Why can't I cancel a return on my customer's order?

Shopify Discussion
1

Hi Guys,

I’m trying to cancel a return since my customer changed it’s mind. Yet if I follow the instructions as given by Shopify help-center (see below) the option to ‘cancel the return’ is not given under the … button when selecting the specific order. Although the return-order checks all the boxes to make a cancellation of return possible.

Anyone knowing the solution?

Thanks in advance!

MJ

Cancel a return

If you create a return by mistake, or a customer has changed their mind about requesting a return, then you can cancel the return that you’ve created.

You can only cancel returns in the following situations:

  • The return isn’t refunded.
  • The return isn’t restocked.
  • The return is open and not Marked as returned.
  • The return doesn’t have a return label.
  • The return doesn’t have any tracking information.
  • The fulfillment for the return isn’t cancelled.

After you cancel a return, you can’t reactivate it, but you can create a new return.

Steps:1. From your Shopify admin, go to orders

  1. Click the order for the return that you want to cancel.

  2. Click the … button, and then click Cancel return.

  3. In the dialog, click Cancel return to confirm.

1 Like
2

Hi @MJ-DS1

In this situation I would actually recommend reaching out to our live support. Our community members aren’t able to access your store admin but our live support can. They can assist in assessing the status of the return and troubleshoot why you aren’t able to currently cancel it.

To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for your issue and use the contact support button at the bottom of the search results to see all our live support options.

3

This is a poor answer because I have the same issue, followed the steps listed above and there simply is NOT a “Cancel Return” option. There is no apparent ability to cancel returns.

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