Order mistakes happen. Instead of forcing customers to contact support, let them cancel the full order — or just specific items — with instant refunds to original payment or store credit.
Why self-service order cancellation matters
Reduce Support Tickets
Customers handle cancellations themselves instead of calling or emailing your support team.
Improve Customer Experience
Instant self-service cancellation is faster and more convenient than waiting for support responses.
Automatic Refund Processing
Refunds process automatically through Shopify without manual intervention from your team.
Inventory Management
Cancelled items go back into stock by default, so they’re available for new orders right away. You can turn restocking off.
How customers cancel orders
1
Access cancellation option
From the Revize Customer Portal, customers click Cancel order to start the cancellation process.
2
Select items to cancel (optional)
If partial cancellation is on, customers pick the items to cancel and, if you allow it, how many units of each. If partial cancellation is off, the full order is cancelled.
3
Select cancellation reason
Pick a reason from your list, such as “Changed my mind” or “Ordered by mistake”. Customers can also add a short message.
4
Confirm cancellation
Click Confirm to process the cancellation and automatic refund through Shopify.
5
Instant confirmation
Order status updates immediately and refund processes according to your configured settings.
Partial cancellation
Let customers cancel specific items instead of the entire order. Refunds are issued automatically for just the cancelled items, and the rest of the order continues to fulfillment.Item-level control
Customers select exactly which line items they want to cancel from a checklist in the cancel modal.
Partial quantities
Optionally let customers cancel some units of an item — for example, 2 out of 5.
Automatic refund
Refunds run through your configured refund method for just the cancelled items, with no manual work.
Order metafield
A structured JSON record is written to the order so you can run downstream logic.
Enable partial cancellation
Partial cancellation is included in the Pro plan. On other plans you see a Pro badge instead of the toggle.
1
Open cancel order settings
Go to Order Editing → Customer edits and select Cancel order.
2
Turn on Enable partial cancellation
Under Partial cancellation, turn on Enable partial cancellation to let customers cancel specific items instead of the whole order.
3
Choose whether to allow partial quantities
Allow partial quantities is on by default, so customers can cancel some units of an item (for example, 2 of 5). Clear it to require cancelling the full line item.
4
Save
Click Save.
Partial cancellation isn’t available while Refunds is set to No refunds, because Cancel order turns off with that setting.
When partial cancellation is off, the cancel flow keeps working exactly as before — customers cancel the full order in one click.
Where to see what was cancelled
Cancelled items show up in the Shopify order timeline automatically — line items, quantities, and the customer’s reason — so your team has the full picture without leaving Shopify. On top of that, every partial cancellation writes a JSON record to the order under namespacerevize_app, key partial_cancellation. It contains the same data in a structured form, so you can pipe it into an LLM, a reporting tool, or any downstream automation.
Restock cancelled items
By default, Revize returns cancelled items to your Shopify inventory. This applies to full and partial cancellations. To change it, go to Order Editing → Customer edits and select Cancel order. Under Inventory, turn Restock cancelled items on or off, then click Save.Configure order cancellation refunds
Refund to original payment method
Refund to original payment method
Full refunds through Shopify’s payment systemWhen customers cancel orders, Revize automatically issues a full refund back to their original payment method:
- Credit cards - refund appears in 3-5 business days
- PayPal - instant refund to PayPal account
- Digital wallets - Apple Pay, Google Pay refunds process automatically
- Buy now, pay later - refunds through Klarna, Afterpay, etc.
This option provides the most familiar experience for customers who expect traditional refunds.
Store credit refunds
Store credit refunds
Convert cancellations into future purchasesIssue store credit instead of cash refunds to retain revenue and encourage repeat purchases:
- Customer loyalty - keeps money in your ecosystem
- Higher lifetime value - store credit often leads to larger future orders
- Reduced processing fees - no payment processor refund fees
- Instant availability - credit is available immediately for next purchase
No refund policy
No refund policy
Block cancellations with no refund optionIf you select No refunds in your payments and refunds settings:
- Cancellation option disappears - customers won’t see the cancel button
- Clear policy enforcement - aligns with strict no-refund business policies
- Revenue protection - prevents revenue loss from cancellations
Customizable cancellation reasons
Default cancellation reasons:- “Ordered by mistake”
- “Found a better price elsewhere”
- “Shipping Time Too Long”
- “Shipping cost too high”
- “Changed my mind”
- “Need to change payment method”
- “Other”
- Identify common issues with your products or checkout process
- Improve your store based on customer feedback
- Track trends in cancellation patterns
- Provide better customer service insights
Track cancellation analytics: View cancellation data, cost savings, and customer reasons under Analytics in your Revize dashboard. For custom reasons analysis, contact support - detailed custom reason reporting will be available on the dashboard soon.
