Refunding and canceling orders

You might need to cancel an order if you need to give a refund, or if a customer changes their mind about an order before you've captured payment for it. You can give the customer a full or a partial refund for a whole order, or you can give a refund for some part of an order.

Note

If you are using Shopify Payments and you issue a refund, the amount will be subtracted from your next payout. If you do not have enough funds, you will be debited that amount instead.

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:

  1. From your Shopify admin, click Orders (or press G O):

    Orders

  2. Click the number of the order that you want to review.

  3. In the Timeline section, click an entry to see more details about the transaction:

    Refund order history

Cancel an order

If you cancel an order, in whole or in part, then the details about what was restocked and refunded will be stored in the order's Timeline.

To cancel an order:

  1. Click the order number of the order you want to cancel.

  2. Click the ... icon:

    Cancelled closed menu
  3. Click Cancel order:

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

  5. By default, a full refund will be issued. Use the product quantity boxes, the shipping field, or the refund total field to edit the refund amount:

    Cancel order refund
  6. If you don't want the refunded items to be restocked in your inventory, then uncheck the restock items checkbox:

    Restock checkbox
  7. If you don't want to send a notification email to the customer, then uncheck the notification checkbox.

  8. Click Cancel order.

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

Caution

If there was a discount code applied to this order, Shopify is able to refund more than the customer paid you. Choose the amount to refund carefully. Refunds can not be reversed.

Note

Using this feature will also automatically dispute your Shopify transaction fees. If the order was placed within your current billing cycle, the fees will be removed from your upcoming invoice. If they were on a previous billing cycle, you will be issued transaction fee credit on your next invoice.

Refund an entire order

You can refund an order from its overview page in your Shopify admin.

Did you know?

If you cancel an order in your Shopify admin, you can choose to issue a full refund, a partial refund, or no refund.

To refund an order:

  1. From your Shopify admin, click Orders (or press G O):

    Orders

  2. Click the number of the order that you want to refund.

  3. In the Order details section, click Refund:

    Click refund button
  4. In the Refund Payments dialog, enter the quantities of the items that you want to refund:

    Refunding items

    This updates the refund amount that appears in the Refund with section (not the Total available to refund), minus any shipping charges. You can manually edit this amount and add a refund for shipping charges.

  5. If you've shipped the items but your customer hasn't returned them yet, uncheck Restock items. This checkbox is visible only if you're tracking inventory for the items included in the order.

  6. If you don't want to send an email to your customer when you issue the refund, uncheck Send a notification email to the customer. This option is checked by default.

  7. When you're done, click Refund to refund the customer's order.

Refund part of an order

You can refund a part of an order — or another part of an order that you've already partially refunded — from the Orders page in your Shopify admin.

Issuing a partial refund for an order

If you want to refund only certain products from a large order, you can issue a partial refund:

  1. From your Shopify admin, click Orders (or press G O):

    Orders

  2. Click the number of the order that you want to refund.

  3. In the Order Details section, click Refund:

    Click refund button2
  4. Enter the quantities of the products that you want to refund. Any products with a quantity set to 0 won't be refunded:

    Refunding items partial2

    This updates the refund amount that appears in the Refund with section (not the Total available to refund), minus any shipping charges. You can manually edit this amount and add a refund for shipping charges.

  5. If you've shipped the items but your customer hasn't returned them yet, then uncheck Restock items. This checkbox is visible only if you're tracking inventory for the items included in the order.

  6. If you want to give a reason for a refund, then enter one in the Reason for refund text box.

  7. Click Refund to issue a refund for the items you've chosen.

Issuing additional partial refunds on an order

You can refund additional items for an order that you've already partially refunded:

  1. From your Shopify admin, click Orders (or press G O):

    Orders

  2. Click the number of the order that you want to refund.

  3. In the Order details section, click Refund.

  4. In the Refund Payments dialog, enter the number of products you want to refund. This updates the refund amount that appears in the Refund with section (not the Total available to refund), minus any shipping charges.

  5. If you've shipped the items but your customer hasn't returned them yet, then uncheck Restock items. This checkbox is visible only if you're tracking inventory for the items included in the order.

  6. Optionally, you can enter the reason for issuing a refund in the Reason for refund text box.

  7. Click Refund to issue a refund for the additional items you've chosen.

Your order details will now show you how many items were fulfilled, and how many were refunded.

Delete an order

Did you know?

Orders that have been processed through Shopify POS or your online checkout can be archived, but not deleted.

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:

  • orders that were imported through the Shopify API
  • test orders

You can delete eligible orders after they have been closed or canceled.

To delete an order:

  1. From your Shopify admin, click Orders (or press G O):

    Orders

  2. Click the number of the order you want to delete.

    Note

    Before you can delete an order, it must be closed or canceled. Orders that have been processed through Shopify POS or your online checkout can be archived, but not deleted.

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

    Delete order

    Note

    If the Delete this order button does not appear, then the order can't be deleted. You can archive it instead.

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