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Cancel or refund order items in Shopify

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Existing orders can be cancelled or refunded in Shopify from in Kustomer by agents. 

To create orders for customers see Create a Shopify order

Who can access this feature?
User typesAdmins can set up this integration. Agents can cancel or refund orders from the timeline.


In this article

Prerequisites

Refund or cancel items in an order

You can refund or cancel items in an order directly within the Shopify insight card or timeline layout by selecting an order and then selecting Update Order.

Here, you can choose whether you want to Refund or Cancel all or part of an order that has not been fulfilled. If an order is already fulfilled, you will not be able to select either of these options.

You may not see these options if:

  • You do not have the correct permissions to perform Shopify actions.
  • You are a legacy user and have orders that were processed using the old webhooks prior to upgrading to the new version of the app. Instead, you will see an order number that links to the Shopify order page. Actions will become available for an order if the order is updated from Shopify’s end after updating your app.

Refunding all or part of an order

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. 

The following additional options are available:

  • Refund Shipping is the amount of the original shipping amount that can be refunded. The total amount available is shown below the box.
  • Reason for Refund is a description of why the items are being refunded. This information will only be visible to other users of your Shopify instance.
  • Manual lets you override the refund total by manually entering a refund amount. 
  • Restock Items indicates that the refunded items will be restocked. 
  • Send a notification to the customer resultsin a notification sent to the customer that is controlled by preferences in Shopify.

    Note: The notification comes directly from Shopify and will not be viewable in Kustomer.

Once you are done entering the refund details, select Refund.

Canceling an order

If you cancel an order, all items in the order will be refunded, by default.

If the customer only wants to cancel part of their order, you can manually change the items that are being canceled by entering a different value in the Refund Payments section.