Help CenterHelp Center / Storefront experience · Concept
When customers can cancel an order themselves, what they are told about refunds, and how they accept or decline changes you made.
Two actions on the order page belong to the customer: cancelling the order, and answering a change you made to it. Both follow your Order Settings.
A customer can cancel until the order reaches the status you chose in Order Cancel Before. Until then the order page shows "Cancel order".
A dialog asks "Cancel this order?" and explains that this cannot be undone.
The dialog shows one of these notes, depending on how the order was paid.
| Paid with | Note |
|---|---|
| An online method | "The shop will refund the … you paid with …." |
| Wallet | The amount "goes back to your wallet straight away." |
The customer can type a reason, then selects "Yes, cancel order". The page reads "Your order has been cancelled."
| Customer reads | Cause |
|---|---|
| No "Cancel order" button | Order Cancel Before is not set, or the order is past that status |
| "This order is past the shop’s cancellation window and can no longer be cancelled." | The order moved on while the page was open |
| "The courier already has this order, so it can no longer be cancelled." | A shipment is in transit |
| "This order has been delivered, so it can no longer be cancelled. You can ask for a return instead." | The order was delivered |
| "This order has already been cancelled." | You or the customer cancelled it already |
To change this: Order Cancel Before. See Order Settings reference. Cancelling from your side: Cancel an order.
When you change an order and select Ask the customer first, the change waits for the customer's answer. The order page shows "The shop changed your order". Changing orders needs Enable Order Modification before Delivery to be on.
The customer sees each item before and after, removed items, replacements, the previous total and the new total. One of these lines follows:
A date to respond by is shown when there is one.
| Customer selects | Result |
|---|---|
| "Accept changes" | The order continues with the changes: "Thank you — the changes are accepted." |
| "Decline" | A second dialog warns: "Declining cancels the whole order. Anything you paid will be refunded." The customer confirms with "Decline and cancel order" |
To change this: Modify an order and Choose substitutes for an order item.