> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revize.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancel Order

> Let Shopify customers cancel full or partial orders themselves with automatic refunds. Reduce support tickets and improve customer experience with self-service order cancellation from the customer portal.

<Note>
  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.
</Note>

## Why self-service order cancellation matters

<CardGroup cols={2}>
  <Card title="Reduce Support Tickets" icon="headphones" color="#ef4444">
    Customers handle cancellations themselves instead of calling or emailing your support team.
  </Card>

  <Card title="Improve Customer Experience" icon="user-check" color="#10b981">
    Instant self-service cancellation is faster and more convenient than waiting for support responses.
  </Card>

  <Card title="Automatic Refund Processing" icon="credit-card" color="#8b5cf6">
    Refunds process automatically through Shopify without manual intervention from your team.
  </Card>

  <Card title="Inventory Management" icon="warehouse" color="#f59e0b">
    Cancelled items are automatically restocked and available for new orders immediately.
  </Card>
</CardGroup>

## How customers cancel orders

<Steps>
  <Step title="Access cancellation option">
    From the Revize Customer Portal, customers click **Cancel order** to start the cancellation process.
  </Step>

  <Step title="Select items to cancel (optional)">
    If partial cancellation is enabled, customers pick specific line items — and optionally specific quantities — instead of cancelling everything. If partial cancellation is off, the full order is cancelled.
  </Step>

  <Step title="Select cancellation reason">
    Choose from predefined reasons like "Changed my mind," "Found better price," or type a custom reason.
  </Step>

  <Step title="Confirm cancellation">
    Click **Confirm** to process the cancellation and automatic refund through Shopify.
  </Step>

  <Step title="Instant confirmation">
    Order status updates immediately and refund processes according to your configured settings.
  </Step>
</Steps>

## 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.

<CardGroup cols={2}>
  <Card title="Item-level control" icon="list-check" color="#8b5cf6">
    Customers select exactly which line items they want to cancel from a checklist in the cancel modal.
  </Card>

  <Card title="Partial quantities" icon="hashtag" color="#10b981">
    Optionally let customers cancel some units of an item — for example, 2 out of 5.
  </Card>

  <Card title="Automatic refund" icon="credit-card" color="#f59e0b">
    Refunds run through your configured refund method for just the cancelled items, with no manual work.
  </Card>

  <Card title="Order metafield" icon="database" color="#ef4444">
    A structured JSON record is written to the order so you can run downstream logic.
  </Card>
</CardGroup>

### Enable partial cancellation

<Steps>
  <Step title="Open cancel order settings">
    Go to **Settings → Order editing → Cancel order**.
  </Step>

  <Step title="Toggle Enable partial cancellation">
    Turn the toggle on to let customers cancel specific items instead of the whole order.
  </Step>

  <Step title="Allow partial quantities (optional)">
    Enable **Allow partial quantities** if customers should be able to cancel some units of an item (e.g. 2 of 5). Leave it off to require cancelling the full line item.
  </Step>
</Steps>

<Note>
  When partial cancellation is off, the cancel flow keeps working exactly as before — customers cancel the full order in one click.
</Note>

### 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 namespace `revize_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.

## Configure order cancellation refunds

<AccordionGroup>
  <Accordion title="Refund to original payment method" icon="credit-card">
    **Full refunds through Shopify's payment system**

    When 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.

    <Note>
      This option provides the most familiar experience for customers who expect traditional refunds.
    </Note>
  </Accordion>

  <Accordion title="Store credit refunds" icon="gift">
    **Convert cancellations into future purchases**

    Issue 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.
  </Accordion>

  <Accordion title="No refund policy" icon="ban">
    **Block cancellations with no refund option**

    If you select "No refund" in your [payments and refunds settings](/setup/payments-and-refunds):

    * **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.
  </Accordion>
</AccordionGroup>

## Customizable cancellation reasons

<Tip>
  **Customize cancellation reasons:** Edit the predefined cancellation reasons under **Translations > Customer Portal > Cancellation Reasons** to match your business needs.
</Tip>

**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

<Note>
  **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.
</Note>

## 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

It's all self-serve — no support ticket needed.

