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How to

Cancel or refund a web order

The order, payment, postage, and inventory end in the right state without charging or restocking anything twice.

  1. 1

    Open the order and first decide whether it is unpaid or paid: cancel an unpaid order; refund a paid order.

    Shop · web orders → open the order → status or refund items

    Cancelling is only for an unpaid order. It emails the customer, closes the hosted checkout, and cannot be reopened.

  2. 2

    Before refunding an unshipped paid order, void any unused provider label still attached to it.

    Shop

    The refund is deliberately blocked while a live purchased label remains, so paid postage is not silently abandoned.

  3. 3

    For a paid order, choose the lines and quantities to refund, say whether each item returns to stock, is damaged, or is not coming back, and review the server-priced refund preview.

    Shop · the order → refund items

    Only choose restock for inventory that is physically back and saleable. Policy exceptions such as waiving a restocking fee require a reason.

  4. 4

    Submit the refund once. If the order says a refund is pending, use 'resume refund' rather than starting another one.

    Shop

    Stripe-collected orders refund through the provider. For an order collected through Billing, refund or credit it in Billing first, then record that reference on the order in Shop; Shop does not move the money in that case.

Worth knowing

  • Partial returns are supported. The order keeps a line-by-line refund history and will not return more quantity or money than remains.
  • A return label and a refund are separate actions: postage gets the parcel back; the refund records money and inventory disposition.

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