"I only need one of these, not two" is one of the most common requests after checkout. The Reduce or remove items mode of Change product options lets customers lower a quantity or remove a line themselves, before it ships, and refunds them in the same step.
What it does
The customer lowers a quantity with the minus button, or takes a line down to zero to remove it. Tacey saves the change to the order, asks Shopify how much to refund, and sends that refund. The removed quantity can go back into your stock.
It is on by default for every store.
How to set it up
In Tacey, open Editing Tools, click Set up tools on the Thank you page card, and click Set up next to Change product options.
Go to Reduce or remove items.
Check the settings below, then click Save.
Every setting
Setting | Default | What it does |
Let customers reduce or remove items | On | Turns off just this mode while leaving the rest of Change product options on. When off, the minus button is hidden. |
Where the refund goes | Back to their original payment method | Or Store credit. See the refunds article. |
Return the item to inventory | On | Adds the removed quantity back to your available stock. |
Keep at least this many items | 1 (1 to 100) | The smallest number of items an order may be left with. |
Also refund shipping on a partial reduction | Off | Refunds shipping too when a customer reduces the order. Duties are always refunded when a removed item required them. |
The minimum items rule
An order can never be emptied through this tool. The floor is always at least 1, and Keep at least this many items can raise it but never lower it. The floor counts every item on the order, including items already shipped, and it checks the order after all the changes in a request, so two removals cannot empty it together.
If a customer tries to go below the floor they see one of these messages:
"This order can't be reduced to nothing here. Use Cancel order instead if you want to remove everything." (when Cancel order is available to them)
"This order can't be reduced to nothing here. Reply to your order confirmation email if you want to remove everything." (when it is not)
"This order must keep at least the number of items we require." (when your higher floor is reached)
What the customer sees
They tap Change on the Change product options row.
They lower a quantity with the minus button on an item that has not shipped.
Before saving, they see where their money goes, for example "The difference will be refunded to your original payment method. We'll work out the exact amount."
They confirm. The order is updated and the refund is sent straight away.
Refusals your customers may see
"This item has already shipped, so it can't be changed."
"This item was charged import duties, so it can only be removed completely, not reduced." Remove the whole item, or handle it by hand.
"This change would remove the discount that's been applied to your order." Removing that item would leave an order-level discount with nothing to apply to, so it is refused.
What this does NOT do
It does not cancel orders. Emptying an order is Cancel order's job.
It does not change shipped items. Only unshipped quantities can be reduced.
It does not wait for your approval. A refund from a reduction goes out when the customer confirms. Every refund, and every failed refund, is written to your Ledger.
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