Once the order has been submitted to your ecommerce platform, it must be canceled there and in downstream systems. Below are the steps your CS team and you need to take to cancel and refund Storefront orders.
Cancel and “refund” any or all Child Orders that are attached to the Parent Order in Shopify.
Cancel any or all Child Orders that are attached to the Parent Order in your fulfillment software/team.
You can cancel a selected Child Order in Zest; however, this cancellation does not cancel the order in Shopify.
Cancel and refund select Child Orders
Cancel and refund a whole Parent Order
> Once the order has been submitted to an ecommerce platform, it must be canceled there and in downstream systems
Issue a refund only
If payment was not collected for the order via Zest (Stripe) no refund can be processed. This would happen with a Concierge Order, where a payment was not collected via a Zest Invoice, or an external invoice from the Storefront.
E-Gift Orders
When a Parent Order has an unaccepted e-gift that the customer would like to cancel and receive a refund, follow the same steps to cancel an individual Child Order. However, since the e-gift wasn’t accepted, there is no order to cancel in your ecommerce sytem because one hasn’t been created yet.
> Whenever you cancel an order, a refund is issued. The only action that can be taken independently is refunding an order.