Customer Ordered Wrong Unit -- Refund Not Owed?

[RSL_IT]

We have a customer who ordered a unit that was out of stock on Pre-order.  He decided he didn't want to wait, so he called in and CS cancelled the original order, created a new order for him (there was an issue with modifying the existing order) and gave him a manual discount, reflecting the money he'd already paid.

The issue is the original order still shows a "refund owed" and we can't get rid of it.  We can't edit it because it's been cancelled and we can't just set the refund to zero.  So, two things:

1) Is there a way to get rid of the order or at least remove the refund owed?

2) What should I tell our CS guys is the proper sequence to address the issue?

Thanks in advance!

[RSL_IT]

Thanks so much for the help!

Does the "manually processed" option appear after this?

As far as the sequence goes -- if we refund the original, am I not correct in assuming it will incur CC fees?

[Abel_Lesle · Accepted solution]

I'm not sure if this is super helpful - but found an article from the helpdesk that addresses cancellation / refunds on preorders.

https://help.shopify.com/en/manual/products/purchase-options/pre-orders/manage-pre-orders

Might be worth a read / chatting with a support advisor about this.

[RSL_IT]

Thanks for digging this up!  I did google the heck out of this but probably didn't get just the right prompt.

It is very helpful, as it makes it clear that we just need to address our process.