To reverse a sale, you usually want a refund or a cancellation rather than a delete. Both keep the order on record. See How fulfilment works.
Who can delete an order
You need Manage access to Orders. Deleting is available on any order, whatever its status.Delete the order
1
Open the order
Go to Orders and open the order. The orders list has no delete action of its own.
2
Choose Delete Order
Open the actions menu and choose Delete Order.
3
Confirm
Select Delete. The order leaves your list and you return to Orders.
What happens to the keys
Keeping the record of a delivered order means the buyer’s delivery link keeps working after you delete it, and its order number is never reused. A refunded order’s link was already revoked by the refund, so it stays revoked.
If the delete is refused
Deleting an order whose keys are still being delivered can be refused, for example when fulfilment is in progress at that moment. The message names the order and how many reserved keys it still holds, and asks you to try again once fulfilment settles. Wait a moment, then delete it again. The order is left untouched until the delete succeeds, so no key is lost along the way.Tickets and keys that point to a deleted order
A support ticket raised against an order keeps its order reference after the order is deleted. The ticket shows the order ID with the warning “This order might have been deleted.” Following the link to the order opens an Order not found page with the same message. On a product’s keys page, a sold key from a deleted order still shows the order number it was sold on. Selecting it opens the same Order not found page.Next
How fulfilment works
Refund or cancel an order instead of deleting it.
Key details
Follow a key’s history on its product’s keys page.