Refunding and canceling orders

Depending on your return policy, you'll sometimes need to refund or cancel orders. By refunding orders in a prompt and professional way, you show your commitment to customer service and might encourage the customer to order again in the future.

You can refund an entire order or part of an order. In some circumstances, you can cancel an order and issue a refund.

If you are using Shopify Payments and you issue a refund, then the amount is deducted from your next available payout. If your payout doesn't have enough funds, then the balance is debited from your bank account on the following business day. A refund usually takes 3 to 5 business days to be credited back to your customer. For more information about issuing refunds with Shopify Payments, see the Shopify Payments FAQ.

Refund an entire order

Refunding an order results in the payment being sent back to the customer. When you refund an order, you have the option to restock the items and to send a notification email to the customer.

If you refund an order to store credit by using Shopify POS, then you can refund the amount to the original payment method later on. For more information about Shopify POS, see Selling in person.

To refund an entire order:

Refund part of an order

You can issue a partial refund for specific items in an order. You can then issue additional partial refunds until you've reached the total available to refund, which is the original amount of the order.

If you refund an order to store credit by using Shopify POS, then you can refund the amount to the original payment method later on. For more information about Shopify POS, see Selling in person.

Cancel an order

You can cancel an order in the following situations:

  • You have not collected a payment for the order.
  • You have collected a payment for the order, but no items have been fulfilled.

If you partially refund the customer while canceling the order, then you can return to the order later and issue additional partial refunds.

The most common reasons for canceling an order include the following:

  • The order was fraudulent.
  • The customer changed their mind.
  • The ordered items aren't available.

To cancel transaction fees for any reason, you need to refund the related order from your Shopify admin. If a bill hasn't been issued when an order is refunded, then you won't be charged transaction fees. If transaction fees have already been billed, then the amount charged will be credited to your account. If you cancel an order without refunding payment, then you won't receive credit for the transaction fee.

After you cancel an order, in whole or in part, the details about what is restocked and refunded is stored in the order's Timeline.

To cancel an order:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to cancel.

  3. Click More actions > Cancel order.

  4. Select the reason for cancellation from the drop-down menu.

  5. If you want to issue a partial refund, then use the product quantity boxes, the shipping field, or the refund total field to edit the refund amount:
    Cancel order refund

    By default, a full refund will be issued.

  6. If you don't want the refunded items to be restocked in your inventory, then uncheck Restock items.

  7. Click Cancel order.

Delete an order

Deleting an order will remove any record of it from your Shopify admin and your order history. Only the following types of order can be deleted:

To delete an order:

  1. From your Shopify admin, go to Orders.

  2. Click an archived or canceled order.

  3. Click Delete this order at the bottom of the page.

Review an order's transaction history

You can view the transaction history, which includes refunds, in the Timeline section of an order's overview page.

The Timeline shows when a refund is paid to a customer.

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