Cancel a risky order

When you can cancel

Cancel order appears in the Actions column when the customer is high risk or blocked and the order hasn't shipped, been voided or been refunded.

Steps

1. Open Orders and find the order.
2. Click Cancel order and confirm.

Shopify cancels the order (reason: fraud, no restock, no email to the customer) and Verdikx blocks the customer in your store. A cancelled order can't be reopened.

Cancel, refund and restock

On an order that hasn't shipped, the order page has Cancel, refund and restock next to Release hold. A risk rule's "recommends cancelling" notification offers the same button.

1. Pick the Reason Shopify records: Customer asked to cancel, Suspected fraud, Items unavailable or Other (a risk rule's notification starts on Suspected fraud; the order page on Other).
2. Tick Email the customer if you want Shopify to tell them.
3. Click Cancel, refund and restock and confirm.

Shopify cancels the order with that reason and restocks the items. If the payment was captured, Shopify refunds it to the original payment method; a payment that was only authorized is voided, and an unpaid order has nothing to refund. Verdikx then tells you what Shopify shows for the payment (refunded, voided, or nothing to refund). The customer is not blocked; use Block for that. A cancellation you make never counts toward the customer's refund-abuse score: only refunds and returns the customer asked for do.

Every request is recorded in your activity log as soon as Shopify accepts it. If Shopify takes longer than a few seconds to confirm, or its answer doesn't arrive, Verdikx says so and asks you to check the order in Shopify before trying again; it never reports that case as "not cancelled". Verdikx never runs Cancel, refund and restock on its own. Verdikx never cancels an order on its own. With order screening (Growth and up), it holds risky Shopify orders and orders from customers you block, and you decide whether to cancel. Autopilot never accepts a dispute.