The more orders you ship through your Shopify store, the more likely it is that customers will want to return or exchange products. It's important to provide your customers with a seamless experience to avoid frustration and ensure they have a positive experience with your store.
So, what's the best way to cancel orders and issue refunds in Shopify? Our guide will show you everything you need to know.
Our e-commerce expert Adrian has already helped numerous brands launch on Shopify. In his book, Shopify for Dummies, he provides retailers with all the essential information they need to navigate Shopify ( view on Amazon / view at your local bookstore ).
He also hosts the Merchant Inspiration podcasts and webinars, where he regularly exchanges ideas with the community's most well-known faces.
1. Cancel & refund orders on Shopify (instructions)
When customers contact you and request a refund, it can be a lot of work. Fortunately, Shopify offers practical features to help you with this. You can cancel the order and refund the money directly from the admin area with just a few clicks. Everything works from the Shopify backend, without having to log in to your bank, make a transfer, or email the customer.
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Go to the Orders section in your Shopify admin. There you'll find a list of all orders received in your online store. Learn all the basics about managing orders on Shopify in our blog.
- Now click on the order you want to cancel. In the details view, you'll find the "Refund" option in the page header.
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Specify the cancellation. Clicking this button will open an input screen where you can enter all relevant information regarding the refund and cancellation. This also allows you to specify whether the product should be restocked following the cancellation.
- Click on the corresponding button to refund the respective amount
Adrian explains exactly how to cancel orders on Shopify in this excerpt from the VisualMakers Masterclass, which teaches you everything you need to get started with Shopify right away.
6. Exchange orders on Shopify
It's common for customers to return products or exchange them for alternative options. Such returns and exchange requests are quite common in online retail. Depending on the industry, return rates can be high, such as in the fashion sector. In other industries, however, returns and exchanges may be rare.
If you receive messages from customer service regarding returns or exchange requests, you can proceed as described here. For exchanges, we recommend manually creating a new order, applying a 100% discount, and tagging it if necessary.
For returns, we recommend the following: First, wait for the products to be returned. Once you have received the items and checked them for damage, you can request a refund.
Adrian shows you the exact procedure in this video, also from the VisualMakers course on Shopify:
