ℹ️ To cancel orders that already have a generated shipping label and are in the Unshipped status, it is necessary to first cancel the label.
⚠️ If the order has already been scanned at the branch, delivered or shipped some time ago (e.g., it was returned to you because the customer did not pick it up or returned it), Alza usually refuses the cancellation. The app shows this right away together with Alza's message and does not offer to cancel again.
Please settle such an order with Alza through the Support section of Alza Trade.
Cancelling one order
In the Orders section, you will find the specific order you need to cancel by the order number (e.g., in case of its return). Click on the last icon of the three-dot menu, select "Cancel order" and confirm.
Cancelling orders in bulk
In the Orders section, select the orders you want to cancel, choose "Cancel orders" in the "Bulk Actions" menu and confirm. You will then see the result for each order.
What the result means
The cancel dialog shows the result with an explanation. In bulk cancel, each order shows one of these statuses:
Canceled – Alza confirmed the cancellation; the order is canceled.
Waiting for Alza – we sent the cancellation, but we do not have Alza's confirmation yet. Once Alza cancels the order, the order list shows it as Canceled. If it is not canceled within a few minutes, try cancelling it again later. If it is still not canceled after a few hours, please settle it with Alza through the Support section of Alza Trade.
Refused: delivered or Refused for good – Alza refused the cancellation and the app does not offer to cancel again. Please settle the order with Alza through the Support section of Alza Trade.
Refused by Alza – Alza did not cancel the order; you will see its message. You can try again. If Alza keeps refusing, please settle the order with Alza through the Support section of Alza Trade.
Failed – the cancellation could not be completed. Please try again later.
✅ The application will automatically recognize why the order needs to be canceled.