A merchant with outsourced customer service agents is seeking a way to require manager approval before refunds or order cancellations are processed. They’re concerned about potential mass cancellations, which would immediately void payment authorizations since they don’t capture payments until fulfillment.
Suggested approach:
Key concern: The tagging workflow may not prevent unauthorized actions in real-time, and there’s no easy way to undo mass cancellations once payment authorizations are voided.
Recommendation: Define a detailed workflow scope first to determine whether out-of-the-box Shopify features, third-party apps, or custom development would best address the approval requirements and safeguards needed.
Is there an app or way to aggregate refund and cancel orders requests so they must get reviewed and approved by a customer service manager?
We have outsourced agents and we are not sure if we should give them cancel/refund permissions without oversight.
What’s the intended workflow?
You could tag orders, e.g. refund. Service manager can filter orders by tag “refund”.
Designate the appropriate users with refund/capture permission:
If someone were to mass cancel dozens of orders would we be able to undo it? We don’t capture until fulfillment so the auth on the customer’s payment would be voided the moment the order is canceled.
I’m not sure tagging will help us.
Since you have multiple factors to consider, outside of just aggregating orders for review, best to start with a concise scope. That way you can evaluate what OOB options can be leveraged, apps, or if custom development would be warranted.