Refunds and cancellations

You handle refunds and cancellations on ship-later orders the same way you do on any Shopify order: through Shopify Admin. Addora listens for those changes and updates the status of the affected items automatically.

PRODUCT WALKTHROUGH Example interface

Cancelling an order

Cancel the order from Shopify Admin as you normally would. Any holds that were still in place are released. Items that were held or ready are marked cancelled. If the order had already moved to the Dispatching stage (the hold had been lifted and the parcel may be on its way), Addora flags the affected items for your review so you can decide whether to intercept the shipment.

Full refunds

Refund merchandise quantities from the original purchase in Shopify Admin. Addora reconciles the positive refunded line quantities, not the money total alone. A money-only full-value refund does not necessarily cancel held merchandise. Inspect each remaining quantity after processing.

Partial refunds

When you refund only some of the items or a partial quantity, Addora updates only the items that were refunded. The remaining items stay in their current stage and continue through the normal ship-later process. The refunded portion is flagged in Operations (in Addora ↗) so your team can see that a partial change occurred.

What the customer sees

After a cancellation or refund, the customer's order portal no longer shows the cancelled items as pending shipment. If the entire order is cancelled, it disappears from their active orders. Shopify's standard refund and cancellation notification emails go to the customer as usual; Addora does not send a separate message.

Customer preorder cancellation

On the customer-account Held Orders page, an eligible native preorder can offer cancellation. Open the review to see the exact refundable amount and any retained cancellation fee before confirming. Processing is asynchronous: wait for the result instead of submitting again. Unsupported or already released cases offer a support request rather than guaranteed self-service cancellation.