Hide cancellation by order tags
Restrict cancellations for specific orders using Feature visibility rules under Settings → Advanced. Add a tag to the rule, and any order carrying that tag won’t show the cancel option.- High-risk orders — prevent cancellation of flagged orders
- Custom products — block cancellation of personalized items
- Wholesale orders — different policies for B2B customers
- Final sale items — enforce no-cancellation policies
Enable order cancellation
1
Configure refund method
First, set your refund policy under Order Editing → Editing policy → Refunds. Choose Original payment method or Store credit.
2
Enable cancellation feature
In Order Editing → Customer edits, turn on Cancel order and click Save.
3
Customize reasons (optional)
Edit cancellation reasons under Translations > Customer Portal > Scroll down to Cancellation Reasons to match your business needs.
4
Set restrictions (optional)
Use order tags to hide cancellation for specific order types if needed.
Business benefits
Lower Support Costs
Cut the order-change tickets your team has to handle when customers handle their own cancellations.
Faster Resolution
Instant cancellations vs. hours or days waiting for support team response.
Better Customer Satisfaction
Self-service options increase customer satisfaction and reduce frustration.
Operational Efficiency
Automatic inventory restocking and refund processing eliminates manual work.
Frequently asked questions
How do customers cancel orders in Revize?
How do customers cancel orders in Revize?
Customers click “Cancel order” in their Revize portal, select a cancellation reason, and confirm the cancellation. The refund processes automatically according to your configured settings.
What happens to inventory when orders are cancelled?
What happens to inventory when orders are cancelled?
By default, cancelled items are restocked in Shopify inventory and become available for new orders right away. To leave stock unchanged, turn off Restock cancelled items under Order Editing → Customer edits → Cancel order → Inventory.
Can I prevent certain orders from being cancelled?
Can I prevent certain orders from being cancelled?
Yes, use order edit restrictions with order tags to hide the cancellation option for specific orders like custom products, wholesale orders, or high-risk orders.
How are refunds processed for cancelled orders?
How are refunds processed for cancelled orders?
Refunds are processed automatically through Shopify according to your payments and refunds settings - either to the original payment method or as store credit.
Can customers cancel orders after the edit window closes?
Can customers cancel orders after the edit window closes?
No, order cancellation follows your edit window settings. Once the edit window closes, the cancellation option disappears and orders move to fulfillment.
Can I customize the cancellation reasons customers see?
Can I customize the cancellation reasons customers see?
Yes, edit cancellation reasons under Translations > Customer Portal > Scroll down to Cancellation Reasons to match your business needs and collect relevant feedback.
What if I have a no-refund policy?
What if I have a no-refund policy?
If you select No refunds in your payments settings, the cancellation option won’t appear in the customer portal, automatically enforcing your no-refund policy.
Can customers cancel only part of an order?
Can customers cancel only part of an order?
Yes, with partial cancellation enabled (Pro plan). Customers pick specific line items to cancel and the rest of the order continues to fulfillment. Turn it on under Order Editing → Customer edits → Cancel order. Allow partial quantities is on by default, so customers can also cancel some units of an item.
Where can I see what was partially cancelled?
Where can I see what was partially cancelled?
A JSON record is written to the order under metafield namespace
revize_app, key partial_cancellation. It contains the cancelled line items, quantities, reason, and timestamp — perfect for reporting or Shopify Flow automations.Self-service order cancellation reduces support workload while providing customers with instant resolution. Enable this feature to improve customer experience and operational efficiency.
Related Revize features
- Apply Discounts — alternative to cancellation when customers forgot a discount code
- Customer Portal — where customers access cancellation options
- Payments & Refunds — configure how cancellation refunds are processed
- Order Edit Restrictions — control which orders can be cancelled
- Edit Window Settings — set cancellation deadlines