Cancelling or refunding Shopify orders in Support

Concluída

Darren Chan

• 9 de setembro de 2020 01:51

Zendesk Documentation Team

The Shopify v3 sidebar app provides the ability to cancel or refund a Shopify order in the Zendesk Support ticket editor. This helps agents provide more efficient customer support by eliminating the need to switch context and systems. 

You can perform the following functions in the sidebar app: 

• Order cancellation for an unfulfilled order
• Full refund for a fulfilled order
• Partial refund by specifying the items to refund and the amount to refund

This article contains the following sections:

• Enabling the Shopify Refunds and Cancellations feature
• Refunding a Shopify order in Support
• Cancelling a Shopify order in Support

Related information:

• Setting up the new Shopify integration

Enabling the Shopify Refunds and Cancellations feature

The Refunds and Cancellations feature is enabled when configuring the Support sidebar app for a Shopify connection in Admin Center.

To enable refunds and cancellations

1. Open any Zendesk product.
2. Click the Zendesk Products icon() in the top bar, then select Admin Center.
3. Click the Integrations icon in the left sidebar, and in the Shopify card, click View. 
4. In your existing Shopify connection, click Configure.
5. Select Sidebar App in the left nav bar, then under Sidebar app for Support, click Configure. 
6. Select the Enable sidebar app checkbox, then select the Refunds and cancellations checkbox.
   
   
7. Click Save.

Refunding a Shopify order in Support

A Shopify order can be refunded when at least one of the line items has been fulfilled.

To refund a fulfilled order

1. In the Support ticket editor, click Apps in the upper-right to display the Shopify app in the sidebar.
2. In the Shopify app, select the accordion next to the order number to view order details.
3. If the order has been partially or completely fulfilled, the order will display “Refund available”. Click View order.
4. In the order payment details, click Refund order.
5. In the modal, configure the refund details for a full refund or partial refund:

• Full refund - Click Full refund which selects all line items and shipping costs for refund, and returns all items to the stock inventory
• Partial refund - Select the quantity in the drop-down list for each line item
  
  
• Restock {x} items checkbox - Return items to the stock inventory
• Shipping checkbox - Refund shipping costs

Click Review refund to review your refund.

Click Confirm refund to send the refund details to Shopify, then click Close to close the modal. 

Click the refresh app icon in the ticket sidebar. The order status is updated under the order number.

Cancelling a Shopify order in Support

A Shopify order can be cancelled for unfulfilled orders.

To cancel an order

1. In the Support ticket editor, click Apps in the upper-right to display the Shopify app in the ticket sidebar.
2. In the Shopify app, select the unfulfilled order, and click View order.
3. In the order payment details, click Cancel order.
4. In the modal, select a reason for the fund in the Reason for refund drop-down list.
   
   
5. Click Review cancellation to review your refund.
6. Click Confirm cancellation, then click Close to close the modal. 
7. Click the refresh app icon in the ticket sidebar. The order status is updated under the order number.

• Amie B

  • 14 de setembro de 2020 03:29

  Hi Team,

  Are you able to confirm if this new cancellations & refund feature requires sunshine events to use? Or is this new feature completely separate to the events & profiles for shopify via sunshine which is apart of this beta? 

  Best,

  Amie

• Brett Bowser

  • 16 de setembro de 2020 13:54

  Zendesk Community Team

  Hey Amie,

  It looks like Refunds and Cancellations doesn't require Sunshine, only the Events and Profile part does.

  Cheers!

• Dwayne McConney

  • 16 de setembro de 2020 22:10

  Hi Zendesk Team,

  Can you let me know if Zendesk Macros can now be configured to automatically trigger a refund in Shopify?

  Thanks,

  Dwayne

• Pod Lyfe

  • 16 de setembro de 2020 22:45

  Is there a way to issue store credit / giftcards? 

• David Gillespie

  • 17 de setembro de 2020 05:44

  Zendesk Product Manager

  Hi Dwayne McConney,

  Unfortunately not, because there are a number of steps that require user input instead of a single action, we aren't able to put the refund into a macro.

  Hi Pod Lyfe,

  We issue the refund using the same payment instrument that is used in Shopify for the initial order.

  Thanks,

  David

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