Orders, returns and reviews in the customer app

What a customer can do with an order after placing it in your app, and the setting behind each action.

Before you start

Needs the customer app. Returns must be on for your shop, and reviews are switched on in Review settings.

Needs

Included with the plan

Who can use this

Shop owner

A signed-in customer sees their own orders in the app and nobody else's. From an order they can cancel, ask for a return, or review what they bought, as far as your settings allow.

Order history and status

The app lists the customer's orders and opens any one of them with its items, totals and current status. The status is the same one you see on the order in the panel. See Order statuses.

Cancelling an order

A customer can cancel their own order from the app until it reaches the status you chose in Order Cancel Before on Shop › Settings › Order Settings.

Besides that rule:

An order that is waiting for the customer to approve your changes (Modified, Awaiting Approval) can be cancelled.
An order whose parcel is already with a courier cannot be cancelled by the customer. You still can.
A refused cancellation answers "Invalid Operation".

See Order Settings reference and Cancel an order.

Returns and exchanges

With returns on, the app can:

check which items of a delivered order can still be returned,
send a return request with a reason, a note and photos,
list the customer's returns and open one to follow its status,
cancel a return until the items are collected. After that the cancellation is refused.

Your return period, reasons, photo rule and exchange option come from Shop › Settings › Returns & Exchanges. A new request lands in your Returns list like one made on the website. See Returns and exchanges overview and Returns settings.

Product reviews

The customer can	Rule
Read reviews and star ratings of a product	Only approved reviews are shown, and only while reviews are on
Write a review	For a product of their own order, once the order is delivered and inside your review period
Add photos	Up to 5 per review, when your plan includes photo reviews (Growth and above)
Edit or delete their review	Their own reviews only

Whether a new review shows at once or waits for you depends on your approval setting. See Review settings and Moderate reviews.

Review messages

Message	Cause
"Reviews are not available for this shop."	Reviews are switched off
"You can review the products of an order once it has been delivered."	The order is not delivered yet
"The review period for this order has ended."	The order is older than your review period
"You have already reviewed this product."	The customer has already reviewed that product
"This shop does not accept photos with reviews. Remove the photos to post your review."	Your plan does not include photo reviews

Cancelling an order

A customer can cancel their own order from the app until it reaches the status you chose in Order Cancel Before on Shop › Settings › Order Settings.

Besides that rule:

An order that is waiting for the customer to approve your changes (Modified, Awaiting Approval) can be cancelled.

An order whose parcel is already with a courier cannot be cancelled by the customer. You still can.

A refused cancellation answers "Invalid Operation".

Returns and exchanges

With returns on, the app can:

check which items of a delivered order can still be returned,

send a return request with a reason, a note and photos,

list the customer's returns and open one to follow its status,

cancel a return until the items are collected. After that the cancellation is refused.

Product reviews

The customer can

Rule

Read reviews and star ratings of a product

Only approved reviews are shown, and only while reviews are on

Write a review

For a product of their own order, once the order is delivered and inside your review period

Add photos

Up to 5 per review, when your plan includes photo reviews (Growth and above)

Edit or delete their review

Their own reviews only

Whether a new review shows at once or waits for you depends on your approval setting. See Review settings and Moderate reviews.

Review messages

Message

Cause

"Reviews are not available for this shop."

Reviews are switched off

"You can review the products of an order once it has been delivered."

The order is not delivered yet

"The review period for this order has ended."

The order is older than your review period

"You have already reviewed this product."

The customer has already reviewed that product

"This shop does not accept photos with reviews. Remove the photos to post your review."

Your plan does not include photo reviews