How to cancel an order on Shopify?

Knowledge Base > Shopify > How to cancel an order on Shopify?

Canceling an order on Shopify is a straightforward process, but it’s essential to handle it carefully to maintain good customer relations and manage your inventory correctly. Whether you’re a new store owner or just need a refresher, here’s a step-by-step guide:

Step 1: Access the Order

First, log in to your Shopify admin panel. Go to the ‘Orders’ section where you’ll see a list of all orders. Find the order you want to cancel by browsing the list or using the search function.

Step 2: Open the Order Details

Click on the order number or the customer’s name to open the order details page. This page shows all information related to the order, including products, customer information, and payment details.

Step 3: Check the Order Status

Before proceeding, ensure the order hasn’t been fulfilled. If the order is already shipped, you’ll need to handle it as a return rather than a cancellation.

Step 4: Cancel the Order

On the order details page, you’ll find a button labeled ‘More actions.’ Click on it, and you’ll see an option to ‘Cancel order.’ Selecting this option will open a new window for the cancellation process.

Step 5: Choose Refund Options

When canceling, you can choose whether to issue a refund. If you decide to refund, you can specify the amount – whether it’s the full sum or a partial refund. Shopify also allows you to restock the items and send a notification to the customer about the cancellation. Make sure to review these options based on your store policy and the specific situation.

Step 6: Confirm the Cancellation

After selecting your preferred options, click on the ‘Cancel order’ button. This action will finalize the cancellation. The order status will be updated to ‘Cancelled,’ and any refunds or restock actions you selected will be processed.

Step 7: Communicate with the Customer

It’s good practice to follow up with the customer, especially if they didn’t initiate the cancellation. A brief explanation and an apology can go a long way in maintaining a positive relationship. If the cancellation was due to inventory issues or other problems on your end, consider offering a discount or a special offer on their next purchase as a goodwill gesture.

Additional Considerations:

Cancellation Policy: Ensure your store’s cancellation policy is clear and accessible to customers. This transparency helps manage customer expectations.
Handling Payments: If the order was paid for using a third-party provider, the refund process might differ slightly. Be familiar with the policies of different payment gateways.
Inventory Management: Cancelled orders can affect your inventory levels. If you choose not to restock the items automatically, remember to update your inventory manually.
Cancellations are part of running an online store. Handling them efficiently and professionally helps maintain customer trust and ensures smooth operation of your business. Remember, each cancellation is an opportunity to showcase your customer service quality and potentially turn a negative situation into a positive customer experience.

Common Questions

  • Can I cancel an order after it's been fulfilled or shipped?

    Once an order has been fulfilled or shipped, it cannot be canceled through Shopify. In this case, you would need to process it as a return or exchange. Communicate with the customer to arrange the return and proceed with a refund if applicable.

  • Will Shopify automatically notify the customer when an order is canceled?

    Yes, if you choose the option to notify the customer during the cancellation process. It’s recommended to keep this option enabled to maintain transparency and good customer communication.

  • How are refunds processed when I cancel an order?

    When you cancel an order and choose to issue a refund, Shopify will process the refund through the same payment method the customer used. The time it takes for the customer to receive the refund depends on the payment method.

  • What happens to the inventory of the canceled products?

    During the cancellation process, you have the option to restock the items to your inventory. If you choose this option, the inventory will be automatically adjusted. If you don’t restock the items, you’ll need to manually adjust the inventory in your Shopify admin.

  • Can a customer cancel their order directly from my Shopify store?

    By default, customers cannot cancel orders themselves; the store owner or admin must do it. However, you can create a process through customer service for customers to request cancellations.

  • Is it possible to partially cancel an order?

    Shopify does not directly support partial order cancellations. If a customer wants to cancel only part of an order, you would need to cancel the entire order and create a new order with the items they still want to purchase.