Cancelling and Refunding Orders in the Order Manager

Control customer communication and handle partial or complete refunds all from one place.

The Order Manager is a convenient and easy way to cancel or refund orders that have been placed on your stores. This article will detail the workflow for cancelling and refunding an entire order from within this view. To learn more about processing refunds from your Payments view, check this out.

To cancel and refund an entire order, simply navigate to the order in question, click on the three dots in the upper right corner, and select "Cancel Order & Refund".

Note that a refund will obviously only be available if payment has been made on the order. Orders can of course be cancelled if payment has yet to be submitted.

You will then see the option to select a Cancel Reason, as well as the ability to opt out of notifying the customer about the cancelation.

The Cancel Reasons in the dropdown are pulled from your Email Templates. While these can be created and edited in the dedicated Email Templates section of the Dashboard (more info here), they can be edited within this Cancel Order workflow to suit the individual needs of an order.

Editing/Viewing the Cancellation Email

By clicking the blue View / Edit Email button, you are able to bring up the selected template and make any changes you wish to it.

Note that any changes you make on this email will not save to the template itself unless you have the "Save Changes to Email Template" option checked, which you can see in the bottom left of the above screenshot. If you do opt to save the changes for all future uses of the template, you can also select which stores the changes will apply to, using the dropdown in the bottom right of the above screenshot. If you are simply wanting to include specific messaging for only the order you are working on, then just make sure you don't opt to save your changes!

Oh and one more thing - those funky placeholders you see surrounded by % symbols are called Short Codes (sometimes Merge Fields), and they will automatically pull the information described between the two symbols. If you choose to edit those or would like to use some that are not in the template by default, please refer to the complete list of usable short codes here.

Completing the Cancellation and Automatic Refund Processing

Once the email is to your liking - or if you've opted out of communication - you simply need to press the "Cancel Order" button on the popup. Once this is pressed, note that any payments made via Payments will be automatically refunded, for the order in its entirety. Record of this refund can be found within the Payments section. Additionally a Timeline event will be added on the bottom of the order showing the selected template with a link to the viewable email.