Cosmo adds a Cancel button to every unfulfilled order on the Shopify customer account page, so customers cancel themselves instead of emailing you. You choose what happens to the money: no refund, a refund to the original payment method, or store credit that expires when you decide.
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How it works
How does self-service order cancellation work in Cosmo?
Switch on Cancel order in Cosmo's editor in Shopify admin and pick a refund method. Below is what customers see, where the money goes, and what Shopify records.
For customers
How do customers cancel a Shopify order themselves?
On the orders page of Cosmo's account, every order that hasn't been fulfilled or cancelled has a Cancel button, on the order list and on the order's own page. The customer confirms in a short dialog and the order is cancelled in Shopify, with no email to you asking for it.
A Cancel button on every unfulfilled order
On the order list and the order page
A confirmation step before anything is cancelled
Keep order as the first, safe choice
Cancelled orders move to a Cancelled tab
Signed-in customers, on their own orders only
Refunds
What happens to the money when a customer cancels?
You choose one refund method in Cosmo, and every customer cancellation follows it: cancel only, with no refund; a refund to the original payment method; or a refund to Shopify store credit that expires after the number of days you set. Refunds apply only to paid orders.
Refund methods
Cancel only, with no refund
Refund to the original payment method
Refund to Shopify store credit
Store credit expiry set in days
Unpaid orders are cancelled with no refund
Cancel only is the default until you choose a refund
FAQ
Questions about letting customers cancel Shopify orders
Anything else? Email info@cosmoinfotech.com and it goes straight to the developer.
Can customers cancel their own orders on Shopify?
Yes. Cosmo adds a Cancel button to every unfulfilled order on the Shopify customer account page. A signed-in customer confirms once and the order is cancelled in Shopify, with the refund method you chose applied, so the request never reaches your inbox. You can switch the button off at any time in Cosmo's settings.
Can customers cancel an order after it has shipped?
No. The Cancel button only appears on orders that haven't been fulfilled, so once you fulfil an order it disappears from that order in Cosmo's account page. Anything a customer wants to change after that still comes to you, the same way it does today.
Can I refund cancelled orders as store credit?
Yes. Choose Store credit as the refund method in Cosmo and set how many days the credit lasts. The refund goes into Shopify's native store credit, so customers see the balance in their account and spend it at checkout like any other store credit, and you keep the sale's value in your store instead of returning it to their card.
What happens if a customer cancels an unpaid order?
The order is cancelled with no refund, whichever refund method you chose, because refunds in Cosmo apply only to paid orders. Shopify still records it as a cancellation by the customer and returns the items to stock.
How do I know when a customer cancels an order?
Every cancellation made in Cosmo is a normal Shopify cancellation, so the order shows as cancelled in Shopify admin with the reason Customer and a staff note saying the customer cancelled it from their account. Cancellations are also counted in Cosmo's account analytics in Shopify admin.
Do I need to edit my theme code?
No. Setup runs through a 4-step guided flow inside Shopify admin, and the customer account page is published from there. The loyalty program's product-page rewards widget is added as a block in the theme editor. No developer is required and no theme files are edited.
Add Cosmo to your store
Install Cosmo from the Shopify App Store, switch on order cancellation and choose a refund method. Customers cancel unfulfilled orders themselves, and every cancellation is recorded in Shopify.
