Refund, cancel or edit a Shopify order

The order card's buttons let your team fix order problems without leaving the ticket: refund, cancel, change the address, tag the order or send a free replacement. Every action is checked against the order, sent to your Shopify store and recorded in the ticket.

Before you start

• Who can do this: agents, admins and owners. Viewers cannot change orders.
• Plan: all plans.
• What you need: Shopify connected and an order on the ticket's customer.

Step by step

Refund

1. Press Refund on the order card. The dialog says how much can still be refunded and that the money goes back to the original payment method.
2. Tick items, or type an Amount. Tick Refund shipping if needed.
3. Pick a Reason, such as Damaged item, Not received, Size or fit or Goodwill gesture.
4. Press Refund with the amount.

Cancel (before it ships)

1. Press Cancel. The dialog explains the order is refunded in full and this cannot be undone.
2. Pick a reason, such as Customer asked to cancel or Out of stock.
3. Press Cancel and refund, or Keep the order to back out.

Change the address

1. Open Edit > Shipping address.
2. Correct Name, Street, City, Postcode and Country, then Save address.

Free replacement

1. Press Duplicate, adjust quantities and add a note.
2. Press Create order.

What happens next

Before anything is sent, Hushdesk checks the action: the store is still connected and granted the access the action needs, a refund is no more than what is left, and a cancellation or address change is only for an order that has not shipped. A refused action shows the reason at once.

The action then goes to the Shopify store the order came from, and appears in the ticket thread with its state:

State	What it means
Sending to Shopify…	Queued and on its way. Busy periods at Shopify are retried automatically.
Sent to Shopify ✓	Shopify confirmed it. The order card refreshes from Shopify and the activity log adds "Shopify confirmed: …".
Shopify did not apply it	Shopify refused it. The reason shows underneath, and the activity log adds "Shopify did not apply it: …".
Done in the demo store ✓	The demo workspace's store, where actions apply at once so you can try them.

The activity log also records the action with your name straight away, such as "refunded £12.00 on #1042 (sent to Shopify)". Each action is sent once, even if it is retried, so a refund is never applied twice.

Tips

• For changes to items or prices, use Edit > Items and prices in Shopify, which opens Shopify.
• Link the order to the ticket first, so everyone knows which order the action was for.
• Write the reason. It helps reporting and anyone reading the ticket later.

Troubleshooting

"At most £… can still be refunded"

The amount is more than what is left on the order. Lower it.

"Refund is more than what is left on the order"

The same check, made on the order itself.

"This order has shipped and can no longer be cancelled"

Refund it instead.

"This order has shipped: the address can no longer change"

Contact the carrier or wait for the parcel.

"Pick at least one item"

A replacement needs at least one item with a quantity above zero.

"Check the cancellation"

The cancellation details did not reach the server. Try again.

"Add the street"

A required address field is empty.

"Add the city"

A required address field is empty.

"Add the postcode"

A required address field is empty.

"Add the country"

A required address field is empty.

"Add the name"

A required address field is empty.

"Shopify refused the change"

Shopify did not accept the action. Open the order in Shopify to see why.

"This store is not connected any more. Reconnect it in Settings → Apps."

The order's store was disconnected or the app was removed in Shopify. Reconnect it in Settings > Apps > Shopify, then try again.

"Hushdesk is not allowed to refund orders in this store. Reconnect it in Settings → Apps to grant access."

The store was connected without the access this action needs (the message names the action, such as cancel orders or edit addresses). Install on Shopify again from Settings > Apps > Shopify and approve the access.

"#1042 is cancelled"

A cancelled order only takes tags and notes. Refund or replace it from a new order instead.

"Enter an amount to refund"

The refund amount is empty or zero. Tick items or type an amount.