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Canceling and refunding an order can be complicated, depending on how your Shopify store is set up. You can use the Shopify Cancel/Refund Order steptype to streamline this process so your team can handle these cancellations with only a few clicks without leaving the support ticket or case. This steptype will automatically look up a customer using their email address in your CRM, and find their Shopify orders within a timeframe you specify. When your team reaches this step, they will be given a list of orders for that customer within the given time frame. All your team needs to then do is select the order to be canceled and refunded.

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Step Configuration

In addition to the general step configuration options, this step has the following specific options that can be configured.

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Default Email

By default, FlowEQ will use the ticket requester’s email address to search for the order in Shopify. If you want to use a different email address, enter it here. Remember, you can hit the button to insert a variable to pull data from other fields or other configured integrations.

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Allow agent to override calculated refund amount

Check this box if you want to allow your team to override the calculated refund amount. If left unchecked, the refund amount will be calculated automatically based on the order total and any discounts applied to the order.

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Running the Step

Once the step loads, FlowEQ will automatically search for orders based on the ticket requester’s email address or the value entered into the Default Email field in Flow Builder. If no orders are found, the agent will be able to enter a different email address. When the agent has selected an order, they will be provided information on the order including which products are on the order and which can be canceled.

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Refund Reason

Select from the list of refund reasons. By default the option will be Customer.

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Cancel Entire Order

By default, FlowEQ will attempt to cancel the entire order. If the agent toggles this off, they will be able to select individual products to cancel.

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Recalculate Refund

This button will be available if the agent has toggled off the Cancel Entire Order option. This will recalculate the refund amount based on the products selected to be canceled.

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Total Refund Amount

If the Allow agent to override calculated refund amount option was enabled in Flow Builder, the agent can then modify the refund amount here. If this option was not enabled, the agent will not be able to modify this field.

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Notify Customer

This option is enabled by default. If enabled, Shopify will send an email to the customer notifying them of the cancelation and any refund amounts.
Last modified on May 7, 2026