In this guide were going to be talking about how to cancel a shipment that has been booked with one of our courier's integrations. This includes APC Overnight and Parcelforce.
This guide will not work with DPD or Parcel2Go. If you need to cancel shipments for either DPD or Parcel2Go then please get in touch with us.
- Click the courier icon on the order
In your Zenstores orders list, locate the order you want to cancel. Click on the courier icon displayed on that order to open the shipment options pop-up.
- Select 'Cancel with the courier'
In the pop-up that appears, click the 'Cancel with the courier' button. This sends a cancellation request directly to the courier. The process can take a few seconds to complete, so allow a brief moment for the request to be processed.
- Confirm the cancellation message
After a few seconds, the order will update with a confirmation message indicating that the shipment has been successfully cancelled with the courier. Once you see this message, the cancellation has been registered.
- Void the shipment in Zenstores (optional)
If you also want to mark the order as unshipped within Zenstores, click the 'Void' link. This removes the Green Truck icon from the order and marks it as new again. This step is optional but recommended if you intend to rebook the shipment or need the order to appear in your New orders list.
- Verify the order has returned to New orders
Once you have clicked the Void link, all line items on the order will no longer be marked as shipped, and the order will move back to your New orders list. You can now rebook the shipment or take any further action needed.
Frequently Asked Questions
Which couriers can I cancel shipments for using this process?
This cancellation process works for all carriers that support cancelling shipping labels such as APC Overnight, Royal Mail, and Parcelforce.
What is the difference between 'Cancel with the courier' and 'Void'?
'Cancel with the courier' sends a cancellation request to the courier's system, stopping the shipment from being processed. 'Void' is a separate action within Zenstores that marks the order as unshipped in your account. You should use both if you want the order fully reset — the courier cancellation alone does not update the order status in Zenstores.
How long does it take for the cancellation to be confirmed?
The cancellation request is typically processed within a few seconds. After clicking 'Cancel with the courier', wait briefly and the order will update with a confirmation message once the cancellation has been registered with the courier.
Can I rebook a shipment after cancelling it?
Yes. If you also click the 'Void' link after cancelling with the courier, the order will be moved back to your New orders list with all line items marked as unshipped. From there you can rebook the shipment with the same or a different courier service.
What should I do if I need to cancel a DPD or Parcel2Go shipment?
The standard courier cancellation process in Zenstores does not support DPD or Parcel2Go. If you need to cancel a shipment with either of these carriers, please get in touch with the Zenstores support team who will be able to assist you.
