Canceling a Shopify Order in a DecoNetwork Affiliate Store

This guide shows Affiliate Store operators how to cancel a Shopify order inside a DecoNetwork Affiliate Store, and clarifies the system policy on deleting vs cancelling orders for audit and accountability.

• Why cancel vs delete (and the audit policy)
• Prerequisites
• Cancel a Shopify order in an Affiliate Store
• Best-practice tips
• Troubleshooting
• FAQs
• Additional resources

Why: cancel vs delete (and the audit policy)

In integrated Shopify workflows, order records must be preserved to maintain financial traceability and operational accountability. Cancelling keeps a non-fulfilling order visible for audits and reconciliation, while deletion removes it entirely. To protect data integrity, DecoNetwork restricts deletion to safe cases only.

• Delete only applies to non-live (test/draft) orders created for setup, training, or validation.
• Cancel applies to live customer orders so that financial, customer, and operational history is retained.

Prerequisites

Cancel a Shopify order in an Affiliate Store

1. Log into your DecoNetwork website.
2. Browse to Admin > Websites.
   

   Click on the Manage button beside the store you want to configure.

   
3. Select FulFill Shopify Orders from the Store menu.
   

   The Fulfill Shopify Orders page is loaded in the work area.

   

   

   Click the image to enlarge.

4. Click on the Orders tab.
   
5. Click on the order number of the order you want to cancel.
   

   Note that only orders that have not yet been pushed into Business Hub for fulfillment can be canceled from this screen. The status of orders not yet submitted to BH for fulfillment is highlighted in yellow. (The status of submitted orders is highlighted in green).

6. Click on the Cancel button.
   
7. Optionally, enter a reason for the cancellation in the Cancel Order confirmation popup.
   
8. Click OK.
9. Verify status and notes
   Ensure the order now shows a Cancelled status and that your reason/comment is recorded.
   Records remain available for audit and reconciliation.

Best-practice tips

• Add a reason on cancel: Always enter a concise reason (e.g., “Customer requested cancellation,” “Payment failed,” “Duplicate order”).
• Coordinate refunds: If payment was captured in Shopify, ensure the refund is processed in Shopify and any related accounting steps are completed.
• Watch submission timing: If an order has already moved to Business Hub, switch to the Business Hub cancellation process to keep systems in sync.
• Train with test orders: Use test/draft orders for onboarding and delete them as needed to keep training data tidy.

Troubleshooting

• “Delete” is missing for a live order: This is by design. Only test/draft orders can be deleted; use Cancel Order instead.
• Cancel button disabled or not present: The order may have been submitted to Business Hub. Use the Business Hub cancellation workflow.
• Status mismatch between Shopify and DecoNetwork: Confirm you cancelled in the correct system and re-sync if applicable. For paid orders, ensure any Shopify refund is completed.
• Order not found in the Affiliate Store: Verify you are managing the correct Affiliate Store linked to the originating Shopify shop.

FAQs

Can I delete a real customer order?
No. Live customer orders must remain for audit and can only be cancelled—not deleted.

How do I cancel after submission to Business Hub?
Use the Business Hub Processing Cancellation Requests workflow (see Additional resources).

Do I need to refund in Shopify?
If payment was captured, yes—process the refund in Shopify per your payment policy, and ensure records align across systems.

Additional resources

• Processing Cancellation Requests of Shopify Orders in DecoNetwork (Business Hub)
• Canceling a Shopify Order Fulfilled by DecoNetwork
• Fulfill Shopify Orders