Each cancellation or return you process for an order creates its own numbered record, separate from the order. Use this article to find those records, understand what each page includes, and reopen one you viewed recently.
Find an Order's Cancellations and Returns
- Open the order in Orders & Inventory.
- Open the Cancellations & Returns tab.
- Find the row for the record you need, labeled Cancellation #[number] or Return #[number], with its date. Select the row to open the full record.
What a Cancellation or Return Record Shows
When you open a cancellation or return, you see a read-only page that includes:
- The order’s billing and shipping details, plus a link back to the order.
- The date and time the cancellation or return was recorded.
- A line-by-line table showing what was undone. For a cancellation, the table shows whether the cancellation fee was waived for each line. For a return, it shows what happened to the stock for each line — put back into inventory, not returned, or kept as defective — and whether the restocking fee was waived.
- A Related Transactions tab that lists the credit memos, refunds, credits, and fee invoices created by the cancellation or return. If an order paid through installments is cancelled after some installments have been paid, Rhythm can create a separate refund for each paid installment, and each refund appears as its own entry on this tab.
- An Additional Details tab with any notes entered when the cancellation or return was processed.
You cannot edit, delete, or reverse anything from this page. If you need to undo a cancellation or return, use the separate action in Orders & Inventory. After an order has been cancelled, it cannot be voided, and any cancellation fee that was charged cannot be refunded later through that same cancellation process.
To confirm a refund, credit, or write-off amount, open the transaction record itself instead of relying only on the summary total shown on the order or cancellation record, because the two can occasionally disagree.
Warning
The Timeline tab on a cancellation or return record currently shows a fixed set of sample activities, not that record’s actual history. To understand what happened, use the line table, the Related Transactions tab, and the Additional Details tab.
Tip
An order's displayed status should update as soon as a cancellation or return is processed against it. If an order still shows as in progress or cancellable right after processing, edit any other detail on the order to prompt Rhythm to recalculate its status. If the status still does not update, contact Support with the order number.
Get Back to a Recently Viewed One
A return you opened recently appears in Recently Viewed Orders on the Orders overview, so you can reopen it without opening the order first. A cancellation you opened recently does not appear in that list today.
A link elsewhere in Rhythm that points to a specific cancellation opens that cancellation directly. There is no equivalent link for a specific return yet, so open a return from its order’s Cancellations & Returns tab.
Limitations
A customer’s cancellations and returns do not currently appear on the customer’s contact or organization record. To see what has been cancelled or returned for a customer, open the customer’s individual orders and check each order’s Cancellations & Returns tab.