> ## Documentation Index
> Fetch the complete documentation index at: https://help.goodnative.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer cancellation

> Bloom lets customers cancel pre-order purchases while the order is 'on hold'

Until you start preparing the order, customers can cancel themselves from their order status page - cutting down on change-of-mind support emails.

## The customer's flow

* Sees a notice on the order status page after purchase
* Clicks **Cancel order** in the Bloom pre-order block
* Confirms in a *"Cancel this pre-order?"* step
* Order is cancelled and refunded through Shopify automatically

<Frame>
  <img src="https://mintcdn.com/goodnative/I8RaRWILVftSCzKT/images/pre-order_overview_cancel-order.png?fit=max&auto=format&n=I8RaRWILVftSCzKT&q=85&s=791aa95d1dec5a4db10a4cbb7a2f9aa7" alt="Shopper cancelling a pre-order from the order status page" width="2294" height="978" data-path="images/pre-order_overview_cancel-order.png" />
</Frame>

## Where the message appears

The line *"You can cancel this order any time before we begin preparing it."* shows in three places. The **Cancel order** button itself only lives on the order status page:

* **Checkout** (Shopify Plus) - the line shows in the pre-order banner.
* **Order confirmation email** - the line shows alongside the pre-order notice, with a link to the order status page where the customer cancels.
* **Order status page** - shows the line and the **Cancel order** button.

<Frame>
  <img src="https://mintcdn.com/goodnative/I8RaRWILVftSCzKT/images/pre-order_cancellation_messaging.png?fit=max&auto=format&n=I8RaRWILVftSCzKT&q=85&s=d8fc5d3ef165f9309ce6823c3089b769" alt="Pre Order Cancel Messaging" width="2006" height="858" data-path="images/pre-order_cancellation_messaging.png" />
</Frame>

## When it's available

Customers can cancel until you mark the order **In progress** or fulfilment begins. After that, the option disappears and they'll need to contact you.

<Note>
  Customers must be **logged in** to their store account to cancel.
</Note>

<Warning>
  Cancellation only works when your store is **live and has no password protection**.
</Warning>

## Turn it off (on request)

Customer cancellation is on by default. To disable it, contact [support@goodnative.co](mailto:support@goodnative.co) and we'll turn it off for you on request.

## Related

* [Pre-order overview](/bloom/pre-order/overview)
* [Updating pre-order info on existing orders](/bloom/pre-order/updates)
* [Pre-order order confirmation email](/bloom/pre-order/emails)