This guide walks you through cancelling an order, partially or in full, while it's still Open.

When can I cancel the Order?

You can cancel an order if you're unable to fulfil it - due to insufficient stock or being unable to meet the dispatch deadline, as long as the order is still unprocessed and in the Open status.

Once an order has been processed (status: Ready to Ship), it can no longer be cancelled from your end. Contact our Customer Service Team at isc.cs@changiairport.com for assistance.

Full Order Cancellation

Go to Orders → All Orders → Click the Order ID of the order to cancel
Click Cancel Order/SKU
Select Full Order Cancellation
Select the Cancellation Reason from the drop-down → Yes. Order status changes to Cancelled.
Select Full Cancellation
State Cancellation Reason

Partial Order Cancellation

Go to Orders → All Orders → Click the Order ID of the order to cancel
Click Cancel Order/SKU
Select Partial Order Cancellation → Select the products that cannot be fulfilled.
Quantity to Cancel: Select from the drop-down.
Cancellation Reason: Select from the drop-down. → Yes. SKU status changes to Cancelled.
Select product to cancel
Select Cancellation Reason
Confirm the cancellation

Preventing Order Cancellations

Keep Stock Quantity and Out of Stock Quantity accurate for all products.
Turn on restock alerts.
Know your fulfillment mode and the deadlines.
Process orders promptly once received rather than letting stock sit unconfirmed.