Manage Withdrawal Requests
Prerequisites
- The Avada Withdrawal Form must be active on your storefront so customers can submit requests.
View your requests list
Open Avada Withdrawal Form and go to the Withdrawal request page to see the Withdrawal Requests list.
- Each row shows the Customer, Email, Order, Status, and Date.
- Three stat cards at the top summarize Open Withdrawals, Received Today, and Processed.
- Use the search and filter button (magnifier icon) to narrow the list, and the sort button next to it to reorder it. Click it to choose Order (lowest or highest number first) or Date (oldest or newest first, the default) - your choice applies to the whole list without affecting any filters or search you already have set.
Note: Click any row to open that request's detail page.
Check order refund status
Each row also shows an Order refund column, right after Status. It tells you whether the linked order has already been refunded, so you know at a glance if a request is safe to accept.
| Badge | Meaning |
|---|---|
| Not refunded | The order hasn't been refunded yet - safe to process normally. |
| Partially refunded | Part of the order has already been refunded. |
| Refunded | The order has been fully refunded. |
| Unavailable | The app couldn't read the order's refund status (for example, the order was removed). |
If a customer already has another active request for the same order, you'll see a "N requests for this order" label next to the badge, so duplicates are easy to spot.
Note: To stop customers from submitting a new request for an order that's already fully refunded, cancelled, or expired, or from submitting a second request for the same order, the app now blocks these on the storefront automatically. Customers see a message asking them to contact you instead - see Tips below to set where that message points.
Understand status values
Every request moves through a single status track, shown as a colored badge.
| Status | Meaning |
|---|---|
| Requested | The customer just submitted the request; you haven't actioned it yet. |
| In review | You're actively looking into the request. |
| Accepted | You approved the request. |
| Rejected | You turned down the request. |
| Refunded | The linked order has been refunded. |
Note: Accepted, Rejected, and Refunded are final states - you can only reach them by using the matching action button on the detail page (see below), not by picking them from a dropdown. From the list or detail page you can still switch a request back and forth between Requested and In review while you're looking into it.
Open a request and take action
Click a row to open the request's detail page. The Status card on the right shows the current status, and the Actions card below it lets you resolve the request.
| Action | What it does |
|---|---|
| Accept | Marks the request as Accepted. |
| Reject | Marks the request as Rejected. You must type a reason - it's included in the email the customer receives. |
| Refund order | Opens Shopify's standard refund screen for the linked order (choose quantity, whether to refund shipping, and whether to restock). Once you confirm, the request moves to Refunded. |
Note: Refund order stays disabled until you accept the request (hover it to see "Refund is available after you accept the request."). Confirming a refund is final and can't be undone from here - if you click it more than once, the order is only refunded once.
Track activity history
The Activity history section on the detail page lists every action taken on the request - who did what, and when - so you have a record you can refer back to if a customer asks about their request later.
Blocked submissions are logged here too. When a customer tries to send another request for the same order and the app stops them, you'll see a "Withdrawal request blocked" entry with the reason - an existing request is already being handled, the order already has a refunded request, the order has already been refunded, or the order is no longer eligible. That way you can tell a customer exactly why their second attempt didn't go through.
Note: Activity history is only recorded for requests created after this feature was released. Requests submitted earlier show "No activity yet."
Add internal notes
Keep private context on a request without sharing it with the customer.
- On the request detail page, type in the Notes (internal) field.
- Click Save note to store your note.
Warning: Internal notes are for your team only and are never shown to the customer.
Tips
- Use the Open Withdrawals stat card as your daily to-do count for requests that still need action.
- Click a customer's email on the detail page to start a reply in your mail app.
- Turn on Auto email customer, Auto-tag orders, Auto cancel order, or Auto refund in Configure Automation if you'd rather have the app take these actions for you after you accept a request.
- Go to Widget & Form > General > Support contact and add a Contact URL so customers who get blocked (already-refunded, cancelled, expired, or duplicate order) have somewhere to reach you. Leave it empty to hide the contact link.
Related Articles
And there you have it! You've successfully reviewed and managed your withdrawal requests. Each request now moves cleanly from submission to resolution, with a full history you can always look back on.
If you have any questions or run into any issues, don't hesitate to reach out. We're here to help!