Cancelling an order in Luminous involves up to three parts: removing the order from the pick list, pulling it back from ShipStation if it was pushed, and then changing the order status to Cancelled. The order matters, because Luminous can refuse a status change while the order is still on a pick list.

Before you start

  • The order must not be shipped. If it has already shipped, see the note at the end.
  • Only Fulfillment Orders are sent to ShipStation, not the Sales Order. Each Fulfillment Order becomes its own order in ShipStation. If a Sales Order was split, you may need to unpush more than one Fulfillment Order.

Step 1: Delete the pick list the order is on

If the order is part of an active pick list, your account may block the cancellation. When that happens, Luminous reports "Cannot update order status. Order is part of an active picklist."

  1. Go to the Pick Lists list and find the pick list that contains the order.
  2. Delete the pick list and confirm "Delete picklist?".
  3. The orders on that pick list go back to Not in picking, so you can regenerate a pick list for the other orders.

A pick list that has a work-in-progress bin is moved back to regular stock when you delete it.

Step 2: If the order was pushed to ShipStation, unpush it first

  1. Go to Operations > Fulfillment Orders.
  2. Find the Fulfillment Order(s) for the order.
  3. Open the row actions and choose Unpush from WMS. This action only appears on orders that have been pushed.
  4. Confirm Confirm Unpush from WMS. Luminous asks ShipStation to remove the order.
  5. When the unpush succeeds, Luminous clears the order's pushed state and updates its status.

Cancelling from the Sales Order screen does not automatically unpush the order from ShipStation. The automatic unpush only happens when the cancellation comes from the order's source channel, such as an upstream platform cancelling the order. So unpush the order yourself before you cancel it manually.

Step 3: Cancel the order

  1. Open the sales order list or the order page.
  2. Choose the row action Update Order Status. It can also be run on several selected orders at once.
  3. Set the status to Cancelled and save.

When an order is cancelled:

  • Luminous removes the order from its pick list.
  • Any client payment reserved to the order is released.
  • The change is recorded in the order's activity history.

If the order is already on a pick list and your account has the pick-and-pack protection enabled, the update is skipped and you see the message above. Delete the pick list (Step 1) and try again.

Cancelling only one line

To cancel a single item instead of the whole order, use Cancel Item on the Items tab of the sales order. You can enter a reason. It is not offered for lines that have shipped, been invoiced, or are already fully cancelled, or on cancelled orders.

Deleting a Fulfillment Order instead

If you want to remove just the Fulfillment Order, use Delete Fulfillment Order in the Fulfillment Orders row actions.

  • For a pushed order, Luminous first tries to remove it from the warehouse system.
  • If that fails, you can choose Delete anyway, or tick "Delete in Luminous only (do not remove from WMS)". In that case, check ShipStation yourself, because the order may still exist there.
  • This is not available once the order has a shipment or has shipped.
  • Delete can also remove the shipments linked to the order.

If the order has already shipped

If the order was shipped or partially shipped and you set it to Cancelled, Luminous deletes its shipments, which rolls the on-hand stock back. Check with your team before doing this.

See also: SOP: Fulfillment Workflow (Shopify → Luminous → ShipStation).