## Enable order cancellation

<Steps>
  <Step title="Configure refund method">
    First, set your refund policy in **Order Editing > Refund options**. Choose original payment or store credit.
  </Step>

  <Step title="Enable cancellation feature">
    In **Order Editing > Customer edit options**, toggle on **Cancel order** and click **Save**.
  </Step>

  <Step title="Customize reasons (optional)">
    Edit cancellation reasons under **Translations > Customer Portal > Scroll down to Cancellation Reasons** to match your business needs.
  </Step>

  <Step title="Set restrictions (optional)">
    Use [order tags](/setup/order-edit-restrictions) to hide cancellation for specific order types if needed.
  </Step>
</Steps>

## Business benefits

<CardGroup cols={2}>
  <Card title="Lower Support Costs" icon="dollar-sign" color="#10b981">
    Reduce support ticket volume by 30-50% when customers handle their own cancellations.
  </Card>

  <Card title="Faster Resolution" icon="bolt" color="#8b5cf6">
    Instant cancellations vs. hours or days waiting for support team response.
  </Card>

  <Card title="Better Customer Satisfaction" icon="heart" color="#ef4444">
    Self-service options increase customer satisfaction and reduce frustration.
  </Card>

  <Card title="Operational Efficiency" icon="chart-line" color="#f59e0b">
    Automatic inventory restocking and refund processing eliminates manual work.
  </Card>
</CardGroup>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How do customers cancel orders in Revize?" icon="question">
    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.
  </Accordion>

  <Accordion title="What happens to inventory when orders are cancelled?" icon="warehouse">
    Cancelled items are automatically restocked in Shopify inventory and become available for new orders immediately. No manual restocking required.
  </Accordion>

  <Accordion title="Can I prevent certain orders from being cancelled?" icon="shield">
    Yes, use [order edit restrictions](/setup/order-edit-restrictions) with order tags to hide the cancellation option for specific orders like custom products, wholesale orders, or high-risk orders.
  </Accordion>

  <Accordion title="How are refunds processed for cancelled orders?" icon="credit-card">
    Refunds are processed automatically through Shopify according to your [payments and refunds settings](/setup/payments-and-refunds) - either to the original payment method or as store credit.
  </Accordion>

  <Accordion title="Can customers cancel orders after the edit window closes?" icon="clock">
    No, order cancellation follows your [edit window settings](/setup/edit-window). Once the edit window closes, the cancellation option disappears and orders move to fulfillment.
  </Accordion>

  <Accordion title="Can I customize the cancellation reasons customers see?" icon="palette">
    Yes, edit cancellation reasons under **Translations > Customer Portal > Scroll down to Cancellation Reasons** to match your business needs and collect relevant feedback.
  </Accordion>

  <Accordion title="What if I have a no-refund policy?" icon="ban">
    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.
  </Accordion>

  <Accordion title="Can customers cancel only part of an order?" icon="list-check">
    Yes, with partial cancellation enabled. Customers pick specific line items to cancel and the rest of the order continues to fulfillment. Enable it under **Settings → Order editing → Cancel order**, and optionally enable **Allow partial quantities** to let them cancel specific unit counts.
  </Accordion>

  <Accordion title="Where can I see what was partially cancelled?" icon="database">
    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.
  </Accordion>
</AccordionGroup>

<Note>
  Self-service order cancellation reduces support workload while providing customers with instant resolution. Enable this feature to improve customer experience and operational efficiency.
</Note>

## Related Revize features

* [Apply Discounts](/features/apply-discounts) — alternative to cancellation when customers forgot a discount code
* [Customer Portal](/features/customer-portal) — where customers access cancellation options
* [Payments & Refunds](/setup/payments-and-refunds) — configure how cancellation refunds are processed
* [Order Edit Restrictions](/setup/order-edit-restrictions) — control which orders can be cancelled
* [Edit Window Settings](/setup/edit-window) — set cancellation deadlines