Self-serve order cancellation with guardrails.
Let customers cancel their own orders inside the new customer account, within the time window you set, using the reasons, refund rules, and tags you define.
Let customers cancel within your time window
Give shoppers self-serve order cancellation inside Shopify's new customer account, but on your terms. Set a cancellation window based on when the order was placed or when it was fulfilled, so customers can cancel quickly while you keep full control over which orders are eligible.
Built for merchants, loved by customers
Block cancellations by order or payment state
Stop self-serve cancellations for selected order statuses or payment states, so only eligible orders can be cancelled.
Required cancellation reasons
Define the reasons customers must choose from, capture the why, and use it to improve products and operations.
Control how refunds are processed
Choose how refunds are handled, manual review, store credit, or original payment method, so finance stays in control.
Auto-refund and auto-restock
Refund payments and restock items automatically the moment an order is cancelled, keeping inventory and balances accurate.
Cancelled orders are tagged automatically
Every order cancelled from the customer account is tagged in Shopify, so you can track cancellations, segment them in reports, and trigger downstream automations, Flow workflows, email campaigns, restock alerts, without any manual tagging.
Translation based on your store language
Every cancellation label, reason, button, and confirmation message can be translated per language directly from the Accofy app. Serve global customers in their own language without touching theme code or installing a separate translation app.
Common questions
Can I limit when customers are allowed to cancel an order?
Yes. Set a cancellation window based on order placement time or fulfilment status, so customers can only cancel orders that are still eligible.
Can I block cancellations for certain order or payment states?
Yes. Choose exactly which order statuses and payment states are eligible for self-serve cancellation. Everything else is blocked automatically.
Can I require customers to give a reason when they cancel?
Yes. Define your own list of reasons in the admin, and customers must pick one before the cancellation goes through.
Are refunds and restocks automated?
Yes. You can refund the payment and restock the items automatically as soon as the order is cancelled, or keep refunds manual if your team prefers to review them.
Are cancelled orders tagged in Shopify?
Yes. Every order cancelled from the customer account is tagged automatically, so you can track cancellations and trigger automations like Flow workflows or email campaigns.