To cancel an order with an offline or cash payment method that has a "Pending" status in Shopify, you'll need to cancel the payment first and then cancel the order to release the stock.
To cancel the payment order, follow these steps:
Log in to your Shopify dashboard.
Go to the Orders section and select the order for which you want to cancel the payment.
Copy the link that appears below the "cancel_url" description in the Notes section, paste it into your browser, and that's it!
You'll notice that the payment status for that order will change from "Pending" to "Expired" in your Shopify dashboard. Please note that this action is irreversible.
To cancel the order and release the stock of your product, follow these steps:
Within your Shopify dashboard, go back to the order you want to cancel.
Under the "More actions" button, select the "Cancel order" option and choose the reason for canceling the order.
Make sure to check the box that says "Send a notification to the customer" so that your buyer knows they no longer need to make the payment, and that's it!
While the order and payment were successfully canceled in your Shopify dashboard, you may still see the transaction listed as "Pending" in your dLocal Go platform. This simply means that the offline payment method chosen by your customer has not yet expired.
If your customer pays the transaction voucher using their chosen offline payment method, the payment status for that transaction will change from "Pending" to "Completed" in the Transactions section of your dLocal Go account. If this happens, the order will not reopen or reserve the stock again, so you'll need to contact your buyer to manage the purchase.