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How are cancellations handled in ShopIQ?

Cancellations are handled according to the rules set by the merchant. A merchant can define cancellation rules for their store, and customers can initiate cancellation requests directly from the website where allowed. For example, a merchant may allow cancellation before shipment but not after dispatch. The exact cancellation workflow depends on the merchant's configured rules and order status.

Can customers initiate cancellations from the website?

Yes. Customers can initiate cancellation requests directly from the website based on the cancellation rules set by the merchant. This gives customers a clear way to request cancellation without needing to contact the merchant manually for every case.

Who approves cancellation requests?

The merchant approves or rejects cancellation requests. The merchant should review:

• Order status
• Payment status
• Fulfillment status
• Shipment status
• Cancellation reason
• Merchant cancellation policy
• Product type
• Customization status
• Customer communication

If the order is already packed, shipped, customized, or delivered, the cancellation decision may depend on the merchant's policy.

Can cancellations happen automatically?

Cancellation behavior depends on the merchant's configured workflow. Some cancellation requests may require merchant review before the order status changes. Merchants should not assume every cancellation is automatically approved. For operational accuracy, merchants should review cancellation settings and test the customer journey.

What happens if a paid order is cancelled?

If a paid order is cancelled and the merchant approves a refund, the merchant must process the refund according to the payment method and payment gateway rules. Refunds for online payments are usually handled through the connected payment gateway. The merchant should check refund amount, payment status, coupon impact, shipping charges, and refund timeline before processing.

What happens if an unpaid order is cancelled?

If an unpaid order is cancelled, the merchant may simply update the order status according to the order workflow. If the merchant uses manual payment or cash on delivery, they should ensure that inventory, customer communication, and order records are updated correctly.

Can customers cancel after shipment?

This depends on the merchant's cancellation policy. Many merchants do not allow cancellation after shipment and instead handle such cases through return or refund workflows. Merchants should clearly communicate cancellation rules on the website.

Can customised products be cancelled?

This depends on the merchant's policy. Customized, made-to-order, personalized, or specially packed products may have different cancellation rules. Merchants should clearly mention these rules in product pages and policy pages where required.

What should merchants include in a cancellation policy?

• When customers can cancel
• When cancellation is not allowed
• Whether cancellation is allowed after shipment
• Cancellation window
• Cancellation method
• Refund timeline for prepaid orders
• Rules for customized products
• Rules for sale products
• Rules for COD orders, if applicable
• Customer communication process

Does cancellation handling consume AI credits?

No. Customer cancellation requests, manual review, order status updates, and refund processing do not consume AI credits. AI credits are consumed only if the merchant uses AI to draft cancellation replies, summarize cancellation patterns, analyze order issues, or generate policy content.

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