Letting customers cancel their own orders

A customer who changes their mind before the goods are moved can cancel the order from their own account. The module determines whether the cancel button is displayed by reading the states the order currently holds and comparing them with three configured lists.

The function depends on a setting located on a different screen. Without a state that means work on the order has begun, no order ever leaves the set of cancellable orders, and the button remains available while an operator is already collecting the goods.

Before you start

A state that means work has begun is required. This is usually a custom order state, sometimes an existing one. Whichever state it is, it must not be one of the states cancelling is allowed from.

A decision about refunds is also required. Cancelling stops fulfilment; the refund is settled separately. → Refunds

1. Name the state that means work has begun

Stockly → Settings → Order Packing → Order in progress state. The module moves an order into this state when the picking view is opened, and that is the signal every other screen reads. The field may be left empty, in which case the transition is skipped and no state marks an order as being worked on.

Caution

The module checks this setting: a shop that allows cancelling without naming this state raises the finding Customers may cancel their own orders, but no “order in progress” state is configured in Order packing — so nothing ever moves an order out of the cancellable set. → Configuration integrity

2. Switch cancelling on

Stockly → Returns → Settings → General → Let customers cancel their own orders.

Require a reason is optional. It adds one field to the customer’s dialogue, in which the customer selects from the return reason catalogue, restricted to the reasons marked for cancellation; the selected reason is stored with the cancellation for support to read afterwards.

3. Define the states an order may be cancelled from

Three lists are read together, and the order has to satisfy all three:

Setting	What it restricts
Allowed order states	the stage the order itself has reached
Allowed payment states	the stage the payment has reached
Allowed delivery states	whether any part of the order has already shipped

A list left empty imposes no condition on its dimension, so every state qualifies there. On payments and deliveries an order may hold several rows at once, and it qualifies when at least one of them is on the list; on a restricted dimension an order that has no such row at all does not qualify.

The order state machine is asked before the lists are read. The button is offered only where the machine defines a cancel transition out of the current order state, so an order that has nowhere to go is refused regardless of the configuration.

Caution

Do not put the in-progress state on the allowed list. The module marks that combination as critical: it offers the customer a cancel button while the goods are being picked. An empty list of allowed order states produces the same finding, because it admits every state, the in-progress one included.

Checking it works

Place a test order and open it in the customer account. The cancel button is displayed. Open picking for that order in Stockly and refresh the account page: the button is no longer displayed, because the order has moved into the in-progress state, which is not on the allowed list.

What this replaces

With this function enabled, the module’s own button replaces Shopware’s native cancel action for that shop, so customers are not offered two different routes with two different consequences.

Where to go next

• Returns settings — the rest of what the customer-facing side offers.
• Customer portal — where the button is located and what the customer sees.
• Packing settings — the tab that contains the in-progress state.