For EC merchants, order cancellations are one of the challenges that can't be avoided. Cancellations occur in a variety of patterns—customer ordering mistakes, change requests, cancellation requests after the product has arrived, and even fraudulent orders—and each requires a prompt, accurate response.
This article explains everything from the order cancellation procedure to refund processing, fees, and apps that help streamline cancellation management.
How to cancel orders on Shopify
On Shopify, there are various cancellation patterns and responses depending on the situation. From unshipped orders to already-shipped orders, here's a look at the specific cancellation flow.
Canceling an order before it ships
An order that hasn't shipped yet can be canceled relatively easily. Simply select the relevant order from the admin, click More actions > Cancel order, and the process is complete—a notification is also sent to the customer.
You can also process the refund at this time.
Canceling an order that has already shipped
If the product has already shipped, the process is a bit more complex, since a refund and return are usually involved along with the cancellation. Confirm the return request from the customer, and after confirming the returned product has arrived, proceed with the refund.
Please see this article for more on returns and refunds.
Partially canceling items from a multi-item order
Unfortunately, there is no feature to cancel only part of the items purchased in the same order. However, it is possible to refund the amount for a portion of the items.
(Steps for a partial refund)
1. Go to Admin > Orders > the relevant order
2. On the order detail screen, click "Refund"
3. Enter the quantity of items to cancel
4. Click "Refund"
If you don't handle a partial refund, the customer will need to cancel the order once and then purchase again.
Responding when a cancellation occurs
Ordinary cancellations are, in most cases, a request from the customer. When cancellation requests are processed smoothly, it can be expected to lead to repeat purchases without damaging customer trust.
Respond promptly
When a cancellation request arrives from a customer, responding promptly is the most important thing.
Once you receive a request, first reply right away to acknowledge that you've received it. Carefully check the situation, and if it can be handled, proceed with the cancellation process from the admin. It's also important to keep the customer informed of the progress to provide peace of mind.
To ensure a timely response, set up and share an internal flow for what to do when a cancellation occurs.
Store operators should first check the situation and contact Shopify Support if necessary. It's important to explain the circumstances to the customer and report on the progress as it happens, to provide peace of mind and avoid damaging trust.
3 recommended apps for streamlining cancellation processing
Cancellation processing can be done manually from the admin, but introducing an app is also recommended for streamlining customer service tasks such as cancellation processing. Below, we introduce 3 recommended apps that support Shopify cancellation operations.
Shopify Flow
Shopify Flow is a native Shopify app that automates all kinds of tasks and processes that arise in running a Shopify store.
By using Shopify Flow, you can automatically cancel orders under any condition. For example, you can automatically cancel orders that Shopify's fraud analysis has determined to be high-risk.
The blog article below introduces how to deal with fraudulent orders and, using Shopify Flow, how to automatically cancel high-risk orders. Please use it as a reference.
Return Prime: Return → Revenue
Image source: Return Prime: Return → Revenue
Return Prime: Return → Revenue is an app equipped with features aimed at boosting revenue while smoothly handling returns and exchanges. It offers an intuitive interface for easily managing return requests. It also comes with features that turn returns into a revenue opportunity, such as automatic calculation of return shipping fees and customizable notifications.
Recustomer
Image source: Recustomer
Recustomer is a Shopify app developed by a Japanese company. Beyond automating returns, exchanges, and cancellations, it can also implement features such as delivery tracking and trial-purchase functionality. If you have any questions about the app, you can also rely on its Japanese-language support.
Cancel orders on Shopify promptly
The Shopify admin makes it relatively simple to process cancellations. When handling a cancellation, prompt communication with the customer and careful, accurate processing are key. Establishing a clear cancellation flow and sharing it internally leads to prompt customer support. Make use of apps for cancellation processing as needed to aim for efficient operations.
