What should I do if I placed the same order twice?

Contact the store quickly with both order numbers. Before either ships, cancelling one is simple; after, the extra comes back as a return.

Can Aide cancel a duplicate order?

It can, while the extra order is unshipped and the shopper confirms which one to cancel. Aide tells the orders apart from the shopper's history, and the refund waits for your team.

Is a duplicate order the same as being charged twice?

Not always. Two charges on one order are often a temporary card hold, while two orders are two real purchases. Check Shopify for two order numbers before cancelling anything.

Should a store flag duplicates before shipping?

It helps. Two orders with the same items to the same address, minutes apart, are worth a quick check before they go out.

Duplicate order email template

Ordered twice by mistake. Keep one.

Match the two orders, ask which to keep, cancel the extra one before it ships and say when the money comes back.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A duplicate order is the same items bought twice, often after a slow checkout or a double tap. Confirm which order to keep, cancel the other before it ships, and tell the customer its refund follows once approved.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailExtra order cancelled

Subject: We cancelled your duplicate order #1089

Hi customer.first_name, You were right, #1089 was a copy of #1088. We have cancelled #1089, so only one candle set is coming your way. Its refund goes through in full as soon as our team signs off on it. Depending on timing, your bank may show it as a reversed charge rather than a refund.

ChatWhich one to keep

I can see two matching orders, #1088 and #1089, and neither has shipped. Shall I cancel #1089 and keep #1088?

Internal noteBefore you reply

Possible duplicate: #1088 and #1089, same items, placed minutes apart. Cancel the later unshipped one only after the customer confirms. Approve the refund. If both shipped, offer a return for one.

When to use

The customer placed the same order twice by mistake and wants one of them cancelled. Not when one order was charged twice.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ordered twiceYour duplicate order topic is detected, such as “I think I ordered this twice”.

The orders are foundOrder exists is true. Aide works out which order is which.

The extra one is unshippedTracking exists is not true, so it can still be cancelled.

Example conversation

Customer

I think I ordered the same candle set twice by accident. #1088 and #1089.

Aide

You are right, #1088 and #1089 are the same candle set, and neither has shipped. Shall I cancel #1089 and keep #1088?

Customer

Yes please.

Aide

#1089 is cancelled, so only one candle set is coming. Its refund is with our team to approve, and #1088 ships as normal.

✓Order #1089 cancelled, #1088 kept · Refund awaiting approval

Frequently asked questions

: Contact the store quickly with both order numbers. Before either ships, cancelling one is simple; after, the extra comes back as a return.
: It can, while the extra order is unshipped and the shopper confirms which one to cancel. Aide tells the orders apart from the shopper's history, and the refund waits for your team.
: Not always. Two charges on one order are often a temporary card hold, while two orders are two real purchases. Check Shopify for two order numbers before cancelling anything.
: It helps. Two orders with the same items to the same address, minutes apart, are worth a quick check before they go out.

Cancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note Combine ordersShip two orders from one customer together.Email · Chat · Internal note Refund confirmationThe refund is approved and issued.Email · Chat · Internal note Edit order after purchaseThe customer wants to change an order they placed.Email · Chat · Internal note

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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