--- title: Let Customers Cancel a Shopify Order Themselves description: Let customers cancel a Shopify order that has not shipped, see the exact refund first, and choose a reason. You set the refund rules. canonical: https://tacey.app/features/cancel-order category: MONEY --- # Let Customers Cancel a Shopify Order Themselves Cancel order. Cancelled by the customer, with the refund shown first. A cancellation request should not need a ticket. This tool lets your customer cancel an order that has not shipped, see the exact refund amount and where it goes before they confirm, and optionally say why. Where your customer sees it: the Thank you page and the Order status page, in the Tacey editing tools block. On every plan; plans differ by order volume only. ## What your customer does 1. Your customer opens "Make changes to your order" and chooses Cancel order. 2. If you ask for a reason they choose one. If you turned on an alternative, they may see one before they finish, such as fixing the address. Cancel order stays available. 3. They see the exact refund amount and where it goes, including any restocking fee, before they confirm. 4. They confirm. The order is cancelled in Shopify right away, with the restock choice you set. ## What you control - **Where the refund goes**: Back to their original payment method (the default), or let the customer choose at the moment they cancel between their original payment method and store credit. - **Ask why, and the reasons they choose from**: Make the customer give a reason. Standard reasons are shown in each customer's language, and you can reword them or add your own. - **Offer an alternative before cancelling**: Off by default. A customer who picks a reason that has an offer sees one relevant alternative first, such as fixing the address or switching to another product, with a discount if you set one. The Cancel order button always stays available. - **Return the items to inventory**: Add every item on the cancelled order back to your available stock. - **Restocking fee**: No fee (the default), a percentage, or a fixed amount. Customers see the fee and what they will receive before they confirm. - **Cancellation refunds**: Follow the store setting (the default), refund straight away, or wait for your approval. The order is always cancelled right away; this only decides whether the refund is sent immediately or waits for you. - **Store credit bonus and expiry**: When a customer takes store credit instead of cash, add a percentage on top and choose how many days the credit lasts. No bonus and no expiry unless you set them. ## What it refuses - Orders whose edit window has closed. You choose how long customers can edit their own order after checkout. - Any order that has a shipped item, partly or fully. Shopify refuses to cancel those, so Tacey does not offer it. - Subscription orders. Cancelling an order does not cancel its contract. - A merged order that absorbed another order. Cancelling it would leave the absorbed order inconsistent. - Orders that are already cancelled, and orders that were merged into another order. ## Money Money goes back to the customer, and nothing is refunded without an explicit confirmation. Shopify never refunds on its own, so Tacey asks for the refund and the Order changes page records whether the money actually moved. Store credit is a refund destination inside this tool, never a separate tool, and it is offered only where your store can issue it. ## FAQ ### Does cancelling refund to store credit? Only if you let the customer choose it. Store credit is a refund destination inside Cancel order, not a separate tool. By default the refund goes back to the original payment method, and store credit is offered only where your store can issue it. ### Can a customer cancel an order that has already shipped? No. Shopify refuses to cancel an order with a shipped item, partly or fully, so Tacey does not offer it. Orders with nothing shipped yet can be cancelled, subject to your edit window. ### Does the refund happen immediately? The order is always cancelled right away. The refund follows your setting: straight away, or waiting on the order page for your approval. The default follows your store-wide Refund customers automatically setting, which is off until you turn it on. ### Can I try to keep the order? Yes. Turn on the alternative offer and a customer who picks a reason may see one relevant option before they finish. The Cancel order button never disappears and never needs a second confirmation. ### Does cancelling still work on orders the item tools refuse? Yes. Tacey never edits the items on Shop Pay Installments orders, orders from before 2019, local delivery orders, orders created by another app, or orders still waiting for payment, but a customer can still cancel those. ### Does my customer see this automatically? Not until you add Tacey's block to the two pages. In Shopify's checkout and customer accounts editor, choose Add block, then Tacey editing tools, and save, on both the Thank you page and the Order status page. Turning a tool on in Tacey does not place the block for you. ### Is this tool on every plan? Yes. Plans differ by how many orders you send through Tacey each month, never by which tools you get. ## Related tools - [Change quantity or remove items](/features/change-product-options): Wrong size, one too many, an item they no longer want. Lowering a quantity and removing an item are on first; raising a quantity and swapping a size or colour are yours to switch on. - [Edit delivery address](/features/edit-address): A wrong street or a missing apartment number, fixed by your customer before it ships. The new address is checked before it saves. - [Apply a discount](/features/apply-discount): A discount they forgot at checkout, chosen from the active discounts you allow. The difference comes back to them. All tools: [/features](/features). Combining two paid orders into one shipment is a separate merchant action: [order merge](/order-merge).