In this guide were going to be talking about how to cancel a shipment that has been booked out with Royal Mail.
Please note: this can only be performed if you haven't manifested your orders for the day.
If you have performed a manifest you will have to get in touch with your Royal Mail OBA account manager to cancel your shipment.
Please Note: This process will also void any line items that are associated with your previous shipment. This is to allow the new shipping data to be sent back to your sales channel when your mark the order as dispatched.
- Check you haven't manifested today's orders
Cancelling a Royal Mail shipment in Zenstores can only be done before you have run your daily manifest. If you have already performed a manifest for the day, you will need to contact your Royal Mail OBA account manager directly to request the cancellation.
- Click the courier icon on the order
Locate the order you want to cancel in Zenstores and click on the courier icon associated with that order. This will open a pop-up with cancellation options.
- Select 'Cancel with the courier and void shipment'
In the pop-up, click 'Cancel with the courier and void shipment'. This sends a cancellation request to Royal Mail and may take a few seconds to process. It also voids any shipments on the associated line items.
- 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 Royal Mail. Wait for this message before proceeding. Note that all line items associated with the previous shipment will also be voided, which allows new shipping data to be sent back to your sales channel when you mark the order as dispatched.
- Create a new shipment and mark as dispatched
Once the cancellation is confirmed, create a new shipment on the order with the correct details. When you are ready, mark the order as dispatched so the updated shipping data is sent back to your sales channel.
Frequently Asked Questions
Can I cancel a Royal Mail shipment after I've run the daily manifest?
No — once you have manifested your orders for the day, you cannot cancel the shipment through Zenstores. You will need to contact your Royal Mail OBA account manager directly to request the cancellation.
What happens to my line items when I cancel a shipment?
When you cancel a shipment, all line items associated with that shipment are also voided. This is intentional — it clears the previous shipping data so that the correct new shipping data can be sent back to your sales channel when you mark the order as dispatched.
How long does the cancellation take to process?
The cancellation request is sent to Royal Mail immediately after you click 'Cancel with the courier and void shipment', but it can take a few seconds to complete. Wait for the confirmation message to appear on the order before taking any further action.
Do I need to create a new shipment after cancelling?
Yes. Once the cancellation is confirmed, you will need to create a new shipment on the order with the correct details. After creating the new shipment, mark the order as dispatched to update your sales channel.
What if I can't find the courier icon on my order?
The courier icon is only visible on orders that have an active shipment booked with Royal Mail. If you cannot see it, the shipment may have already been cancelled or the order may not yet have a label generated. Check the order status and ensure a label has been created before attempting to cancel.
