Can I cancel an order after it ships?

Usually not. Once the carrier has it, the order comes back as a return after delivery, under the store's return policy.

Does cancelling an order refund it automatically?

Not by default. Aide can cancel an unshipped order for a verified shopper, and the refund that comes with it waits for a teammate until you raise Aide's refund limits.

How do we set a cancellation window?

Add an order created condition to the cancellation procedure’s Only if, such as created in the past two hours. Requests outside the window get the reply you write for them.

Can a customer cancel just one item?

Yes, if it has not shipped. Aide can remove the unshipped item, and the refund for it follows the same approval.

Order cancellation email template

Cancel it, or explain why it already shipped.

Confirm the cancellation once it is done, and describe the refund as waiting for approval until it is issued.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

An order can usually be cancelled until it ships, and after that it comes back as a return. Confirm the cancellation only once it is done, and describe the refund as sent for approval until your team has issued it.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailCancelled, refund for approval

Subject: order.name is cancelled

Hi customer.first_name, order.name is cancelled and will not ship. Your refund has been sent to our team for approval. Once it is approved you will get a confirmation, and it usually takes 5 to 10 business days to show on your statement, depending on your bank.

ChatAlready shipped

order.name has already shipped with order.tracking.carrier, so it can no longer be cancelled. Once it arrives you can return it under our return policy, and we refund you when it is back with us. Would you like the return steps?

Internal noteBefore you reply

Cancellation requested on order.name. Fulfillment: order.fulfillment_status. Payment: order.financial_status. If unfulfilled, check the cancellation and approve the refund. If fulfilled, offer the return route.

When to use

The customer asks to cancel an order that has not shipped yet. Not when the order is already on its way.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask to cancelYour cancellation request topic is detected, and order exists is true.

Not shipped yetTracking exists is not true. If it is true, send the already shipped reply.

Inside your windowOptional: order created in the past few hours, to set a cancellation window.

Example conversation

Customer

Can I cancel #1042? I ordered the wrong size.

Aide

I can cancel #1042 for you. It has not shipped yet. Shall I go ahead?

Customer

Yes please.

Aide

#1042 is cancelled and will not ship. Your refund has been sent to our team for approval, and you will get a confirmation once it is issued.

✓Order cancelled in Shopify · Refund waiting for approval

Frequently asked questions

: Usually not. Once the carrier has it, the order comes back as a return after delivery, under the store's return policy.
: Not by default. Aide can cancel an unshipped order for a verified shopper, and the refund that comes with it waits for a teammate until you raise Aide's refund limits.
: Add an order created condition to the cancellation procedure’s Only if, such as created in the past two hours. Requests outside the window get the reply you write for them.
: Yes, if it has not shipped. Aide can remove the unshipped item, and the refund for it follows the same approval.

Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note Refund confirmationThe refund is approved and issued.Email · Chat · Internal note Return requestThe customer wants to send an item back.Email · Chat · Internal note Order cancellation policyCopy a cancellation policy, with a window you set.Policy · Chat

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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