What happens when you need to cancel a new order?
If your staff needs to reject an order, they can follow these steps:
When an order is placed on your Shopify store, an Instant Alert is sent to the In-Store Merchant App. When your staff taps the Order Notification, they will see the full Order Details with options to Accept or Cancel the order.
Step 1: Cancel the Order
Tap Cancel Order to reject the order.
Step 2: Choose a Reason and Confirm
A list of common cancellation reasons will appear. Select the reason and tap Submit. Then, tap Confirm on the confirmation window to proceed.
ℹ️ The cancellation reason will be saved in the order’s timeline.
(You can view this in Shopify: go to Orders > select the cancelled order > Timeline.)
Step 3: Customer Notification and Refund
The customer will get a notification (via SMS or email) that their order was cancelled and a refund will be processed.
⚠️ Note: COD orders are not refunded automatically.
Learn more about refunds here.
💡 Learn how to personalize customer notifications.
More on the Order Process
Accommodating COD Orders via GrabExpress
Accommodating COD Orders via MrSpeedy (now known as Borzo)
More on Delivery Integration
Rebooking an On-Demand Courier