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Beta Member

How to refund or swap one item cancelled in an order

Hello,
A customer has ordered an item that is out of stock so we have cancelled the item in the order thinking that we could just edit the order and manually add another item to the order. (This is a feature you can use in shopify).
Now that we have cancelled the item, the customer has asked if they can purchase the item in another colour that is available.

My questions are:
How do we add this new item to the order?
How do we know if the cancelled item was refunded or not?

Thank you

Example below:

example.png


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Admin

Hey @Auri,

 

Thanks for reaching out. 

 

At the moment unfortunately orders cannot be modified once made - if you've cancelled the order you'll need to refund it and the customer will need to place a new order.

 

To refund a cancelled order, or to check if you've already refunded it, you'll want to go to the Orders section of your Square Dashboard, then click on the order and press "View transaction details" in the top right of the screen.

 

From here you can press "Issue refund", or if the Refund has already be issued it'll be marked as so and the button will be greyed out:

 

Seamus
Square, Australia
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Beta Member

ok, thank you.

And if the customer were to place a new order, how do you remove shipping so they don't pay twice?

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Admin

@Auri a single use free shipping coupon is probably the best bet here!

 

You'd set it up a little like:

 

 

You can read more about creating coupons here ๐Ÿ‘

Seamus
Square, Australia
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