Common Issues

Order Cancellation Button Is Missing

Check:

• order status is included in Allowed Order Statuses for Cancellation
• admin user role has permission for order cancellation
• module is enabled and cache is clean

Mass Action "Cancel Order" Does Not Cancel All Selected Orders

Expected behavior:

• orders not in allowed statuses are skipped
• only allowed orders are processed

Check:

• selected orders include mixed statuses
• status allowlist configuration is correct

"Order is not in an allowed status."

Cause:

• order status is currently not allowed by configuration

Fix:

• add the required status in Allowed Order Statuses for Cancellation
• or cancel the order via the standard Magento flow where applicable

"Order cannot be cancelled."

Possible causes:

• order state/status progression blocks cancellation in current context
• payment/order state handling failed during processing

What to do:

• review order timeline and current state
• check var/log/system.log and var/log/exception.log
• retry after correcting status/configuration

Customer Does Not Receive Cancellation Email

Check:

• Enable Email Notification is enabled
• Email Sender and Email Template are configured
• order has a valid customer email
• Magento mail transport is working

Cancellation Comment Not Visible in Frontend

Check:

• Display on frontend is enabled
• comment text is configured
• customer is viewing the same order/store scope