How to cancel an order on Shopify

Cancel a single order

1. In Shopify admin, go to Orders and click the order.
2. Click More actions, then Cancel order.
3. Under Refund payment, choose Original payment method, Store credit or Later.
4. Choose a reason for the cancellation, and optionally add a staff note.
5. Leave Restock inventory selected unless the items shouldn't go back into stock.
6. Leave Send a notification to the customer selected unless you'll tell them yourself.
7. Click Cancel order.

Which refund option should you choose?

Use the original payment method for a straightforward full refund. Use store credit if the customer agreed to it. Choose Later if you need a partial refund, want to split it between payment and store credit, or need to look into the order first.

Shopify notes that credit card transaction fees aren't returned when you issue a refund.

Orders you can't cancel this way

• Partially fulfilled orders. Cancel the fulfillment first, or use refunds and returns.
• Orders being handled by a third-party fulfillment service, which may need canceling through that service.
• Some orders with Pending payment status or scheduled payments.
• Some orders created through third-party apps.
• Orders already canceled or deleted.

If you don't see Cancel order at all, you may not have the required Orders permissions.

Canceling many orders at once

Select orders with the checkboxes on the Orders page, open the menu and click Cancel orders. Shopify limits this to 250 orders at a time. The refund prompt might not appear, and all canceled orders are then refunded immediately, so cancel individually if you need the Later option or an order was already refunded.

Let shoppers ask in chat

Counter can handle cancellation requests in your store's chat, within rules you publish, and can hold any change for a teammate's approval. On Shopify it needs the Growth plan or above.