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How to Cancel & Refund Bulk Orders on Shopify

Cancel individual recipient orders and process refunds across both recipient and aggregate orders. Step-by-step process to keep your accounting balanced.

Sometimes you need to cancel recipient orders from a Send. Because revenue lives on the aggregate order and fulfillment lives on the recipient orders, cancellation is a two-step process.

Two-Step Process​

Step 1: Cancel the recipient order in Shopify

  1. Go to your Shopify admin and find the recipient order (use the Send summary page View in Shopify button to filter to just your Send's orders)
  2. Click to open the order
  3. Click Cancel order
  4. Choose refund options for products, shipping, and tax
  5. Confirm the cancellation

Step 2: Refund from the aggregate order

  1. Return to Shopify admin and find the aggregate order (the gifter order for that Send)
  2. Open the aggregate order
  3. Go to the refunds section
  4. Create a custom-amount refund matching what you refunded on the recipient order
  5. Confirm the refund
Keep both orders in sync

Always refund both the recipient order (fulfillment side) and the aggregate order (revenue side). If you only cancel one, your accounting will be out of balance.

Partial Cancellations​

You can cancel some recipients while keeping others active. Repeat the two-step process for each recipient you're cancelling, then refund the total from the aggregate order.

Why Two Steps​

Send To Many splits each Send into recipient orders (fulfillment and customer delivery) and an aggregate order (payment and revenue). To fully cancel a recipient and refund them:

  • The recipient order records cancellation of their shipment
  • The aggregate order refunds the corresponding revenue

Both need to be addressed for the transaction to be complete.

Next Steps​

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