and smooth technical handling in PhoenixCart.

[Fiber]

I'd suggest there is a lot more to it than what is seen at first glance.

yep

EG:
Customer orders a dress.
They wear it to a party, it gets stained.
They cancel.

THen what?

Yes, okay, but it's always been that way. It seems like a good idea to include it in your terms and conditions to "rule out" such practices to the extent possible. But indeed, there are some things to consider with such a button.

[raiwa]

@burt , @ecartz , are there plans to address order cancel in core?
Otherwise I would go for an addon.

[burt]

@raiwa if my understanding is correct, it's EU shopowners who need it, so it is likely best as an addon.

[raiwa]

Planned features and functions Order Cancel Addon:

Shop side:

• Main module: Footer Content Module showing "Cancel Order" Button shows always and links to "Cancel Order" Page

• Main Module holds Configuration settings:
  • Days order can be cancelled after placed
  • Days order can be returned after received
  • Show Cancel button in Orders Listing on account_history.php
  • Show Cancel Button on Order Details on account_history_info.php
  • Add Cancel Link to Order Confirmation Mail
  • Add Cancel Link to Order Update Mail

• "Cancel Order" Page: Shows Order ID and Customer Email input.
  Optional shows text and Link to Login Form.

• Optional "Cancel Order" Button added to Orders Listing on account_history.php

• Optional "Cancel Order" Button added to Order Details on account_history_info.php

• When Order is cancelled via Cancel Button, new order cancel page shows with confirmation request and text:
  • Case: Order has not been dispatched/shipped:
    Text refund ASAP and status change to new cancelled status
  • Case: Order has been dispatched/shipped:
    Text "return order" with link to shipping and returns page

• Cancel order triggers orders status change to "Cancelled" or "Return and confirmation order update mail to customer and optional copy to store owner via " Send Extra Order Emails To" setting.

• Guest order support

Admin Side:

• Optional Dashboard Module showing Cancelled Orders with links to Orders.

• Optional Alert Message on Orders Page if there are Cancelled Orders.

Thoughts, suggestions, anything missing, anything unnecessary?

[Fiber]

Thoughts, suggestions, anything missing, anything unnecessary?

A customer cancels an order, thinks after two hours, "Oh, I shouldn't have done that," and wants to reinstate the order. What's a reasonable timeframe? and is it a good idea?

Checkboxes for the cancel and return buttons, do you really want this?

[azpro]

A customer cancels an order, thinks after two hours, "Oh, I shouldn't have done that," and wants to reinstate the order. What's a reasonable timeframe? and is it a good idea?

Checkboxes for the cancel and return buttons, do you really want this?

Isn't that "overthinking"? - Let @raiwa first create the addon - see how it works out - than help make the addon better!

[raiwa]

Checkboxes for the cancel and return buttons, do you really want this?

No, there will be an auto check depending if the order is already dispatched/shipped. If not shipped->auto set status to "Cancelled Order". If shipped -> auto set status to "Returned Order".
All automatic.
There will be configuration settings for to cancel after max. days since purchase, and return after max. days order has been received. Both also linked to allowed order statuses.

A customer cancels an order, thinks after two hours, "Oh, I shouldn't have done that," and wants to reinstate the order. What's a reasonable timeframe? and is it a good idea?

I think this would be overengineered.
Once the order has been cancelled, the Store team may have already refunded the payment. If the customer changes mind again, he can always contact via mail or contact form or place the order again.

[Fiber]

Okay, I was just thinking out loud about what could happen with a button like that.

[raiwa]

First version screenshots:
Admin footer module (main module):

admin_01.jpg

Footer module:

footer_module.png

cancel page step 1:
logged in user: 1 order can be canceled/returned:
mail and order id autopopulated

cancel_page_guest_step1.jpg

cancel page step 2
(order details accordeons)

cancel_page_step_2.jpg

cancel page step 3

cancel_page_step_3.png

order_history:
logged in users, more that 1 order can be canceled/returned:
redirected from cancel page:

order_history.png