What should an order cancellation policy include?

The window and when it starts, how to ask, how and when the refund is paid, what happens once the order ships, which items cannot be cancelled, and when the store itself may cancel an order.

How long should a cancellation window be?

As long as the gap between checkout and packing. A store that ships the same day can honestly offer an hour. A store that packs the next day can offer 24 hours, or any time until the order ships. A short window you keep is better than a long one you cannot.

Is a cancellation policy the same as a return policy?

No. Cancellation covers orders that have not shipped: nothing comes back, and the whole order is refunded. A return policy takes over once the parcel is with the carrier. Many stores publish the two on one page, with cancellation as its own section.

Where does a cancellation policy go on a Shopify store?

Shopify has no separate cancellation policy for one-time orders. Add the text to your Return and refund policy under Settings > Policies, which Shopify links in the checkout footer. Subscription terms go in the Subscription policy on the same page.

How does Aide use our cancellation policy?

The Aide AI Agent answers cancellation questions from the policy in your knowledge. When your team allows it, Aide also cancels an order that has not shipped for a shopper who has proved the order is theirs, and the refund waits for a teammate by default.

Cancellation policy template

Cancel before it ships, return it after.

A cancellation policy with a window you set, versions for made-to-order items, subscriptions and preorders, and a short one for your FAQ.Updated November 11, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

An order cancellation policy says how long a customer has to cancel, how to ask, when the refund arrives and what happens once the order has shipped. Copy the policy below, set your window and add it to your return and refund policy.

The templates

Yours to fill in

PolicyCancel before shipping, within a window

Order cancellation policy Cancelling an order You can cancel your order within 1 hour of placing it, as long as it has not shipped. After that we have usually started packing, and the order can no longer be cancelled. How to cancel Email support@yourstore.com with your order number, or reply to your order confirmation. We confirm by email once the order is cancelled. Refunds A cancelled order is refunded in full to your original payment method. We issue the refund within 2 business days, and your bank can take 5 to 10 business days to show it. After your order ships A shipped order cannot be cancelled. Once it arrives, you can send it back under our return policy at yourstore.com/policies/refund-policy. Cancelling part of an order You can remove an item from an order that has not shipped. We refund that item and send the rest. Orders we cancel We may cancel an order if an item is out of stock, if a price was listed in error, or if the payment does not pass our fraud checks. If we do, we email you and refund you in full. Questions Contact us at support@yourstore.com.

PolicyMade-to-order and personalized items

Made-to-order and personalized items We start work on made-to-order and personalized items soon after you order. You can cancel within 24 hours of ordering. After that, production has started and the order cannot be cancelled or refunded, unless it arrives damaged or faulty. If you spot a mistake in your personalization, email support@yourstore.com straight away. We can change the details until production starts.

PolicySubscriptions and preorders

Subscriptions You can cancel your subscription at any time from your account or by emailing support@yourstore.com. Cancel at least 3 days before your next renewal date to stop that order. A renewal that has already been charged can be cancelled until it ships. Preorders You can cancel a preorder for a full refund at any time before it ships. If the ship date moves back by more than 14 days, we email you so you can decide whether to wait.

PolicyShort version for your FAQ or product page

You can cancel an order within 1 hour of placing it, if it has not shipped, by emailing support@yourstore.com. We refund your original payment method within 2 business days. Once an order ships it cannot be cancelled, but you can return it under our return policy.

ChatThe policy in brief

You can cancel within 1 hour of placing your order, as long as it has not shipped, and we refund your original payment method. After it ships, you can send it back under our return policy. Is there an order you would like me to check?

When to use

A shopper or customer asks whether orders can be cancelled, or how long they have to cancel. Not when they ask to cancel a specific order now.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

What to decide first

Your windowA set time after ordering, or any time until the order ships. Match it to how fast you pack.

What cannot be cancelledMade-to-order, personalized or final sale items, named so nobody has to ask.

Your refund timingHow many days you take to issue the refund, apart from the days the bank takes.

In your Shopify admin

The windowSettings > Policies, Return and cancellation rules: No cancellations, Until item is fulfilled, 15 minutes, 1 hour or 24 hours.

Items that cannot be cancelledFinal sale items in the same rule. Shoppers cannot request a cancellation for them.

Requests from the order pageWith self-serve returns and cancellations on, shoppers ask from their order status page and you approve or decline.

Cancelling for a customerOpen the order, then More actions > Cancel order. Refund the original payment method, store credit, or later.

One item, not the orderRefund the unfulfilled item and Shopify removes it from the order.

When you cancel itPick a Reason for cancellation. Shopify restocks the items and notifies the customer unless you untick either.

Example conversation

Customer

If I order today and change my mind tonight, can I still cancel?

Aide

You can cancel within 1 hour of placing an order, as long as it has not shipped, and the refund goes to your original payment method. After that the order is usually packed, so it would come back as a return once it arrives.

✓Answered from your cancellation policy

Frequently asked questions

: The window and when it starts, how to ask, how and when the refund is paid, what happens once the order ships, which items cannot be cancelled, and when the store itself may cancel an order.
: As long as the gap between checkout and packing. A store that ships the same day can honestly offer an hour. A store that packs the next day can offer 24 hours, or any time until the order ships. A short window you keep is better than a long one you cannot.
: No. Cancellation covers orders that have not shipped: nothing comes back, and the whole order is refunded. A return policy takes over once the parcel is with the carrier. Many stores publish the two on one page, with cancellation as its own section.
: Shopify has no separate cancellation policy for one-time orders. Add the text to your Return and refund policy under Settings > Policies, which Shopify links in the checkout footer. Subscription terms go in the Subscription policy on the same page.
: The Aide AI Agent answers cancellation questions from the policy in your knowledge. When your team allows it, Aide also cancels an order that has not shipped for a shopper who has proved the order is theirs, and the refund waits for a teammate by default.

Cancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note Cancel after shippingThe order shipped before they asked to cancel.Email · Chat · Internal note Return policyCopy a return and refund policy, plus the reply.Policy · Chat Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note Remove item from orderTake an unshipped item off the order.Email · Chat Duplicate orderThe same order was placed twice.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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