Cancelling deliveries

You can cancel a Trexity delivery from the order details page (one at a time) or from the orders list (many at once). What happens next depends on how far along the delivery is.

Cancel one delivery

1. Open the order in Shopify Admin.
2. In the Trexity panel, click Cancel.
3. Confirm in the dialog. The delivery is cancelled and the order’s tag flips to TRX: Cancelled.

The Cancel button only appears when the delivery is in a cancellable state. Once a driver is en route to the customer, cancellation is restricted (see “Cancellation fees and restrictions” below).

Cancel several deliveries

For the bulk-cancel case (e.g. an unexpected closure or a wrong batch):

1. Go to Orders in Shopify Admin.
2. Select the orders whose deliveries you want to cancel.
3. Click More actions → “Trexity: Cancel deliveries”.
4. A preview modal opens showing each selected order:
   • Free to cancel — no fee.
   • Cancel with fee — shows the exact fee amount.
   • Terminal — already delivered, cancelled, or expired; excluded.
   • Contact support — driver is too far along; needs Trexity support intervention.
5. Confirm. Each eligible delivery is cancelled and tagged TRX: Cancelled.

Cancellation fees and restrictions

Trexity’s cancellation policy mirrors what you see in the preview modal:

The exact penalty is calculated from the delivery’s initial fare. The preview modal always shows the actual number for that order before you confirm.

What happens after cancel

• The order is tagged TRX: Cancelled in the orders list.
• The Shopify fulfillment record is cancelled if one was created (the customer’s tracking page reflects this).
• The Trexity panel on the order details page now shows a “Prepare” button — one click to recreate a delivery from the same order (e.g. for the “wrong delivery, redo it” pattern).

Recreating a cancelled delivery

1. Open the order in Shopify Admin.
2. In the Trexity panel, click Prepare.
3. A fresh delivery is created with the same settings inherited from the cancelled one (service type, options, etc.). It re-enters the normal flow (batch queue or JIT schedule, depending on the location).

This is the standard pattern for “cancel and redo” — no need to involve support unless the cancellation was past the cutoff.

Common questions

“Why is this order showing ‘Contact support’ in the modal?” The courier is past the point where the merchant can self-serve cancel (out for delivery or arriving). Email support@trexity.com with the order number — we can usually still cancel manually for an extra fee.

“I bulk-cancelled 9 orders but only some got the TRX: Cancelled tag.” We fixed this earlier in 2026; if you still see partial tagging, refresh the orders list or open each order block to force a tag refresh. If it persists, email support so we can investigate.

“Will the customer get an email when I cancel?” The Shopify fulfillment is cancelled, but Shopify does not send a customer email on cancel by default. If you want the customer notified, do it from Shopify’s normal order-cancel flow (or send a manual email) — that’s outside Trexity’s scope.

“Can I refund the delivery fee?” For non-cancellable states, delivery refunds are handled by Trexity support, not in the Shopify app. Email support@trexity.com.