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Order mistakes happen. Instead of forcing customers to contact support, let them cancel orders themselves with instant refunds to original payment or store credit.

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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 are automatically restocked and available for new orders immediately.

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How customers cancel orders

1

Access cancellation option

From the Revize Customer Portal, customers click Cancel order to start the cancellation process.
2

Select cancellation reason

Choose from predefined reasons like “Changed my mind,” “Found better price,” or type a custom reason.
3

Confirm cancellation

Click Cancel order to process the cancellation and automatic refund through Shopify.
4

Instant confirmation

Order status updates immediately and refund processes according to your configured settings.

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Configure order cancellation refunds

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.
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
Perfect for building customer loyalty while protecting your cash flow.
Block cancellations with no refund optionIf you select “No refund” 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
Use this for final sale items, custom products, or strict business policies.

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Customizable cancellation reasons

Customize cancellation reasons: Edit the predefined cancellation reasons under Translations > Customer Portal > Cancellation Reasons to match your business needs.
Default cancellation reasons include:
  • “Changed my mind”
  • “Found a better price elsewhere”
  • “Ordered by mistake”
  • “Delivery too slow”
  • “Product no longer needed”
  • “Custom reason” (allows customers to type their own)
Why collect cancellation reasons:
  • 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.

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Control cancellation availability

Restrict cancellations for specific ordersUse order edit restrictions to hide the cancel option for certain orders:
  • 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
Simply tag orders with your restriction tags and the cancel option won’t appear. You’ll need to contact support ([email protected]) to set edit restrictions specifically for cancellation.

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Enable order cancellation

1

Configure refund method

First, set your refund policy in Order Editing > Refund options. Choose original payment or store credit.
2

Enable cancellation feature

In Order Editing > Customer edit options, toggle 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.

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Business benefits

Lower Support Costs

Reduce support ticket volume by 30-50% 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.

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Frequently asked questions

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.
Cancelled items are automatically restocked in Shopify inventory and become available for new orders immediately. No manual restocking required.
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.
Refunds are processed automatically through Shopify according to your payments and refunds settings - either to the original payment method or as store credit.
No, order cancellation follows your edit window settings. Once the edit window closes, the cancellation option disappears and orders move to fulfillment.
Yes, edit cancellation reasons under Translations > Customer Portal > Scroll down to Cancellation Reasons to match your business needs and collect relevant feedback.
If you select “No refund” in your payments settings, the cancellation option won’t appear in the customer portal, automatically enforcing your no-refund policy.
Self-service order cancellation reduces support workload while providing customers with instant resolution. Enable this feature to improve customer experience and operational efficiency.