Turn on the Cancel order tool. Customers then get a Cancel order option on their Thank you page and Order status page, see where their refund will go before confirming, and cancel without emailing you. Shopify processes the cancellation and refund, and Tacey records it.
Before you start
Customer editing must be on. Cancel order only appears while the edit window is open. See Editing Tools → Global settings → Edit window.
The Tacey block must be placed in Shopify's checkout and customer accounts editor, on the Thank you and Order status pages. Turning a tool on does not add it to your store by itself.
How to turn it on
Open Editing Tools and go to the Tools tab.
Open Cancel order.
Choose your settings (below) and click Save.
Click Turn on to switch the tool on.
The settings
Setting | Default | What it does |
Where the refund goes | Back to their original payment method | Or Let the customer choose between their original payment method and store credit. |
Return the items to inventory | On | Adds every item on the cancelled order back to your available stock. |
Ask why | Off | Makes the customer give a reason before the cancellation goes through. |
Cancellation reasons | None | A list of reasons to choose from, one per line. Other is always added. |
Days until store credit expires | Never expires | Only used when the customer picks store credit. |
Store credit bonus | 0 | Not active yet. No bonus is added today. |
What the customer sees
They click Cancel order on their order page.
They are asked Cancel your order? with a notice about the refund, for example "Your refund will go back to your original payment method." They choose Yes, continue or No, keep my order.
They are asked Why are you cancelling? This is optional unless you turned on Ask why or added reasons.
If you let them choose, they pick Where should your refund go?
They press Cancel my order.
They see Your order is cancelled, with where their refund is going.
What happens to the order
Shopify cancels it, with the cancel reason set to the customer. If they gave a reason, it is added to the order's staff note in Shopify so you can read it on the order itself.
The refund is sent as part of the cancellation, to the destination above, for the amount Shopify calculates. It does not wait for Approve refund.
Stock goes back if Return the items to inventory is on.
The ledger records Order cancelled, with the reason and where the refund went. Shopify finishes a cancellation a moment after accepting it, so the row shows Confirmed once Tacey has seen it complete.
What this does NOT do
It does not send a cancellation email. Shopify's own cancellation email is switched off for these cancellations, and Tacey does not send one either. The customer sees the confirmation on the page. If you want to email them, do it from Shopify.
It does not work on every order. Orders paid with Shop Pay Installments, orders created by another app, orders still waiting for payment, orders carrying one of your blocked tags, and an order that another order was merged into are all refused.
It does not let the customer cancel after the edit window closes. After that, they contact you.
It does not partially cancel. To remove only some items, customers use Change product options.
Frequently asked
Can a customer cancel an order that has already shipped?
Shopify decides whether an order can still be cancelled. If Shopify refuses, the customer sees an error, nothing changes, and the ledger records Shopify's reason.
Does a cancellation count toward Maximum edits per order?
Yes. It is a change that saved to the order.
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