Whether a customer changed their mind, placed a duplicate order, or you spotted an issue that needs to be fixed before it ships, you can cancel an order from your BrandSKU dashboard — as long as it hasn't entered production yet.
Note: Most orders cannot be cancelled once they enter production, as all products are custom-made. Please contact us as soon as possible if you need to cancel.
Important Cancellation Policy
- BrandSKU's system processes orders automatically, meaning they go directly into production once paid.
- Once an order is in production, cancellation is usually not possible.
- If you need to cancel part or all of your order, request a cancellation from the order details page or contact support immediately. We'll try our best to accommodate your request, but in most cases cancellation will not be successful.
When You Can Cancel an Order
Whether you can cancel depends on the order's current status.
Pending Payment or Pending Sync
The order hasn't been paid or fully processed yet. You can cancel it at any time without contacting support, and no charges will apply.
Being Fulfilled
Once payment is received, the order enters production automatically and cancellation is no longer guaranteed. Whether it's still possible depends on how far along the order is — contact support immediately with your order number to request a cancellation.
Shipped or Completed
Once the order has left the warehouse, it can no longer be cancelled. The package will be delivered to the address on the order.
How to Cancel an Order
If the order is still in Pending Payment or Pending Sync status, follow these steps.
- Go to Dashboard → Orders → My Orders.
- Find and open the order you want to cancel.
- Click Cancel Order at the top of the order details page.
- Confirm the cancellation when prompted.
The order status will update to Cancelled, and you'll see the cancellation reflected on the order details page.
Note: If the Cancel Order button isn't visible, the order has already moved into production and can no longer be self-cancelled. Contact support to request cancellation.
What If My Order Cannot Be Cancelled?
If cancellation isn't possible but the order hasn't shipped yet, you still have a few options:
- Refuse delivery. When the package arrives, you can choose not to accept it, and it will be returned to BrandSKU.
- Request a shipping refund. If the order hasn't shipped yet but can't be cancelled, contact support to request a refund of the shipping fee.
We apologize for any inconvenience this may cause and appreciate your understanding.
Cancelling an Order Synced from Your Store
If the order came from a connected store (Shopify, TikTok Shop, Wix, or Etsy), keep in mind:
- Cancelling the order in your store will not automatically cancel it in BrandSKU. You need to cancel it in both places separately.
- Cancelling the order in BrandSKU will not automatically cancel it in your store or refund the customer. You'll need to process the customer refund on your store's side.
Tip: To avoid an order being fulfilled after you've already refunded the customer, cancel the BrandSKU order first, then process the refund in your store.
If you have any questions or need assistance, feel free to reach out to [email protected] and our team will get back to you as soon as possible.
Early access
