How to Cancel an Order on Your Shopify Store

How to Cancel an Order on Your Shopify Store

Cancelling an order on your Shopify store is a necessary function for managing customer requests and order issues efficiently. Here's a step-by-step guide on how to cancel an order on your Shopify store:

How to Cancel an Order on Your Shopify Store

Step 1: Log in to Your Shopify Admin

  1. Open your web browser and go to the Shopify website.
  2. Log in to your Shopify account with your username and password.
  3. You will be directed to your Shopify admin dashboard upon successful login.

Step 2: Navigate to Orders

  1. From the Shopify admin dashboard, click on "Orders" in the left-hand sidebar.
  2. This will take you to the Orders page, where you can see a list of all your store’s orders.

Step 3: Select the Order to Cancel

  1. Find the order you want to cancel by using the search bar or browsing through the list of orders.
  2. Click on the order number to open the order details page.

Step 4: Initiate the Cancellation

  1. On the order details page, look for the "More actions" drop-down menu at the top right corner.
  2. Click on "More actions" and select "Cancel order" from the drop-down menu.

Step 5: Enter Cancellation Details

  1. Restock Items: If the items were fulfilled and shipped, ensure the "Restock items" checkbox is ticked to return the items to your inventory.
  2. Refund Payment: If the payment was already captured, ensure the "Refund payment" checkbox is ticked to process the refund for the customer.
  3. Cancellation Reason: Optionally, you can enter a reason for the cancellation in the "Reason for cancellation" field for your records.

Step 6: Confirm the Cancellation

  1. After entering all the necessary details, click on the "Cancel order" button to complete the process.
  2. Shopify will cancel the order, process the refund if applicable, and update the order status.

Step 7: Notify the Customer

  1. Shopify will automatically notify the customer via email about the cancellation and any refund processed.
  2. It’s good practice to communicate with your customer directly to explain the reason for the cancellation and provide any additional information.

Additional Tips

  1. Partial Cancellations: If you need to cancel only part of an order, you might have to refund specific items manually and adjust the order accordingly.
  2. Order History: The cancelled order will be updated in the order history, showing the cancellation status and any notes you added.
  3. Inventory Management: Ensure that your inventory levels are updated correctly after the cancellation to maintain accurate stock levels.
  4. Customer Service: Handle cancellations professionally and promptly to maintain good customer relationships and trust.
  5. Cancellation Policy: Clearly state your cancellation policy on your website to set customer expectations and avoid disputes.


Cancelling an order on your Shopify store is a straightforward process that ensures you can manage customer requests and order issues effectively. By following these steps, you can efficiently handle order cancellations and maintain a smooth operation in your store. If you encounter any issues or need further assistance, Shopify’s support resources and community forums are valuable resources.