How to Cancel or Refund Product Orders

This article will help you cancel or refund product orders within your add-ons module. 

This guide is split between 2 sections:

• Cancelling item(s) from an order (without refunding)
• Refunding on a product order

How to cancel items from a product orders (without refunding):

There are 2 options when cancelling item(s) from the order you can either:

• Reduce the quantity of an item
• Cancel all items

Step 1:  Head to the Add-ons module and click on the 'Orders' tab, near the top right

Step 2: Click in to the order you wish to cancel, in this example we will be using order #89233.

Reduce the quantity of an item on the order 

If an order contains more than 1 of the same item, you can opt to reduce the quantity

Step 3a: To reduce the quantity of an item, click the bin icon next to the item(s).

Step 4a: After clicking on the bin icon next to the individual item, a form to reduce the quantity will pop up. You can then change then adjust the total quantity of an item on the order, by clicking the quantity dropdown, as shown below:

Step 5a: Then to confirm the changes without refunding click the 'Delete item only' button. 

Please note: Once an item has been cancelled, you can still refund the amount later here.

Or to refund at the same time skip to this section here.

You will then get taken back to the updated order record with the Item's cancelled:

And under Transactions, it will warn you of any outstanding refunds, with the status 'Not paid'

Cancel all items

Step 3b: To cancel all items click the bin icon next to the total, as shown below:

After clicking the bin icon, the Cancel items form will pop up.

Step 4a: To cancel without refunding, click the 'Delete item only' button, 

Please note: Once an item has been cancelled this way, you can still refund the amount later here.

Or to refund at the same time skip to this section here.

Step 5a: This will redirect you to the updated records page, showing all the cancelled items and under Transactions, it will warn you of any outstanding refunds.

How to refund product orders:

There are 2 ways to refund the amount.

• After items have already been cancelled from the order
• When cancelling items from the order 

Firstly, we will go over refunding after you have already cancelled item(s) from the order. For guidance on how to cancel items from an order please click here.

Step 1: Once items have been cancelled, the order record will update to show the outstanding refunds under Transactions. If you have cancelled more than once, each cancellation will show as a separate outstanding refund transactions:

Step 2: Click the 'Refund' button next to the transaction you would like to process the refund for:  

The below 'Refund payment' form will pop up:

The amount is filled out by the system to the total cost of items being refunded and can not be changed.

Step 3: You can amend the Fulfillment status of the whole order to  Pending, Completed or Cancelled.

Step 4: Click the 'Confirm refund' button when you are ready to refund.

Step 5: It will redirect you back to the orders page and the Status should now show as 'Refunded'.

Refunding when cancelling items from the order

To cancel an item or all items please go back to the beginning of the guide here

Step 1: After you click the bin icon to cancel an item or all items the Cancel items form will pop up.
Instead, click 'Delete and refund' to process the refund at the same time.

Step 2:  The Refund payment form will appear: 

The amount is filled out by the system to the total cost of items being refunded and can not be changed.

Step 3: You can amend the Fulfillment status of the whole order to Pending, Completed or Cancelled.

Step 4: Click the 'Confirm refund' button when you are ready to refund.

Step 5: It will redirect you back to the orders page, with a new refund under Transactions, and the payment status will now show as 'Refunded'.