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Cancellations, returns and refunds
A cancellation stops fulfilment; a return brings delivered goods back; a refund records or requests money being paid back. Complete the steps that match what actually happened.
Cancel before delivery
Open the order and choose Cancel order. Enter the reason and confirm. Physical stock is restored. If an invoice was already issued, a credit note cancels it.
Cancelling a paid order does not automatically mean the money is back with the shopper. Check the payment section and complete the refund when required.
Return delivered goods
- Choose Record a return and enter the reason.
- Record Return picked up once the goods are back. This restores stock and creates the credit note when an invoice exists.
- Refund the appropriate amount.
Do not add stock manually as well: return pickup already records it. Partial item returns and partial cancellations are not offered.
Refund money collected by hand
For COD, direct UPI or a counter payment, choose the refund mode and amount. Add a reference where required, then confirm after making the repayment. The order records the refund immediately.
Refund an online payment
The gateway receives the refund request and the order shows Refund initiated. Use Check with the gateway to refresh its result. A successful refund becomes Refunded; a failure is recorded so the team can review and retry.
Only one live refund is allowed for an order. Do not start a new repayment outside the system simply because a gateway refund is still pending.
Documents and permissions
The order links its credit note to the original invoice. Print the credit note from its document view. Sales and tax reports account for cancellations, returns and credit notes; refund amounts also appear in reports.
Cancelling needs the order-delete permission. Returns and refunds have their own permissions. If an action is missing, ask the store administrator to check your group and the order state.