Hello,
one of our orders has been disputed and we had to refund the customer. But we cant cancel the order in shopify. The feature is not available as the order is older than 60 days.
What do we do now?
Hi, @rpmcaron!
Luna from Shopify, here. Thank you for joining our Community, I noticed you are new to our forums - welcome! I’d be happy to take a look into this with you.
To gather some more context, was the payment made through Shopify Payments, or a third-party gateway? There are two situations in which you can cancel an order:
- You haven’t collected a payment for the order.
- You’ve collected a payment for the order, but no items have been fulfilled.
In the case that the order was placed using Shopify Payments, you will be able to cancel and refund an order past 60 days if it meets the requirements above. For example, if you want to cancel an order that has already been fulfilled, then you need to cancel any fulfillments manually. You can learn more about this process in our help document on Fulfillments.
Once you have ensured that these requirements are met, you can cancel the order by following this** Shopify Help Document**. When doing so, please ensure that you are logged in as the store owner.
Based on what you’ve shared, it sounds like you were able to refund the customer. Is that correct? If the order cannot be canceled due to a third-party policy you will keep the order status as fully refunded. In the meantime, I recommend checking out our **Fraud Prevention **document to help prevent orders from being disputed going forward.
Please let me know if you have any questions, or if there is anything else that I can help with.