How do I refund a Shopify order from my helpdesk?+
In Hushdesk, open the customer’s ticket and press Refund on the order card. Set the quantity of each item to refund, add shipping if needed, choose a reason and confirm. The refund goes back to the original payment method and a line on the ticket records who made it.
What is a partial refund in Shopify?+
A partial refund returns part of an order’s value instead of all of it, for example one damaged item out of three. In Hushdesk you pick the items and quantities, the amount fills in from their prices, and you can type a different amount up to what is left.
Can I cancel a Shopify order after it has shipped?+
Not from Hushdesk: Cancel is only offered while an order is unfulfilled. Cancelling refunds the order in full and puts the stock back. For an order that has already shipped, refund the items instead, or send a replacement with Duplicate if the parcel was lost or damaged.
Does cancelling an order from Hushdesk restock the items?+
Yes. When you cancel an unshipped order from the ticket, Hushdesk asks Shopify to refund it in full and return the items to stock, and the dialog says so before you confirm. A cancellation cannot be undone, so “Keep the order” sits right next to the confirm button.
How do I send a free replacement order?+
Press Duplicate on the original order, set the quantity of each item to send again, keep Free replacement ticked for a 100% discount, add a note and create it. In Shopify it appears as a draft order tagged helpdesk-duplicate, so your team can find and complete it.
Does Hushdesk work with 17TRACK?+
Yes. Paste your 17TRACK API key in Settings, Apps, and each order card shows the parcel’s live status and latest carrier scan beside the tracking number. Each status is kept for 30 minutes per tracking number, so opening tickets does not burn through your 17TRACK quota.
What does “Out for delivery” mean for an order?+
“Out for delivery” means the carrier has put the parcel on a vehicle for its final delivery, usually the same day. Hushdesk shows 17TRACK statuses in plain words, including Label created, In transit, Ready for pickup, Delivery failed and Delivered, so agents can answer at a glance.
Can I see who refunded an order?+
Yes. Every order action adds a line to the ticket naming the teammate, the order and what changed, such as “Priya refunded $24.00 on #1042 (Damaged item)”. Turn on Show all events in the conversation to read these lines between the messages, in time order.
Can a refund be more than what is left on the order?+
No. The refund dialog shows how much can still be refunded before you start, and the amount is checked again against Shopify’s maximum refundable when the refund runs. A refund above that ceiling is refused with a clear message instead of going through.
What happens if the same refund is sent twice?+
It runs once. Each order action carries a unique key that Hushdesk writes onto the order in Shopify. If the same action is retried, for example after a slow connection, Hushdesk finds the key and does not refund, cancel or duplicate a second time.
Can I edit the items or prices on a Shopify order from Hushdesk?+
Not inside Hushdesk. The Edit menu on the order card has a shortcut, Items and prices in Shopify, that opens Shopify’s own order editor for that order in a new tab. Refunds, cancellations, replacements, address changes and order tags all happen right on the ticket.
