Order cancellation is a resolution you can offer in your portal to enable customers to request to cancel unfulfilled orders and receive a refund to the original payment method.
Capabilities
Order cancellation enables customers to:
- Cancel orders before they are fulfilled.
- Request an automatic refund to the payment method used, such as a credit card, Paypal, or a gift card.
Limitations
When orders are cancelled via ReturnGO, you cannot automatically refund Cash on Delivery (COD) transactions, because the payment was not processed through the OMS.
Configuring Cancel Order
To configure order cancellation resolutions:
- Go to Settings > Resolutions.
- In the Order Modification Resolution section, click CANCEL ORDER.
3. In the Details section, edit the internal name for this resolution. Customers will not see this name in the return portal.
4. Edit the display name, which is how this resolution will be displayed in your return portal.
5. Edit the description, which is how the additional details of this resolution will be displayed in your return portal.
6. In the Refund section, toggle Automatic refund to refund cancelled orders automatically. Toggle this switch off to manually refund cancelled orders.
Note: Automatic refund must be disabled if your store accepts Cash on Delivery (COD) sales.
7. Click on the save icon to save your changes.
You can use the Cancel order resolution to build your Return Policy, where you can configure additional settings such as eligibility rules, fees, and more to define in which situations you want to offer this resolution.