CANCELLING / REFUNDING AN ORDER
Depending on your return policy, you might need to refund or cancel orders. By refunding orders in a prompt and professional way, you show your commitment to customer service and might encourage the customer to order again in the future.
You can refund an entire order or part of an order. In some circumstances, you can cancel an order and issue a refund.
1. CANCELLING AN ORDER BEFORE RECEIVING PAYMENT (ORDER STATUS: AWAITING PAYMENT)
If you receive an order, but the shopper does not complete the payment, you can cancel the order. If stock is TRACKED, then the stock will only be replenished in your inventory once the order is cancelled.
(TOP TIP: If an order is in awaiting payment status, the stock amount is already deducted from your stock totals (if stock is tracked). If the client does not pay, the stock will only be replenished once the order has been canceled.)
2. CANCELLING / REFUNDING AN ORDER AFTER RECEIVING PAYMENT (ORDER STATUS: IN PROGRESS OR COMPLETED)
When the client has already paid for the order, you have two options when cancelling an order:
2.1 REFUND ORDER: This has a financial and stock impact
2.2 CANCEL ORDER: This has only a stock impact