# Canceling or refunding order items in Shopify

> Existing orders can be cancelled or refunded in Shopify from in Kustomer by agents.

Source: https://help.kustomer.com/en_us/use-actions-in-shopify-ByiQKno0I

Last updated: 2026-05-27T22:56:06.934Z

Human reps can refund or cancel Shopify orders directly from Kustomer without opening Shopify. Use these actions when a customer wants to return items, receive a refund, or cancel an unfulfilled order.

This article covers refunding and canceling existing Shopify orders. To create or duplicate an order, see [Create a Shopify order](https://help.kustomer.com/en_us/create-a-shopify-order-rJlY4cuKi). 

**Who can access this feature?**

**User types**

Admins can set up this integration. Agents can cancel or refund orders from the timeline.

  

### In this article

*   [Prerequisites](#prereq)
*   [Refund or cancel items in an order](#cancelitems)
*   [Refunding all or part of an order](#refund)
*   [Canceling an order](#cancelorder)

### Prerequisites

Before agents can refund or cancel Shopify orders from Kustomer, make sure:

*   The Shopify app is installed and connected to at least one Shopify store. See [Integrate with Shopify](https://help.kustomer.com/shopify-integration-rkei5NSL) article.
*   The order has synced to Kustomer.
*   The order includes a customer email address.
*   Agents have access to Shopify actions in their permission set. For more information, see the [Best practices permission sets article, Shopify actions section](https://help.kustomer.com/en_us/best-practices-permission-sets-B1Gdh27gL#ShopifyActions).

### Refund or cancel items in an order

You can refund or cancel items in an order directly within the Shopify [insight card](https://help.kustomer.com/shopify-insight-card-B1qNbYNYI) or [timeline layout](https://help.kustomer.com/en_us/shopify-timeline-layout-ByXsQOs0L).

You can refund or cancel an order from the Shopify insight card or Shopify timeline layout.

To open order actions:

1.  Open the customer or conversation that contains the Shopify order.
2.  Find the order in the Shopify insight card or timeline layout.
    1.  **Issue Credit** - used to refund all or part of a transaction.
    2.  **Return label** - Create a return label.
    3.  **ReShip -** can re-send the product. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5190867c1853d5ff86c3361b2443278c.png)  

In some Shopify layouts, you may first need to select **Update Order**, then choose whether to refund or cancel the order.

> **Note:** The available actions depend on the order status, payment status, payment method, store connection, and your permissions.

### Refunding all or part of an order

You can refund or cancel items in an order directly within the Shopify [insight card](https://help.kustomer.com/shopify-insight-card-B1qNbYNYI) or [timeline layout](https://help.kustomer.com/en_us/shopify-timeline-layout-ByXsQOs0L). Click **Issue Credit** or **Refund** to refund the selected items, shipping costs, or a custom amount.

To refund the order:

1.  In **Items and Shipping**, select the quantity of each item to refund.
2.  Enter a shipping refund amount, if applicable.
3.  Review the refund summary.
4.  Select **Refund**.

If you choose to refund an order, select the quantity of items per SKU to refund. The Summary section of the Refund window will show the total amount that is going to be refunded, including any applicable discounts. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8d902ecf7382dd632a84326460734817.png)

  

### Refund options

Option

Description

**Refund shipping**

The amount of the original shipping charge to refund. The maximum refundable amount appears below the field.

**Reason for refund**

The reason the items are being refunded. This is visible in Shopify.

**Manual**

Lets you override the calculated refund total by entering a specific refund amount.

**Restock items**

Restocks the refunded items in Shopify.

**Send a notification to the customer**

Sends the customer a Shopify refund notification, based on the store’s Shopify notification settings.

> **Note:** Customer notifications are sent by Shopify. They are not sent by Kustomer and are not visible in the Kustomer timeline.

## Cancel an order

Use **Cancel** to cancel an order and refund payment for the selected items.

Canceling an order selects all line items and the full refundable shipping amount by default. You can adjust the selected items or refund amount before canceling.

To cancel an order:

1.  Open the order actions menu.
2.  Select **Cancel**.
3.  Review the selected items and shipping amount.
4.  Adjust the refund details, if needed.
5.  Select **Cancel Order**.

> **Important:** Canceling an order can’t be undone.

## Why an action might be unavailable

You may not see refund or cancel actions, or the actions may be disabled, when:

*   You do not have permission to perform Shopify actions.
*   The order is unpaid.
*   The order has already been fully canceled and refunded.
*   The order uses multiple payment methods. Open the order in Shopify to update it.
*   The order is not associated with a connected Shopify store.
*   The order was processed using legacy webhooks before the Shopify app was upgraded.
*   The order status does not support the selected action.

For legacy Shopify orders, you may see only an order number that links to the order in Shopify. Actions can become available after the order is updated in Shopify and synced back to Kustomer.**Refunding all or part of an order.**