Cancel an Order (Customer Flow)
Customers can cancel an order themselves if you have Cancel order turned on in Editing rules. Cancellation is immediate — no approval queue, no merchant action.
What the customer sees
On the Order Status Page, inside the Edit your order card, a row labelled Cancel this order. Clicking it expands a small confirmation:
- A reason dropdown. The app ships six reasons, Ordered wrong item, Changed my mind, Item no longer needed, Shipping takes too long, Duplicate order, Found cheaper elsewhere, plus Other with a free-text field. You can rewrite this list in the Cancel order panel of Editing rules, up to 20 reasons. Other is always pinned last.
- A red Cancel order button.
- A Keep order button to back out.
When the customer clicks Cancel order:
- We mark the order as cancelled in Shopify.
- We auto-refund the full amount, to the original payment method or as store credit, following your Refund destination setting.
- We auto-restock every line item that was reserved.
- The Order Status Page updates with a Cancelled badge.
What happens behind the scenes
| Action | Default | Notes |
|---|---|---|
| Refund | Full, to the destination you chose | Original payment method by default, or store credit. See Refund destination |
| Restock | All items, all locations | Respects original reservation |
| Email to customer | The app's own branded Order canceled email (when that email is turned on) | When on, it replaces Shopify's default so the customer doesn't get two |
| Email to merchant | The Order canceled staff email, sent immediately with no batching (when that email is turned on) | Both emails are toggles in Notifications |
What customers cannot cancel
- Orders past the time window you configured.
- Orders that are already fulfilled or partially fulfilled, or already cancelled.
- Orders currently being edited by the merchant from the Shopify admin (the row is briefly locked while that happens).
- Orders paid via methods we cannot auto-refund (rare, manual/offline gateways). The row hides for those.
What if the customer changes their mind?
Cancellation is final. To re-create the order, the customer places it again on your store. We do this on purpose — restoring a cancelled order would re-reserve inventory and re-charge, which is rarely what anyone actually wants.
See also
- Email delivery rules — why merchant gets the email instantly
- Refund & restock behavior — edge cases with mixed payment / multi-location