---
title: Answer a customer's request to cancel an item without leaving Tacey
description: When a customer asks to cancel an item that has not shipped, you now see the request in Tacey and answer it there. It rings the notification bell, shows on Home with a Review requests button, and f...
canonical: https://tacey.app/changelog/answer-a-customers-request-to-cancel-an-item-without-leaving-tacey-2026-10-17
published: 2026-10-17T00:00:00.000Z
updated: 2026-10-19T16:15:14.314Z
category: feature
---
# Answer a customer's request to cancel an item without leaving Tacey

When a customer asks to cancel an item that has not shipped, you now see the request in Tacey and answer it there. It rings the notification bell, shows on Home with a Review requests button, and f...

When a customer asks to cancel an item that has not shipped, you now see the request in Tacey and
answer it there. It rings the notification bell, shows on Home with a Review requests button, and
fills a new Cancel requests tab on the Orders page, with the count of requests still waiting beside
the tab name. Press View on a request to open the order at its card, which names the customer, the
item and how long it has waited.

You have three answers. Approve and refund removes the item and refunds it, and the button shows
the amount before you press it. Decline sends the customer Shopify's own message with the note you
write, and Tacey sends no second email of its own. Close without changes ends the request and leaves
the order as it is. If you remove the item yourself in Shopify, Tacey shows that the refund is still
owed and gives you a Refund button, so a customer is never left waiting on money.

Nothing is removed and no money moves until you press a button. Every answer adds one entry to your
Order changes list, marked Customer request.

Two optional switches let Tacey answer for you, using the same edit window and rules as the rest of
your store. Both are off by default, and an automatic approval only refunds when Refund customers
automatically is also on. While a request waits you get a daily reminder by bell and email, which is
on by default, and stores that deliver to the EU also see how many days are left of the 14 days
Shopify's guidance mentions. If you choose Ask me first, a customer who removes an item in Tacey's
Change window sends you a request instead of removing it straight away.

Four new help articles walk through each part: how to see and answer a request, how a request gets
sent and why the tab can be empty, what Shopify and Tacey each email, and what Tacey covers for EU
customers.