A fulfilled order with a partial refund continues to appear as “open.” The merchant wants to mark it closed without archiving, as the open flag clutters the inbox.
Support guidance: If the order is unfulfilled, mark it as fulfilled without notifying the customer (steps shown via screenshot). If already fulfilled with a partial refund, the recommended action is to archive it; this removes it from the open order count after a short delay.
Merchant context: It’s a future event booking; they may need to revisit or refund if the event is canceled. They’re reluctant to archive, believing it could add extra steps for future refunds, and view this as inflexible.
Community feedback: Another merchant reports the same limitation years later. Their workaround is to archive; the order still appears when using the “All” filter, though the behavior seems illogical.
Status: No option exists to “close” a partially refunded, fulfilled order without archiving. The discussion remains unresolved; the request is effectively a feature gap.
Hi
I accidentally charged a customer with shipping, this was returned as a partial refund. The order is fulfilled, but it seemes to still be “open”. I would very much like to “close” the order without archiving it. I cannot archive it for a few months and it is really disturbing to have it flashed as something I should take care of when min “inbox” is actually empty.
Any suggestions?
Tnx
/Kira
Hi, @AlmaKnit !
Welcome to the Shopify Community! Sorry to hear this open order has been causing you some confusion. Happy to help you resolve this.
Is the order showing as fulfilled or unfulfilled? If it’s unfulfilled, you can fulfill the order without notifying the customer. To do this, select the order from the Orders page and click Mark as fulfilled, then when the pop-up appears uncheck Send notification to customer. Below is a screenshot of this process:
If the order is already fulfilled, why you do not want to archive it? If the order is fulfilled, and has a partial refund, the best next step is to archive the order. This will remove this order from the list of open orders, and it will no longer be included in your open order count. Once you archive the order, it will take a few minutes for the count to refresh - just be patient and reload the page after several minutes.
Let me know how this goes!
Hi Hilary
So I partilly refunded the order before fulfilling it - its fulfilled now.
The order is a booking for an event in the future. I don’t know what might happen - the event could be cancelled for some yet unknown reason an then I would have to jump through extra hoops to be able to refund the ticket. So the order is not really open, but the period in which I might have to come back to the order is not over - so archiving it seem to be a bad idea, it also seems to be my only option which leaves me with this notification for weeks now - at that’s just really unflexible ?
/Kira
I have the same issue, it’s bothersome that it’s still the case 3 years later…
I had to archive the order as well, luckily it remains in the list as long as you have “All” filter selected. But, it still doesn’t make any sense.
